A support line where you speak to a real human…
Our happy team are here to make the customer journey process as easy as possible, contact us between the hours of:
Monday-Thursday 9:00am-5:30pm & Friday 9:00am-4:30pm
Frequently Asked Questions
I have forgotten my username / password
If it is the first time you’re ordering, when prompted with the login site please select the option to create a new account, at this stage you would have only registered an account with us.
If you have forgotten your password but know your username, please use the forgotten password feature in the software. If you have forgotten your username or password, please contact customer services on 01403 321908 or email firstname.lastname@example.org
My new password is not being registered
When typing in your new password please ensure you are not including the apostrophes. The password is also case sensitive. If you still need assistance, please contact us.
Where can I log into my account?
You can log into your account by clicking here
Data Deletion Policies
We have the following data retention policies in place in regards to customers data.
- Unused Assets will be deleted after 60 days dormant
- Guest Projects – You will be notified of deletion via email after 14 days, deletion will follow the next day
- Unsaved Projects – You will be notified of deletion via email after 14 days, deletion will follow 14 days later
- Unordered Projects – You will be notified of deletion via email after 90 days, deletion will follow 30 days later
- Ordered Projects – You will be notified of deletion via email after 365 days, deletion will follow 30 days later
To stop any of the above deletions simply open your account and make a change to the projects.
Ordered projects can be duplicated and renamed in your online projects tab, this will start a new policy of unordered projects timescale.
You will receive email notifying you of any changes to your account, they may go into your junk emails. Anything deleted cannot be retrieved.
Unable to proceed with payment - Returns you to account login screen?
In some cases, this can be an error with your web browser, we recommend copying the URL from the web browser and pasting it into another browser i.e. Firefox , Google Chrome.
Unable to proceed to Sage Pay for payment?
If you are struggling to pay for your item, as the webpage is not showing, then please contact us and we will be able to help with this.
I would like to get another copy of my product. What should I do?
To order another copy of your project please access your account by visiting https://www.uphotogifts.com/my-account/
Once in your account, you will be able to access your previous orders and locate the project you would like a copy of. Select the REORDER button and then follow the order page through to completion.
My order is Waiting For Files?
Unfortunately the automatic file upload has not begun and the software was closed down too soon.
All you need to do is:
- Open our software where you created the project
- Click on ‘View Shopping Basket’
- Select your current order
- Click Send files at the bottom
It will then begin to upload your Photobook to our server. For some reason this process did not complete last time. Please ensure the process is complete before shutting down the software.
When will I receive my product?
Your product will be dispatched in approximately 10-14 working days, from receipt of uploaded files.
I just received my order, but something seems incorrect. What should I do?
When your product is not to the standard that you might expect, check your project file. Some errors can be made in the original file. You can check the file, sent for printing, by checking the album. In this case, there is not much we can do. The software is simply a design tool: it cannot make a quality book without your input and effort. However, if you believe that the error is in the finished product, and does not exist in your project file, please contact us by email. We will try to investigate what went wrong, determine if the error occurred during production, and try to find a satisfactory solution. Please note, if errors have been made in our production, we will always reprint and re-supply.
Who will print my book?
All photobooks are printed by uPhotogifts:
Graylands, 12, Langhurstwood Road, Horsham, West Sussex, RH12 4QD
Where is my order?
If you haven’t received your product within 16 working days then please contact us, we can look into this for you.
Request a faster delivery
If you would like to request a faster delivery, then please visit here
How will my order be sent?
We ship all our products via Royal Mail 1st class post which usually takes 1-2 days. Delivery will be made within 10-14 working days of ordering.
Is the software compatible with tablets or mobile devices?
The online software is compatible with tablets and mobile devices using the Easy Editor.
How do I install the software and get started?
Click on the Download tab on the website. When on the Software page choose currency, then choose the PC or Mac version to download. You are prompted to Run or Save the installation program. Click the run button if you wish to download and install the program in one step, or click the save button if you prefer to save the setup file to your hard disc for installation later.
Once the downloading process is completed successfully, you may be prompted to install the software. Click “Yes” to start the installation, or locate the installation file, and double click it if you have saved it to your hard drive first.
