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Frequently Asked Questions

  1. The software provides a warning on low quality images.
  2. The software is very conservative and often images with this warning print fine.
  3. Open each page in the “preview” mode and if you are happy with the look of the image/page in the preview option you should be happy with the look in the final printed product.
  4. Unfortunately, we cannot enhance the quality of your images. If you are unhappy with the look of the images in the preview mode, please replace the image with a better-quality image.
  1. An error message “missing images”- displays when you have used photos directly from of an external hard-drive (USB stick, CD, hard-drive, internet, etc.) or you have accidentally moved an image from its original folder.
  2. All images used in the project need to be saved ONTO The actual computer/laptop being used.
  3. Move all images into ONE folder on your laptop/computer (name the folder after the book so you remember/know where to find it)
  4. Once all images are placed into ONE folder open the Desktop software. You will get a notification saying, “this project has missing images- choose the option to “find missing images”.
  5. Follow the steps given and choose the first image (make sure it matches the first image shown in the software) as the “find missing image”.
  6. Choose to continue- the software will recognise that there are other missing images in that same folder.
  7. Choose the option to “find other missing images”, the software will then automatically bring in all of the missing images found in that folder.
  1. Online images are all loaded to “the cloud”.
  2. If a warning of “missing images” shows, try bringing in those images to the software again and leave the software open for an extended period of time to allow the images to load onto the cloud.
  1. Open the desktop software.
  2. Click on the “existing projects” icon.
  3. Click ONCE on the project you are trying to order- choose the “complete order/send files”- if this is not an option continue to step 4.
  4. Look at the bottom of the page and choose the option to “duplicate”.
  5. Rename the project and click go.
  6. You can edit the project if changes need to be made or press the green cart button to continue with the ordering process.
  7. If payment has already been made, please choose the “pay later” option on the payment page.
  8. Please wait for your order number and send this to ffphotobook@newteltron.co.za along with your proof of payment if payment was done via EFT.
  9. Please wait for the pop-up window (sometimes hides behind open tabs so minimise the tab you are on) and choose the first option “upload files”.
  1. Make sure you have a strong and stable internet connection. There needs to be a strong stable line to connect to the server and/or to send files. If internet is stable move to step 2 and 3.
  2. If you are running an anti-virus on your computer, turn the anti-virus off and try and connect/upload again. Anti-virus programmes often block the URL as a potential “threat” and will not allow a connection to the server. Please make sure you re-activate your anti-virus immediately after upload is complete. Please note: This is a very common issue when customers use work computers to create their photobooks.
  3. Make sure that the internet browser you are using does not need to be updated- out of date internet browsers often prevent server connections. Please make use of Google Chrome as your internet browser for the best user experience.
  4. If you receive an error such as “file //F.. is missing” and you have used images from the internet. (Some customers try using their own backgrounds, images from Facebook, or wording from the internet) these often come with a copy write block which prevents the software from uploading them. Go through your images and look for ones that have symbols in the name ($,%,&,(,- etc) then, rename the image WITHOUT ANY SYMBOLS and try to re-upload. If still unable to upload you need to remove the image.

MAC laptops often prevent customers from connecting to the server, if you are using a MAC book that cannot connect to the server, please follow below steps:

