We are sorry to hear that you are experiencing problems using our software.
There are multiple factors that can cause trouble with editing or opening a photo book.
Windows - Offline creator tool
Mac - Offline creator tool
Online creator tool
Smartphone / Tablet app
Windows - Offline creator tool
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?
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 as requested by your technical support?)
Mac - Offline creator tool
We kindly ask you to fill in our contact form with the following information:
1. Which version of the bonusprint software do you have? (Go to the "albelli" menu and click on "About albelli fotoboeken").
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.
7. Attach the diagnostic package (Where can I find the First Aid files as requested by your technical support?).
- "System profile"
- "Application log"
- "Partial copy"
Online creator tool
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 doesn't work?
We kindly ask you to fill in our contact form with the following information:
1. Which browser did you use to make the album? 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 .ALB files as requested by your technical support?)
Smartphone / tablet app
1. Please first restart the phone and try again.
2. Is your phone up to date? If not, please update your phone's OS to the latest version.
Still doesn't work?
We kindly ask you to fill in our contact form with the following information:
1. Which version of the bonusprint application do you have? (Tab on the ‘i’ in the left top corner).
2. When did you first start creating your photo book?
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 as requested by your technical support?).
