FAQ   Included on this page  •  Most Common FAQ  •  How to Videos  •  Detailed FAQ 

 

Most Common Frequently Asked Questions

 

  1

I keep getting an error when I try to save - Answer

  2

My payment failed at the paypal stage, what do I do next? - Answer

  3

How long will it take for my order to arrive? - Answer

  4

I’m having trouble uploading photos - Answer

  5 

Part of the software is hidden from view - Answer

  6

I have just submitted an order, can I make changes or cancel my order - Answer

  7

Can I change the size, style or colour of a book once I’ve started? - Answer

  8

How do I add or remove pages after I have started a book - Answer

  9 

How much does a book cost? - Answer

  10

How do I add text? - Answer

  11

Can I create slightly modified versions of the same project? -  Answer

  12

Can I design my book using InDesign - Answer

 

 

 How To Videos

 

Detailed FAQ

 

Payment Information

How can I pay for my order?

What credit cards are accepted?

Do I need a PayPal account?

Difficulty paying?

Account Details

Creating an account

Forgotten your Password?

Changing your account details

Order Information

Making sure you don’t order shopping cart items until you are ready

How can I redeem a promotional coded coupon?

May I cancel an order and receive a refund?

May I make a change once I have placed my order?

What is the expected time to receive my order?

Receipt of Part Order

Technical Help

Uploading photos

Clearing your Browser cache

Periodically clearing the cache will free up space on your computer.

Are my photos resized during upload?

What format do my photos need to be?

 What colour space profile should I use if I am doing my own colour correction?

Digital Prints

Ordering Digital Prints

Previewing Images for Cropping Boundaries

How do I Crop a Photo?

Can my Photos have White Borders?

Can my Photos have text overlaid?

Photo Books

Appearance of a Red Cross (X) or Yellow Exclamation Mark (!) on your photos

Once started, am I able to change styles?

Can my photo book be printed in different sizes, once completed?

Can I arrange my photos in my photo book in a specific order?

Can I add more photos to my project after starting?

Appearance of a Red Cross (X) or Yellow Exclamation Mark (!) on your photos

Can I add extra pages to my project?

Can I add text to my project?

Can I add borders to my photo book project?

Can I change the background in my project?

Adding embellishments to your project

Classic photobooks with front cover cut out … does the dotted line appear in the finished project?

Can I create slightly modified versions of the same project?

My saved project appears different from the one I ordered. Will my final changes be printed?

Can I reorder more copies of a project I have accidentally deleted?

Canvas Prints

There is a red border around my work area

Appearance of a Red Cross (X) or Yellow Exclamation Mark (!) on your photos

Can I add text to my canvas print?

Can I add borders to my photos in a canvas print project?

Can I change the background of my canvas print?

Adding embellishments to your canvas print project

Am I able to order canvas prints in a different size from that created in my project?

Am I able to upload more pictures once my project is underway?

My saved project appears different from the one I ordered. Will my final changes be printed?

Am I able to clean my canvas print?

Photo-Gifts

Have I done it correctly if I can’t see the finished gift on the screen?

Appearance of a Red Cross (X) or Yellow Exclamation Mark (!) on your photos

Can I add text to a photo-gifting item?

Calendars

Can the start date of my calendar be altered once I have started a project?

Am I able to upload more pictures once my project is underway?

Appearance of a Red Cross (X) or Yellow Exclamation Mark (!) on your photos

Can I create different versions of the same project?

My saved project appears different from the one I ordered. Will my final changes be printed?

Can I reorder more copies of a project I have accidentally deleted?

 

Payment Information

How can I pay for my order?

When you have added your product to the shopping cart, you may complete the payment using your credit card or PayPal. Orders will not be processed without prior payment. PayPal Australia provide the payment option. PayPal is a VeriSign Secure site which encrypts information and sends payment details via a Secure Socket Layer (SSL). This is a security protocol whereby data is sent via an encrypted connection.

PayPal is an internationally recognised online payment system. For more details, click here.

What credit cards are accepted?

Visa and Mastercard are the only two types of cards accepted.

Do I need a PayPal account?

No, you may simply use your credit card.

Difficulty paying?