What resolution do my photographs need to be?
200 dpi minimum, but we would recommend 300 dpi.
What file formats do the products from uPhotogifts software support?
The following file formats are compatible with the Products For uPhotogifts software: .jpeg, .jpg, .png and .tiff. Other file formats can be converted (prior to use) into one of the above formats. This can be done using image-editing software such as Photoshop, Paint or other image editing software. The pictures can be RGB, sRGB, CMYK, greyscale or black and white.
What requirements should my computer have to run the software?
Minimum Requirements Include:
Taopix Creator/Designer will currently run on Windows 7, 8 and 10 (x86 and x64). Taopix Creator/Designer will also run on Windows Server 2008 R2 and later versions.
Taopix Creator/Designer will currently run on Mac OS X10.9 and later versions.
Are there any guides within the software?
We do have a wizard and an assistant in the downloadable software that will help you create a product. Unfortunately, this is not available on the online software. We are currently in the process of making ‘How to Guides’ for the software, so keep an eye out! In the meantime, please go to our Blog page to see our top tips when designing your product.
What is the Maximum or Minimum number of photos per page?
There are no limits on the amount of photos you can have per page. We do have a minimum of 20 pages and 140 pages maximum.
Can I add additional pages?
Yes, to add more pages click the insert page icon in the menu. The cost for extra pages is 35p per page for standard plus £1.00 per page for exclusive.
Can I add / change the running order of my Photobook?
Yes, simply click and drag the page icons at the bottom of the software screen, to where you need it.
What can I do about image resolution warning messages?
‘When I go to order my project, I see resolution warning messages in the flight check.’ This message warns of images that are below the ideal recommended print resolution. The threshold for this warning message is 150 dpi. It is possible to continue on and ignore the warning; however the affected images may lack sharpness, or produce a pixelated result when printed. You may want to use a picture from a camera phone, Facebook or a scan of an old picture where the resolution may not be very high. By all means include them in your project, however we are not in a position to guarantee the results. Our software works on triangle warning symbols. Amber triangles are in place to alert you of items that may need altering but it is possible to continue with your order. The red triangles will have to be altered and will not let you continue to order.
How do I Upgrade or Downgrade my photobook?
If you would like to upgrade there are a few points in the software where it will prompt you to do so.
There will be an icon in the software where you can Upgrade or Downgrade the paper style of your book. Select the below image and continue with your desired finish:
Please note you cannot change the product orientation as the templates wont allow this.
I have text wrapping box-warning messages?
If you have a text wrapping box error message on the system, you would need to go to the page where the error is and then extend the borders of the text box until the message disappears.
There is also a chance that you have multiple text boxes on the page that you cannot see. You may need to click on the orange circle end then delete the text box.
What is the difference between Standard & Layflat photobooks?
Our standard paper is our most popular paper option. Printed on 170 gsm silk paper, the simple and effective page styles really showcase the quality of this amazing paper really enhancing your photos.
Want to give your book that little something extra? Try upgrading to our 216GSM silk layflat paper. This added extra ensures the pages lay perfectly flat, allowing double page spreads to be viewed without losing any of the image in the spine.
My Promotional Code(s) is not working?
If you are using a promotional code with your order, please ensure correct book type is chosen to match the promotional code. Be sure to enter the details carefully. Click redeem to achieve the discount. Orders using promotional codes are restricted to 1 copy. If more copies are required see below. *Please note that there can be some confusion between 1’s and I’s and 0’s and O’s please check this.*
Have you got a voucher that you would like extending?
We have a brand new service where you can extend your voucher codes for one month at a special price, click here for more info.
Can I extend an already expired voucher?
The good thing about our new voucher extension page is that if your voucher expired within the last 7 days, you can re-validate it for one month at a special price.
How can I redeem my voucher code?
You can redeem your voucher code once your product has been finished on our ‘Payment’ checkout 3rd page in the ‘Voucher Code’ box with the redeem button next to it.
What offers are we currently doing?
You can check out our latest offers here, this is updated monthly so be sure to keep up to date with this page.