Jam in the printer
Your card idler roller is probably missing. If the user can find the little plastic roller rolling around and they want to try it, it is pretty easy to put back. If it is missing or they aren't capable REPLACE PRINTER. If you want to try to fix it over the phone, have the user unplug the printer and take out the cassettes to cool it down more quickly. Give me a call at extension 2104 and I will come down and show you how to do it, no tools required.
If the card jams above the film but you are sure the card idler roller isn't missing, it isn't actually a jam. The film has probably been melted or torn. Follow that link to see what to do.