All payments are collected through PayPal. Should you be experiencing problems making payment, you should contact the PayPal help desk on 1800 073 263.

 

Account Details

Creating an account

Click on the ‘Sign In’ button on the top of the home page. This opens a new window. (If a new window should not open check and turn off any pop-up blockers that may be active on your internet browser).

Click on the ‘Register for free’ button.

Enter the requested information then click on the ‘Submit’button.

Forgotten your Password?

Simply click on the ‘Forgot my password’ link on the Sign In page. Where indicated, enter your email address and your will be sent an email confirming your new password information. (Check your spam or junk folders if you do not receive the email).

Changing your account details

Click ‘Sign In’, then enter your email address and password.

When you are in the site, click the ‘My Account’ button at the top of the page.

Then change your account details and click ‘Apply’.

 

Order Information

Making sure you don’t order shopping cart items until you are ready

Once you have signed in, click on the Shopping Cart button at the top of the page. A View Details button appears next to each product. Click on the ‘–‘ button next to the item you are not ready to order until the quantity equals zero. Then click ‘OK’.

At the time you are ready to order, repeat the process, clicking the ‘+’ button to increase your required quantity to the desired amount.

How can I redeem a promotional coded coupon?

1. If you have not already done so, Sign Up, or Sign In to www.digitalprintaustralia.com

2. Design your order then place the completed item in the Shopping Cart.

3. Repeat this process with any other items that you may wish to purchase.

4. In the ‘Invoice Summary’ section (in the promotions drop down menu, left of the screen) select ‘Use Coupon Code’. Enter the appropriate code and click ‘Apply’. The amount of the discount will be shown in red.

5. Proceed to the checkout and make your payment.

May I cancel an order and receive a refund?

No. Unfortunately our system is automated and is unable to be altered.

May I make a change once I have placed my order?

Again, no. The automated process prohibits any changes being made.

What is the expected time to receive my order?

We aim to deliver all orders within 7 - 10 days of the order being placed. This can vary according to demand and public holidays etc.

Receipt of Part Order

Some of our processes are completed in different factories so you may possibly not receive your complete order in the same parcel. You can check the ‘My Orders’ section of the website to confirm the current status of all parts of your order.

 

Technical Help

Uploading photos

1. Sign In on the website using your email address and password.

2. Find and click on the ‘My Photos’ button

3. You will need to create an album to upload your photos into.

4. Click on the ‘Upload Pictures’ button. (It appears in the bottom right hand corner of the main menu screen).

5. Select an upload quality. Select an option and click OK. (For large items such as canvas prints you should use the ‘Large Image Upload’ option. For more detailed information, click here.

6. At this point you will be able to select the location on your computer from which to upload your photos. (It is a good idea to gather your photos into a relevant folder prior to uploading, to save searching in different folders for your pictures).

7. Select the relevant images. Hold the shif key down to select more than one imange. Click the ‘Upload’ button and your photos will be uploaded to your album.

Clearing your Browser cache

Your Temporary Internet Files folder (often referred to as the ‘cache’) contains a ‘travel record’ of the items you have heard, seen or downloaded from the Web, and includes images and Web pages. These objects are stored in this folder, taking up space which can result in your computer taking more time to display a Web page.

Periodically clearing the cache will free up space on your computer.

To get instructions on how to clear the cache. We recomend goggling "how to clear cache in ----insert your web browser---". Example of browsers are "Internet Explorer", "Firefox" or "Google Chrome"

Are my photos resized during upload?

3 different upload options are available.

Small – Suitable for small gifting type items

Medium – Suitable for regular prints and some enlargements

Large – Suitable for larger prints and canvas prints

The image will be resized according to your selection. Upload speeds will increase if you choose the smaller upload option, but image quality is reduced. You need only select the upload option appropriate to the product you are ordering. Image quality will not increase by choosing a higher upload option.

What format do my photos need to be?

Only JPEG format files are accepted.

What colour space profile should I use if I am doing my own colour correction?

We recommend the use of the sRGB colour space profile in any external image editing software (eg PhotoShop) package.

