How can we help?
In this section, you can find the most Frequently Asked Questions about Once Upon. These can be questions about the app, ordering of books or how to download the app. If you have an iPhone, you can find the app on the AppStore, while if you have an Android phone, you can find it on Google Play. To read about the policies when you use the app and order books from us, you can visit the legal section.
Prices and payment
How much do your books cost?
The price of the book depends on the format you choose as well as how many pages you add (min. 20 pages, max. 150 pages). You can easily see the prices in your currency in the app.*Once Upon, like the rest of the world, is facing higher production and shipping costs, this means you’ll see a slight increase in our prices starting September 20th. As always we are forever grateful that you choose to save your memories and stories in Once Upon books and hope that you’ll continue to do so.
What payment options do you support?
You can pay with Visa or Mastercard. If you live in Sweden, Germany, Denmark, Austria, Norway or Finland, you can also pay with Klarna. If you live in the Netherlands, you can also pay with iDEAL.
I have questions about my invoices, who do I contact?
You contact can reach out to Klarna in their app or on www.klarna.com.
How much is the delivery fee?
The delivery fee per order (no matter how many books you order) is €5.
Can toll costs occur?
Yes, toll or other additional expenses can occur to countries outside of the EU. You, as a customer, are responsible for any toll or other additional expenses that may occur.
I get an error message when I try to pay with my credit card. What can I do?
1. Please make sure you have entered the correct card number. 2. Check that you have money in the account. 3. Make sure your card is open for online purchaces. Since EU have new rules about payment verification (SCA), you might need to verify your purchace with a third party verifcation.If it still doesn't work, please contact your bank. If you have more questions, contact us at firstname.lastname@example.org.
Where do I add the promo code?
You add the promo code at the bottom of the book options page in the app.
My welcome promo code is not working, what do I do?
You get the welcome promo code when you sign up for our newsletter and the code is automatically added to your cart. The code is only valid for two weeks from the day that you signed up for our newsletter, which may be the reason it is not working.
Can I buy a gift card?
As of today, we don't offer gift cards. Maybe in the future!
Our photo books
You can read more about our photo books on our product page.Our photo books
What is printed on the spine of the book?
Our photo books with a hard cover, Compact and Classic, have the title (not the date or subtitle) printed on the spine of the book. Books with a soft cover, Casual, have a blank book spine.
How many pages can my photo book have?
Our photo books can have a minimum of 20 pages and a maximum of 150 pages. You can of course order the book with less than 20 pages, but you'll be left with some blank pages at the end of the book.
How many photos can I add to the book?
You can have up to 444 photos in a book.
Can I create photo books from my computer?
Yes, you can seamlessly make photo books from your computer, phone and tablet.
How many photos can I add per spread?
You can add 1–6 photos per spread, regardless of whether or not you choose to use text.
Can I change the order of my photos?
Yes, under the "Photos & Sequence" tab, you can rearrange the order of your photos by pressing and holding a photo and then dragging it into the desired place. Please note that the first photo in the sequence will always be placed on the left page of the spread if you do not add any text.
How do I choose layout?
You tap the "Shuffle layout" to pick your layout preference. To make even easier for you to create a photo book, we only have pre-made layouts that you can choose from.
Can I change the order of my spreads?
When you create a new spread, it is automatically placed in the end of the book (i.e. at the bottom of app's feed). But you can change the order by using our drag and drop feature. Here's how it works: Click and hold the spread that you want to move, drag it to the desired location, and release. It's that easy!
Can I remove the date on the cover and pages of the book?
Yes. When you edit the cover, you can erase the date (and add a subtitle of your own if you'd like). If you remove the date and don't add a subtitle, the line under the title will also disappear. To show or hide date on your spreads, tap the three dots in the top right corner to access the photo book settings.
Can I write a subtitle under the title on the cover?
Yes, you can add a text under the title.
What format can I select for my cover photo?
You choose between a square, portrait or landscape format and the cover design will adjust accordingly.
