Webshop Troubleshooting

Occasionally, problems may occur in the web browser or an error message may appear. For such cases, we have created a step-by-step troubleshooting guide that you can use to try to fix the problem.

Internet Connection Issues

A stable, fast, and consistent internet connection is crucial. If your connection is unstable, various problems can arise. Possible causes include:

• Weak Wi-Fi signal due to distance from the router or interference from other radio signals.
• Technical issues with the router or internet service.
• Unstable or slow mobile internet connections. If possible, use Wi-Fi instead of mobile data.
• Slow public or free networks (hotel networks, low signal areas).
• Damaged or low-quality internet cables.

Ensure your connection is stable and strong, as the webshop cannot function offline.

Slow response or display issues

If the webshop is reacting slowly, hanging, or displaying incorrectly, try these steps:

1. Save your project in your account.
2. Clear your browser cache and cookies.
3. Check for software updates for your browser and operating system.
4. Close the browser and all programs, then restart your computer.
5. Scan for malware and disable any browser extensions.
6. Use a mainstream browser like Google Chrome, Apple Safari, Mozilla Firefox, or Microsoft Edge.

After completing these steps, test if the issue persists by trying a different browser or device.

Website and Menu Images/Features Not Loading ("Broken Images")

“Broken images” usually indicate that a software, firewall, or router is blocking certain connections. To troubleshoot:

1. Connect with different devices on the same network and try other networks (for example, mobile data vs. Wi-Fi).
2. If the issue occurs only on one device, focus on troubleshooting that device.
3. If it affects all devices on the same network but not others, it may be a router, ISP, or network administrator setting.

Check your firewall settings or contact your ISP or network administrator for assistance.

Unable to Proceed to Payment or Checkout

If you cannot proceed to payment or checkout because the Pay now or Order now buttons are inactive, it may indicate an issue with the items in your cart or the information you’ve entered. Check the following:

1. Ensure no items show red warnings like “Project invalid”, “Review project”, or “No longer available”. Edit the project to resolve these issues.
2. Verify that all entered data (name, address, email, voucher code) is correct. Remove any unnecessary spaces or special characters.
3. If the voucher code field is red, delete the code and click Redeem with the field empty.
4. Ensure the address is correct, especially if the system couldn’t verify it. Use alternative address formats if needed, or use the system-suggested address. Add any additional information in the Additional address information field.

Uploaded PDF Files Not Fitting Correctly on Photo Book Cover/Pages

Ensure your PDF files match the correct sizes as specified in the Professional Zone. Use the templates provided, and double-check that you’ve selected the correct article properties, such as cover material and paper type, which affect the cover size.

Still Experiencing Problems?

If the issue persists, try accessing the webshop on a different device (laptop, tablet, mobile phone). If the issue does not occur on another device, the problem may be specific to your original device or browser. Remember, you can also download our desktop software as an alternative.

If you still need help, contact our Support team with the following details:

• A description of the steps leading up to the problem or error message.
• Full-screen screenshots or a short video of the issue.
• The name and version of your operating system and web browser.

This information will help us investigate and resolve your issue more efficiently. Thank you for providing these details.