I have trouble opening or editing my project, what can I do?

There are multiple factors that can cause trouble with editing or opening a photo product. 

1. Please first restart the phone and try again. Please do not log out of the Photobox app.
2. Is your phone up to date? If not, please update your phone's OS to the latest version.

Still not working?
We kindly ask you to fill in our contact form with the following information:

1. Which version of the Photobox application do you have? (Tab on "My account" in the bottom right corner. You can see the version of the app below the text.). 
2. When did you first start creating your project?
3. Please describe step-by-step how the issue occurs. We would like to try and reproduce the issue ourselves whenever possible, so please be as detailed as you can.
Examples: Where in the application did this happen? What actions did you do right before the issue occurred? Did you get an error message?
4. Attach a screenshot of the error message or status of the application at the time of the issue.
5. Attach the customer support info (Where can I find the log files in the app (smartphone and tablet)?).

There are multiple factors that can cause issues when editing or opening a photo book. For this reason, our technical team will need to investigate this matter further.

To do so, we kindly ask you to fill in our contact form with the following information:

1. What version of our creator tool are you working on?
2. When did you first start creating your photo book?
3. When did you last save your photo book?
4. Please describe step-by-step how the issue occurs. We would like to try and replicate the issue ourselves whenever possible, so please be as detailed as you can.
Examples: Where in the editor did this happen? What actions did you do right before the issue occurred? 5. Did you get an error message? If yes, please send the error message to us via the error message pop-up.
6. Attach a screenshot of the error message or status of the editor at the time of the issue.
7. Attach all log files as well (Where can I find the log files in the offline creator tool (Windows)?)

There are multiple factors that can cause issues when editing or opening a photo book. For this reason, our technical team will need to investigate this matter further.

To do so, we kindly ask you to fill in our contact form with the following information:
1. Which version of the Photobox software do you have? (Go to the "Photobox" menu and click on "About Photobox"). 
2. When did you first start creating your photo book?
3. When did you last save your photo book?
4. Please describe step-by-step how the issue occurs. We would like to try and replicate the issue ourselves whenever possible, so please be as detailed as you can.
Examples: Where in the editor did this happen? What actions did you do right before the issue occurred? Did you get an error message?
5. Attach a screenshot of the error message or status of the editor at the time of the issue.
6. Attach the diagnostic package (Where can I find the First Aid files as requested by your technical support?).
    - "Diagnostics package"
    - "Partial copy"

Example message:
- "An error occurred when opening the book"
- "Hmm, your photo book cannot be opened at the moment. Please try again later."

Please try the following first:
1. Use a wired Internet connection instead of WIFI.
2. Try using a different browser (we recommend Google Chrome).
3. Delete the cookies in your browser.

Still not working?
We kindly ask you to fill in our contact form with the following information:

1. Which browser did you use to make the project? Click here if you don't know which browser you are using.
2. What is the name of your project?
3. When did you start your album?
4. When is the last time you saved your album?
5. What size and orientation is the photo book? (e.g. landscape L)
6. Attach the ALBX file (Where can I find the .ALBX file in the online creator tool?)