If you cannot see the answer to your query below then visit our newly added 'Useful Tips' section to find more answers to common questions.

What is Auto Update?

Ensure that the Auto Update feature is turned on to ensure you are working with the latest software. We are constantly making improvements for your benefit. When you open your software for the first time agree to auto updates or alternatively check your preferences under the file menu and ensure 'Automatically Check For Updates' is ticked. Watch our short video tutorial below to see how to check for software updates.

View more Vanilla Photobook Tutorial videos.

How do I log in to my account?

You can log in to your account by clicking one of the login links on this site or entering http://vanillaorders.onlinephotopayments.com/ into your web browser.

I can't remember my login details.

If this is the first time you have made a project and are looking to log in for the first time you need to make a new user account. The original registration on the website to get the free book offer is unrelated.

There is a link just below the login boxes, click this and then set up a new account.

Make sure that orders@vanillaphotobooks.co.uk is approved in your mail software to ensure you get our emails.

My job status is showing as 'Waiting For Files' — what does this mean?

After the checkout process the software will create and then upload your finished pages to our server for production.

You have not yet uploaded your files.

Go back into the software, open the project, click the trolley icon, agree to the T&Cs and then, when the box pops up, select the option 'Upload Finished Pages' and press continue.

You will not be charged for this as you have already paid.

Your computer will then upload the files to us for production.

I have gone to upload my files and the software says my pictures are missing.

You have used images that the software can no longer find on your PC. You have either moved them or deleted them. Please either put them back or restore the link by opening them in the left hand picture library window.

Please ensure that your image files have a standard 3 character .tif or .jpg suffix to the filename as the software will not recognise files with a non-standard suffix such as .jpeg or .tiff

Why are my files taking a very long time to upload?

At peak times we can have several hundred people trying to upload files simultaneously. Our servers will only allow a certain number meaning you can't connect or you will get a slow connection. Please try again at a later time.

A broadband connection is recommended and uploading via 3G may take a long time or fail to complete.

I have not received an order confirmation, why?

Make sure you can receive emails from orders@vanillaphotobooks.co.uk
The emails have probably gone in to your spam folder.

Check your job status at http://vanillaorders.onlinephotopayments.com/

I am being asked to pay for postage even though it is supposed to be free, why?

We offer Free First Class Post from time to time. To take advantage of this offer select FREE First Class Post in the Shipping Method Section when placing your order.

I have made an error in my book, can I resubmit the images?

Our system is fully automated and can produce thousands of photo products a day. Once files have been uploaded to our servers they are automatically processed and queued for production. If you have made a mistake please contact us using the contact button but we cannot guarantee we can stop production as it may be too late.

Can I order more copies of a book I have already received?

Yes, to create a new order from an existing project that has already been ordered please do the following:

1. Open the Vanilla Photobook Creator software
2. Select 'Open an Existing Project'
3. Select the Duplicate Project button at the bottom of the screen
4. Give the reprint a name that is different to the original and click OK
5. Now open the new project and proceed to the checkout to re-order
6. You can make any amendments you want to the project before re-ordering

Why does my software hang after I accept the terms & conditions?

Why am I getting an error message "Can't connect to server"?

Once you have accepted our terms and conditions the software sends a URL link request. Your default browser should open and the login page open. If your computer hangs this may be because no default browser is selected. You need to make a browser on your computer the default. Instructions on how to do this with some common browsers are shown here:

Default Web Browser Instructions

I have checked my job status and it still says 'In Production', what does this mean?

This means your files have uploaded correctly to our servers but your order is not yet despatched. Once received your order goes through several production processes before despatch. This process can take anything from 24 hours to 7 working days. Once completed and despatched you will receive an email confirming that your product is on it's way. Ensure you can receive emails from orders@vanillaphotobooks.co.uk.

Do I have to use the pre-set pages?

No, you can change the layout to suit you. Vanilla photobooks start with plain pages that can be used and edited as you wish. Simply choose a page style and drag it onto your page.

What should I do when I get a message about updates?

Check the updates and decide whether to update the software. Select the relevant box, click on start and your software will start the update process.

Quick start guide

Why not take a look at the photobook quick start guide - this will help you to create your digital photobook.

How do I edit, scale or crop an image after I’ve placed it into a picture box?

Double click on the image. This will open the image box editor where you can define the area you want by using the drag and drop resize tool. You can also move the area around to select the part of image you want to use.

Can I rotate my images?

Yes, it’s easy. Right click on the image in the left hand panel before using it within your document. If you’ve already placed the image into your document you simply select the orientation tool in the Inspector panel to rotate the image on the page.

How can I stop an image resizing when I rotate it?

Open the picture box by double clicking and select the area of the picture that you want to be displayed using drag and drop.

Can I cut and paste text from other packages into my Vanilla photobook?

Absolutely. Use Ctrl-C or Apple-C to copy from your package, double click your text box on the Vanilla Photobooks page and then use Ctrl-V or Apple-V to paste the text into the text box.

Can I select my own image as a background?

Yes. Simply add your image to the backgrounds tab using the '+' button on the right hand side of the tab. Or you can drag and drop your image onto the page, right click, select fit to page or spread and send to back if required. You can change the opacity of your image using the Inspector palette.

Can I add a printed cover after creating my book without one?

No, sorry. You must select the printed cover option before creating your Vanilla photobook.

What size or resolution should my image be?

Ideally images should be 300dpi at actual size of print – this will give you the very best possible result.

What happens if I get warning triangles with the ‘low quality message’?

Most images will reproduce fine in the printed product. If you’re using images from a mobile phone or a low megapixel (eg 2 megapixel) camera then the finished print quality will only be as good as the image provided. It’s completely up to you whether to continue using lower resolution images.

Why does the image on the cover look slightly different from the same image used on an inside page?

There will always be a difference between the cover and text pages for the following reasons:

Different material between text and covers will create slight variation

Different finish between text and covers will create slight variation i.e. laminate against UV varnish

Slight showthrough of greyboard on cover material may darken image slightly.

I’m trying to order my Vanilla photobook, but the software is telling me that I have empty text boxes. What does this mean?

Don’t worry! If any text boxes on the pages are left empty the software recognises this and is simply alerting you to the fact before you order. You can ignore the message and continue with your order.

Can I re-order the same book without having to upload my pages again?

Yes, but we only retain files for three months. To reorder your Vanilla photobook just email our customer service team and quote your previous order confirmation number. If you reorder more than three months after your original order, you will have to upload your pages again.

What is the standard turnaround for orders?

Up to 10 working days.

I’m in a hurry! What is the quickest turnaround?

Please see Photobook prices for further details.

Got more questions?

If we haven’t answered all your questions or you’d like to make a suggestion or comment, please contact us, complete the form and we will get back to you as soon as possible. Or why not take a look at our useful tips section.