Can I use emojis?
Our books don't support emojis. The reason is that emojis are not properly loaded into the print file and will appear as "strange characters" in the book, instead of emojis.
Can I move my photos between the different spreads in the book?
Yes, all you have to do is press the photo that somehow ended up on the “wrong” spread, then drag and drop it where it belongs. If you've added an image caption, it will follow the photo to the new spread.
Can I create multiple books at once?
You can work on as many books as you want to at a time.
Can I make a copy of the photo book?
Yes. Click on the photo book you want to copy, then tap the three dots in the top right corner to access the photo book settings.
Can I copy one or many spreads to another book?
Yes, you can copy one spread at a time. In the mobile app, swipe right on the spread and tap copy. Choose copy and select to which book(s) you'd like to copy the spread. In the webapp, go in to the spread and click the copy icon in the bottom right corner.
Can I preview my spread?
Yes. In the mobile app you swipe left on the spread and tap preview. If you'd like to zoom in a bit more you can tap the screen. You can swipe right or left to preview your other spreads too.
How do I delete a book?
Open the book in the app, tap the three dots in the top right corner to go to your photo book settings and choose delete book. If you delete a book, it can't be undone.
What is the maximum number of characters for captions?
We do not have a character limit for captions since different characters takes up various amount of space. The easiest way to know is to keep an eye on the bar under the image.
Can I change the text format of the caption?
No. Since the caption needs to fit all layouts, it's not possible to, for example, change the size, bold or center the text.
What happens if I shuffle layout with image captions?
You can still use our shuffle seamlessly, the caption will follow the image and change the line breaks depending on the layout.
If I log out or have a new phone, are my photos and photo books saved on my account?
Yes! Your photos and books are saved on our servers as long as you are creating them online. Just remember to let your photos sync before you log out or change phones.
What does the yellow exclamation mark next to my photo mean?
The exclamation mark lets you know that the photo has low resolution, under 3MP, which means it can become blurry printed in the book. If you still want to use a photo with low resolution, we recommend choosing a layout in which the photo is smaller in the photo book.
What does the red exclamation mark next to my photo mean?
The red exclamation mark indicates that the image has not been uploaded properly or that the image file is damaged. Try to delete the image from the spread and then upload the image again.
How do I know if my photos have good enough resolution for print?
If your photos are below our 3 megapixel recommendation, an exclamation mark will appear in the right-hand corner. This is an indication that the photo resolution isn't high enough, and the photo will probably be pixelated in print, but it could work in a smaller format. For best results, however, photos should have at least a resolution of 10 megapixels.
Can I transfer my photos from my computer to my phone?
Yes, you can choose to download the photos to your phone if you have another cloud storage than the two we support (Google photos and iCloud).
Does the app crop my photos if they're not the right size?
For now, we only support square images and 4:3 formats on portrait and landscape images. If your photos have other measurements, they will be cropped to fit our layout templates.
I'm having issues with syncing my photos in the app. What does that mean?
Sometimes it can take a while to sync the photos, depending on how many photos and books need to be synced. Making sure you have a good internet connection may speed up the process.
Why do I receive an error message when I try to add images while my phone is on flight mode?
This is probably because your photos are stored in a cloud service and you do not have the original photo saved on your device. If this is the case, the app can't import the image without internet. The original photo usually have a high resolution, which is needed for good quality printing.
Can you send me the digital version of my book?
No, we can unfortunately not send you the PDF-file, due to secuirty and privacy issues.
How can I create a photo book together with others?
Create an album as usual, making a cover with a title and image. Next, click on the icon with a plus symbol on the book's preview page. Send invitations to your friends (up to 100!) via email, text, Facebook or other options.The invitation can be used by 100 friends, so if you want to invite more you need to create another link. Might be a bit messy, but definitely fun!
How do I create and use the QR-code?
Chose the book you want to share, then tap the icon with a plus symbol in the top right corner. Choose 'Create QR code' and let your friends scan the code with their phone camera, and the photo book will appear in their app.