  1. Click on the Apple icon on the top left of your screen.
  2. Open System Preferences in the dropdown.
  3. Click on the ‘Security & Privacy’ icon.
  4. This will open a new window – Under the ‘General’ click on ‘Anywhere’ under the section that says, “Allow applications downloaded from”.
  5. A pop-up will now ask you to confirm your choice ‘Allow from anywhere’.
  6. You will now be able to install the software by dragging it into your applications folder. You will also be able to pin it to your task bar if you wish.
  7. NB* We suggest that you revert your settings after installation to improve your security on your Mac.
  1. Use the “Forgot Password” function on log-in page and follow instructions to reset your password.
  2. If you have issues resetting your password, please contact ffphotobook@newteltron.co.za
  1. Go to fotofirstphotobook.co.za and sign into your photobook account.
  2. Click on “my projects” in the top right corner of the page. If you cannot locate your project there, then check under “my basket”.
  3. If you cannot find your project in either of these places, please email ffphotobook@newteltron.co.za for further assistance.
  1. Visit our website fotofirstphotobook.co.za
  2. Login using the “sign in” option.
  3. Look under “my account” then “my orders” and select the “reorder” option.
  4. Follow the ordering and payment process as before.
  1. We have in-store designers that can design the book for a fee.
  2. Please contact your nearest Foto First store for more information on design fees and processes.
  1. Download our free software from our website fotofirstphotobook.co.za Once the software is downloaded you can create your photobook offline (See our video tutorials for design tools).
  2. Once you have finished designing your book- pick the option “add to cart”.
  3. This will connect you to the server online to complete the ordering process.
  4. Register an account with us.
  5. Complete the order form and choose any additions you would like such as:
    -Foiling: writing in Gold/Silver in bottom right-hand corner of front cover
    -Add UV gloss varnishing to pages (pages come standard in a matt finish)
    -Wibalin boxes
    -Linen bags
  6. Select a delivery address and choose payment method. If you have a discount code type it into the redeem voucher option before completing the order.
  7. Please wait for pop-up window to upload your files.
  8. Order confirmation will be sent to you via email.
  1. Go to our website fotofirstphotobook.co.za
  2. Click on either of the tabs “Photobooks”, “Themebooks” or “Lay-Flat Books” and select which product you would like to create.
  3. Choose a product size and click on the option to “Create Online”.
  4. Register an account with us.
  5. You will then be directed to the online software design page.
  6. Once you have finished designing your book- pick the option “add to cart”.
  7. Complete the order form and choose any additions you would like such as:
    -Foiling: writing in Gold/Silver in bottom right-hand corner of front cover
    -Add UV gloss varnishing to pages (pages come standard in a matt finish)
    -Wibalin boxes
    -Linen bags
  8. Select a delivery address and choose payment method. If you have a discount code type it into the redeem voucher option before completing the order.
  9. Order confirmation will be sent to you via email.
  1. Please double check that the product you have chosen to design is the same as the current product that is on promotion. If the product is correct and you still have issues, please contact us at ffphotobook@newltron.co.za for further assistance.
  1. Unfortunately, our online payment platform does not accept international credit/debit cards. Please opt to pay via EFT instead.
  2. If you are using a S.A credit card and it does not work, please contact us at ffphotobook@newltron.co.za for further assistance.
  1. You can only change to another product if it is in the same orientation. i.e., A4 Landscape to an A3 Landscape.
  2. If using the Desktop Software look along the line where there are different icons such as the “add text box” and “preview” icon. In that row you will see what looks like a page with two arrows running in opposite directions over it. Click this button for product change options.
  3. If using the Online Software, the icon is found just above the photobook pages and it looks like a small box with an arrow pointing to a bigger box. Click this button for product change options.
  4. Please note you cannot change a standard photobook to a lay-flat and vice versa.
  1. Create both projects and make sure they are both ready for ordering.
  2. Open the first project and click on “add to cart”, save it to “my basket” and then choose the option to “continue shopping”, this will take you back to your home page.
  3. Open the second project and click on “add to cart”, save it to “my basket”. The software will pick up that you have multiple projects in your shopping basket and will ask if you want to complete the order- click yes and follow normal ordering process.
  1. On your current PC search for “Foto First Photobook software projects”.
  2. In the above folder you will have different folders with all the projects you have created. Please Copy the projects you want to move over onto a USB stick.
  3. On your new PC download the Foto First Photobook software.
  4. Search for the “Foto First Photobook software projects” folder on your new PC and copy and paste those original folders you have saved on your USB stick in this folder.
  5. When you open your photobook software on your new PC you should see your “old” projects under “existing projects”.
  6. Next, save all the images you used for each project in separate folders and copy and paste those folders onto your new PC’s hard drive.
  7. When you try and open the “old” projects in the photobook software on your new PC you will get an error message from the photobook software saying, “images missing”.
  8. Follow the prompts to “find images”. Locate the image folder on your new PC’s hard drive and locate the first image that matches the name of the image given in the “error message”. The software will then recognise other images in that folder that belong to the project and will add them into the project automatically.
  1. Please email ffphotobook@newteltron.co.za and provide us with your contact details, order number and photos of the damaged book/products.