 

Digital Prints

Ordering Digital Prints

1. From the Main Menu click on ‘Digital Prints’, followed by ‘Create Now’.

2. Select the album where you have uploaded your photos to and click OK. (For help uploading, click here).

3. After selected the photos you would like to order, click ‘Next’.

4. Select the appropriate print size for your photos.

5. On each photo, use the ‘Preview’ and ‘Edit’ features to eliminate the possibility of parts of your photo being cropped off at the print stage. Areas that will be cropped are marked with a grey shaded area at the editing stage. (For more information, click here).

6. Select the prints you wish to order by clicking on them or by clicking on the ‘Select All’ button.

7. Use the ‘+’ key to indicate required quantities of each print.

8. When you have finished, click the ‘Continue’ button.

9. Note that you will need to confirm that you have previewed your order. (For more information, click here).

10. Choose the paper type for your prints and click ‘Continue’.

11. Select any desired border options and click ‘Continue’.

12. To finalise your order, click on the ‘Check Out’ button or ‘Continue Shopping’ to add further items to the Cart.

Previewing Images for Cropping Boundaries

Your original image and the paper size on to which it is to be printed may necessitate some cropping. Previewing your photo to confirm that unwanted cropping has not occurred can be done prior to proceeding with your order. To preview a photo:

1. Choose the photo/s you wish to order and the size from the list on the right hand side of the screen.

2. You may preview a photo by clicking on it once. This will highlight the photo.

3. Click on the ‘Preview’ button.

4. This will display the photo. Any cropping that is to occur in the print process is highlighted with dark grey shading. This area will not appear on your printed photo.

5. To adjust the cropped area of the photo, close the Preview window. Click on ‘Edit’ and then ‘Crop’.

How do I Crop a Photo?

Uploaded photos are able to be cropped when placing your order, by following the instructions below. Any changes you make to these photos will only be reflected in the printed product, not on your original images.

1. When creating your print order, select a photo you wish to crop by clicking on it once. This will highlight the photo.

2. Click the ‘Edit’ button.

3. Select the ‘Crop’ tool.

4. Drag the circle on the corner of the print area to adjust the size of this area. (You may also grab the edges of the highlighted area to achieve the same result). You may also click and drag from the print area to relocate the area you wish to be printed.

5. Simply click ‘Apply’ when you are satisfied with your result and then ‘Save’.

Can my Photos have White Borders?

No. This is not an option using the online service.

Can my Photos have text overlaid?

No, this is not possible once they have been uploaded. You may wish to use an external image editing software suite such as PhotoShop to achieve this result prior to uploading your photos.

 

Photo Books

Appearance of a Red Cross (X) or Yellow Exclamation Mark (!) on your photos

These two warnings are telling you that the image you have used for your print are of a low resolution and may give poor results when printed. We advise you not to proceed with your order should these warnings appear. To correct the problem, select a smaller size print or upload a larger size image.

Once started, am I able to change styles?

No. Going back to the start of the project means you will lose the progress of the project. You may save the project you are working and start again, now using a new project, and the original saved project can be used as a point of reference when recreating it.

Can my photo book be printed in different sizes, once completed?

No. Each book requires an individual project to be completed.

Can I arrange my photos in my photo book in a specific order?

Yes. You will have a choice to have your photos automatically placed, or you may select your own layout. To position your photos yourself, select the ‘Auto Create – Automatically fill the book with your selected pictures’ option when prompted.

Can I add more photos to my project after starting?

Yes. One your project has commenced, click on the ‘Load More’ button and follow the prompts. This will allow you to upload more images.

Appearance of a Red Cross (X) or Yellow Exclamation Mark (!) on your photos

These two warnings are telling you that the image you have used for your print are of a low resolution and may give poor results when printed. We advise you not to proceed with your order should these warnings appear. To correct the problem, select a smaller size print or upload a larger size image.

Can I add extra pages to my project?

Yes. To achieve this, follow these instructions:

1. Open your project

2. Click on ‘Arrange Pages’ (the button at the bottom of the screen)

3. Select the page following the page you would like to add simply with a single click.

4. Click on the ‘Insert’ button.

5. You may also change the sequence of your pages by clicking on the selected page and dragging it to a new location.

Note: There are additional charges for extra pages (see here for more pricing). You can not add extra pages to 4x4” or 8x8” photobooks with soft covers as they must have 20 pages in total.