How can I see who is invited to edit the photo book?
In your photo book, tap the icon showing two figures to see the list of who's accepted your invitation. If someone's missing but you've sent them an invitation, they haven't accepted yet. Why not give them a gentle nudge?
Can I remove a friend's access to edit the book?
Go into your album, click on the icon showing two figures, and select 'Remove'. Doing this cancels access to your project for that specific friend. Photos added will remain in the album as they're stored in the Once Upon cloud, even if the person who uploaded the photos leaves the collaboration.Only the owner (who created the photo book) that can remove collaborators.
Can anyone invite users to collaborate on the book?
Only you as the creator can start a collaboration. However, your friends can forward the invitation link to other friends. Same thing goes for the QR code. You can also choose to close the invitation.
Can everyone who are invited to edit the book add and remove spreads and photos?
Yes! Everyone contributing has the same editing functionality.
Can I invite a user to view the photo book but not access to edit?
No, anyone you add to your project can upload, edit and remove captions, images and spreads.
Can I move photos that another user added?
Within the same spread you can edit the order of any images by going to 'Photos & sequence', where you can view various layout options by clicking 'Shuffle layout'. However, you cannot move an image from one spread to another.
Can I download photos that someone else added?
No. You can't download photos from the book.
Can more than one edit a page at the same time?
Only one person at a time can edit a spread – you can see which spreads your friends are working on in real time through the app. As soon as they've saved their edits, you can go in and edit the spread. If they're inactive for 8 hours, they'll be logged out of the spread, so give them more time or a friendly reminder.
Can I see the spreads that my friends make right away?
Yes, as soon as they save the spread, it appears in your app.
How do I know if my friend updates the book we're collaborating on?
If you allow the app to send notifications, you'll receive push notifications whebn someone adds new images to your album. There won't be any notifications, however, when captions or layouts are edited for existing images.
Can I see which spreads have been updated since my last activity?
You can see your friends edits as soon as they've saved the spread, but the edits won't be highlighted.
Can I go back to older versions of the photo book?
No, unfortunately what's done is done.
Can I work on the collaboration photo book when I'm offline?
No, you need to be online to edit a collab book. If you'd like to work on your project while offline, you can create a regular photo book, make your spreads - and then, when you're online again, copy them into the collaborative album you desire. Tip! This is perfect for doing before a flight.
Can all users who are collaborating on the book order it?
Yes, everyone contributing to the photobook can order a copy. They'll receive the photo book as it appears at the time of ordering.
Can we add any changes to the photo book even if someone else ordered it already?
Yes, you can make edits after ordering, and reorder as many times as you like.
Who can remove the book from the app?
Everyone can remove the collab book from their apps, but only the owner (who created the book) can remove the book for everyone.
Will my photo book still appear in the app after I order it?
Your photo book will be saved in tha app (unless you remove the book), in case you want to order another copy.
Can I cancel an order after I have placed it?
No, it is not possible to cancel orders once they have been placed.
Can I make changes to my book after I've placed the order?
Unfortunately not. If you make changes in the book after you've placed the order, they will not appear in the printed book. We are not able to make changes to your book either.
Can I order multiple books at once?
Yes, you can order as many books as you want at a time. The best thing? You only pay the delivery fee once!
I’ve made two separate orders. Can you combine the delivery of them?
No, we can unfortunately not combine the delivery of two separate orders.
How long is the estimated delivery time?
Sweden, Germany, Australia and the Netherlands: 5-7 business days from order dateThe rest of Europe: Up to 10 business days from order dateUSA: 6-12 business days from order dateThe rest of the world: 10-20 business days from order dateDelivery & Payment
How are the books shipped to me?
We have many different delivery options. The one that suits you best depends on where you live, the size of the books, and the number of books you have ordered.
How much is the delivery fee?
The delivery fee is €5, no matter where you are or how many books you order.
Can I order my photo books with priority/express shipping?
