Hi Fran, thanks for your question. I hope I am able to help you answer it. Some of my suggestions may appear obvious, but I just want to start ruling them out. Once the paper has been loaded and fed through the gap, what happens when you press the button feed? Have you tried cutting off the first inch of paper from the roll to ensure there is no debris or obstruction not allowing the paper to continue? Have you tried with another paper roll? Please let me know how you get on. Best, Alex.