I have trouble saving my project, what can I do?

There are multiple factors that can cause trouble when saving a project.

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? (Tap on "My account" in the bottom right corner. You can find the app version below the text.)
2. When did you first start creating your photo book?
3. Attach a screenshot of the error message or status of the application at the time of the issue.
4. Attach the customer support info.

Most of the time, trouble with saving projects has to do with the storage on your computer. To resolve this as quickly as possible, please try each step below.

1. Please check if you have enough storage space. We recommend at least 2 GB or 20% of the overall storage space to be free.
2. Try saving your product somewhere else by using the "Save as.." option located under the "File" tab. We recommend trying your desktop or an external drive/USB stick.

Did you receive an error message that stated: "Access denied"? Please see my antivirus program is blocking Photobox for further details.

Still not working?

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. For example; where in the editor did this happen? What actions did you do right before the issue occurred?
5. Did you get an error message?
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.

When experiencing issues saving your project, our technical team will need to investigate to resolve as quickly as possible.

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

1. What version of Mac OS are you working on? Click here if you do not know which operating system you are using.
2. What version of our creator tool are you working on?
3. What is the location where you saved the album? Is this on your local drive or desktop?
4. Where did you store the album last? (Was this on your desktop, on an external hard drive, in your documents folder, Dropbox or iCloud?) Did you move the book to another location?
5. Can you duplicate the album? You do this by going to 'File'> 'Duplicate' at the top left of the menu.
6. Please describe step-by-step how the issue occurs. 
Examples: Where in the editor did this happen? What actions did you do right before the issue occurred? Did you get an error message?
7. Attach a screenshot of the error message or status of the editor at the time of the issue.
8. Attach the "Diagnostic package"

If you cannot save your project in our online creator tool, please proceed with the following steps:

1. Click through every page in your photo book in the normal edit view and make sure all elements on all pages in the photo book are properly loaded in the current session.
2. Press the shift key on your keyboard and click on the creator tool button “Save”.
3. The photo book will now be downloaded as a ‘PAP###.albx’ file.
4. Refresh your browser or open a new browser (we usually recommend the browser Google Chrome).
5. Open up an empty photo book in our creator tool. Please note: it does not have to be the same size / type book as originally created).
6. Press and hold the shift key on your keyboard and click on the creator tool button “Open”.
7. A new window will pop up, allowing you to load the file you downloaded previously.
In windows the file will standard be located on C:\users\<username>\Downloads.
In Mac OS the file will be located on the desktop.
8. Your design should now open. Please try and save your photo book again.