Can I add text to my project?

Yes. Follow these instructions:

1. Open your project to the page you would like to add text on.

2. Click on the ‘Text’ tool in the toolbar (on the left of your work area). ‘Add Text’ appears on the page. It is surrounded by a blue border.

3. Click on the ‘Text’ tab in the toolbar and insert the necessary text in the box provided.

4. Font style, colour and alignment may be altered as desired.

5. The size of the text is able to be controlled by clicking and dragging the corner of the text box, or with the ‘Zoom’ tool on the Position tab.

6. If you wish to delete the text, click on it once then click the ‘Delete’ button.

Can I add borders to my photo book project?

Yes. Follow these instructions:

1. Open your project.

2. Click on the ‘Borders’ button (in the menu at the top of the work area).

3. Borders are grouped in categories. Select the appropriate category from the drop-down menu.

4. Selected your required border. Then click and drag it onto the photo in your project.

5. In the ‘Border Options’ window you may select which photos you wish to apply the border to, then click ‘OK’.

Note: If you wish to delete a border, select and drag the ‘No Border’ thumbnail on the image in the work area.

Can I change the background in my project?

Yes. Follow these instructions:

1. Open your project.

2. Click on the ‘Backgrounds’ button (in the menu at the top of the work area).

3. Backgrounds are grouped in categories. Select the appropriate category from the drop-down menu.

4. Select your required background. Then click and drag it onto the page in your project.

5. In the ‘Background Options’ window you may select the appropriate pages to apply the background option to, then click ‘OK’.

Adding embellishments to your project

When adding embellishments to your project, follow these instructions:

1. Open your project.

2. Click on the ‘Embellishments’ button (in the menu at the top of the work area).

3. Embellishments are grouped in categories. Select the appropriate embellishments from the drop-down menu.

4. Select your required embellishment. Then click and drag it onto the page in your project.

5. You may resize the embellishment by clicking and dragging the corner of the image (or by using the ‘Zoom’ tool in the tool bar on the left hand side of the work area). The embellishment may be rotated using the ‘Rotate’ tool.

Classic photobooks with front cover cut out … does the dotted line appear in the finished project?

No. These books have a cut-out window in the cover, allowing you to see the first page image through the cover. The dotted line is a guide only, indicating the area that will be visible through the cover. It does not appear on the printed page.

Can I create slightly modified versions of the same project?

Yes. - More information

My saved project appears different from the one I ordered. Will my final changes be printed?

Yes. The project received at the lab will be exactly as it was when placed into your ‘Shopping Cart’. Pressing ‘Save’ when you have completed your project (and before placing it in the Shopping Cart) is strongly advised. Each time you press ‘Save’ your project is captured in its current form.

Can I reorder more copies of a project I have accidentally deleted?

No. You will have to recreate your project.

 

Canvas Prints

There is a red border around my work area

Yes. This is the area that will be wrapped around the side of the frame on the finished print. (The border does not print – it is a guide for cropping only). Make sure the image you wish to see appears inside the red border prior to submitting.

Appearance of a Red Cross (X) or Yellow Exclamation Mark (!) on your photos

These two warnings are telling you that the image you have used for your print are of a low resolution and may give poor results when printed. We advise you not to proceed with your order should these warnings appear. To correct the problem, select a smaller size print or upload a larger size image.

Can I add text to my canvas print?

Yes. Follow these instructions:

1. Open your project.

2. Click on the ‘Text’ tab (found on the left hand toolbar). ‘Add Text’ appears in the work area. It is surrounded by a blue border.

3. Click on the ‘Text’ tab (left hand toolbar) and insert required text in the text box.

4. Font style, colour and alignment can be altered as required.

5. The size of the text may be altered by clicking and dragging the corner of the text box. Alternatively, the ‘Zoom’ tool on the ‘Position’ tab may be used.

6. If you wish to delete the text box, click on it once then click the ‘Delete’ button.

Can I add borders to my photos in a canvas print project?

Only to collage canvas prints. They cannot be applied to single image projects. If you wish to apply borders to your collage project, follow these instructions:

1. Open your project.

2. Click on the ‘Borders’ button (from the menu at the top of the work area).

3. Borders are grouped in categories. Select the appropriate border (from the drop-down menu).

4. After selecting which border you wish to use, click and drag the border onto the appropriate photo in your project.

Note: To remove a border from the project, select and drag the ‘No Border’ thumbnail onto the image in the work area.

Can I change the background of my canvas print?

Yes. Follow these instructions:

1. Open your project.

2. Click on the ‘Backgrounds’ button (in the menu at the top of the work area).

3. Backgrounds are grouped in categories. Select the appropriate category from the drop-down menu.

4. Select your required background. Then click and drag it into your project.

Adding embellishments to your canvas print project

When adding embellishments to your project, follow these instructions:

1. Open your project.

2. Click on the ‘Embellishments’ button (in the menu at the top of the work area).

3. Embellishments are grouped in categories. Select the appropriate embellishments from the drop-down menu.

4. Select your required embellishment. Then click and drag it onto the page in your project.

5. You may resize the embellishment by clicking and dragging the corner of the image (or by using the ‘Zoom’ tool in the tool bar on the left hand side of the work area). The embellishment may be rotated using the ‘Rotate’ tool.

Am I able to order canvas prints in a different size from that created in my project?

No. It is not possible to alter a project you have saved in a different size. To achieve this, you need to create a new project.

Am I able to upload more pictures once my project is underway?

Yes. Click the ‘Load More’ button and follow the prompts provided.

My saved project appears different from the one I ordered. Will my final changes be printed?

Yes. The project received at the lab will be exactly as it was when placed into your ‘Shopping Cart’. Pressing ‘Save’ when you have completed your project (and before placing it in the Shopping Cart) is strongly advised. Each time you press ‘Save’ your project is captured in its current form.

Am I able to clean my canvas print?

Yes, but do not use water or cleaning fluids. To remove dust from the print, use a soft brush attachment on a vacuum cleaner and gently apply it to the surface of the print.

 

Photo-Gifts

Have I done it correctly if I can’t see the finished gift on the screen?

With these gifts, you must drag your image into the work area and position (or edit) it as required. The image visible in the work area is what will be printed on the chosen item.

Appearance of a Red Cross (X) or Yellow Exclamation Mark (!) on your photos

These two warnings are telling you that the image you have used for your print are of a low resolution and may give poor results when printed. We advise you not to proceed with your order should these warnings appear. To correct the problem, select a smaller size print or upload a larger size image.

Can I add text to a photo-gifting item?

Yes. Follow these instructions:

1. Create your photo-gifting item, adding your photo as normal.

2. Click on the ‘Text’ tab (found on the left hand toolbar). ‘Add Text’ appears in the work area. It is surrounded by a blue border.

3. Click on the ‘Text’ tab (left hand toolbar) and insert required text in the text box.

4. Font style, colour and alignment can be altered as required.

5. The size of the text may be altered by clicking and dragging the corner of the text box. Alternatively, the ‘Zoom’ tool on the ‘Position’ tab may be used.

6. If you wish to delete the text box, click on it once then click the ‘Delete’ button.

 

Calendars

Can the start date of my calendar be altered once I have started a project?

No. The progress of the project is lost if you return to the start date. Simply save your current project and start afresh, using a new project.

Am I able to upload more pictures once my project is underway?

Yes. Click the ‘Load More’ button and follow the prompts provided.

Appearance of a Red Cross (X) or Yellow Exclamation Mark (!) on your photos

These two warnings are telling you that the image you have used for your print are of a low resolution and may give poor results when printed. We advise you not to proceed with your order should these warnings appear. To correct the problem, select a smaller size print or upload a larger size image.

Can I create different versions of the same project?

Yes. - More information (this shows a photo book, but the process is exactly the same)

My saved project appears different from the one I ordered. Will my final changes be printed?

Yes. The project received at the lab will be exactly as it was when placed into your ‘Shopping Cart’. Pressing ‘Save’ when you have completed your project (and before placing it in the Shopping Cart) is strongly advised. Each time you press ‘Save’ your project is captured in its current form.

Can I reorder more copies of a project I have accidentally deleted?

No. You will have to recreate your project.

 

Digital Print Australia - Full Service Professional Printing - Since 1973

Freecall - 1800 970 971 - Contact Us