No, we don't offer prioritized or express shipping at this time.
Which countries do you ship to?
Our photo books are shipped all over the world! However, we do not ship to Cuba, Iran, North Korea, Syria, Russia, Belarus or Ukraine (since it is not possible for our shipping partners to ship there).
Where do you print your photo books?
Our photo books are printed in Australia, Germany, the UK, the Netherlands, Sweden, and the USA.
Can I pick up my order at a printer?
No, our print shops do not offer pickup.
How do I check the status of my order?
In your app, tap the truck icon in the top right corner to see the status and tracking number. If you have questions, please contact us at email@example.com.
What do I do if I receive my book defect or damaged?
Please contact us as soon as possible, but at least within 90 days. Always include a photo of the damage/defect, please.Support
I forgot my password. How do I reset it?
You can request a new password in the app.
I can't log in to the app, what could be wrong?
Please check that you are using the correct email address and password. It's so easy to use the wrong email address or password (we've all been there). You can also try to request a new password in the app if you think you have forgotten your password (we've been there too). If that's not working, reach out to firstname.lastname@example.org.
Do I need to create an account to use the app?
Yes, to make photo books in our app your need to sign up for an account. It's free!
Can you change the email address for my account?
No, as of right now, you can't change the email adress linked to your account. We are not able to change your email either, due to personal data security. If you want to create a new account from a new email adress, you can invite the new account as a co-creater to your photo books. That way the new account (with the new email adress) has access to and can copy your old photo books.
If I log out or have a new phone, are my photos and photo books saved on my account?
Yes! Your photos and books are saved on our servers as long as you are creating them online. Just remember to let your photos sync before you log out or change phone.
How do I get my photo books and photos backed up in the app?
When you sign up and verify your email adress the back up automatically starts. You can log in on different phones and keep working on your books, the ones you're working on currently and the ones you've ordered. Just remember that you can only be logged in on one phone at a time.
What happens with my digital photo book after I order a physical copy of it?
After you order your photo book, it will still be saved on your account so you can order it again later on if you want. If you want to remove the photo book though, you can easily delete it.
How do you handle personal data?
How do I sign up for your newsletter?
You can subscribe to our newsletter through the app settings our here on the web.Subscribe to our newsletter
How do I unsubscribe from your newsletter?
In the bottom of our newsletter, you'll find a link you can click to unsubscribe. We can't unsubscribe for you.
How do I delete my account?
If you do not wish to continue using your account, you can delete it at any time in the app's settings. This will remove your account and all your content from our servers and your phone. If you want to unsubscribe to our newsletter, you have to do that seperatly.If you log in via Facebook or Apple, you will need to contact us at email@example.com to remove your account.
I deleted my book from my account, can you help me restore it?
No, we cannot restore books that have been deleted from your account.
Help! Now when I signed in to my app all my photo books are gone. What happened?
Please check that you used the same login method as before. If you usually log in with an email address and password, you can't log in with a Facebook or Apple account that uses a different email address.
It seems like the app isn’t loading and I can’t get past the first page. What can I do?
Please make sure that you have the latest version of the app and that your photos are synchronized. When you've done that you can log out and then log back in to the app. If that doesn't work, delete the app and reinstall it. If you're still having issues, please contact firstname.lastname@example.org.
How do I know which app version I have installed?
Go to Settings > Information & Support. There you can find which app version you have installed.
Which languages is the app available in?
English, German, Swedish, Dutch, Norwegian, Danish, Spanish, French, Italian and Polish. You can change the language by going to Settings > Language.
I can't find the app in my Google Play or App Store, is the app available in my country?
We ship our photo books all over the world, but unfortunately our app is not available in every country (yet!). You can see if our app is available in your country in Google Play or App Store.
I have ideas and feedback about the app or photo books. How do I share them with you?
Lovely! We'd love to hear your thoughts and ideas.Feedback
Can I work on my book offline?
Yes, as long as you use photos from you phone. If you want to add photos from iCloud or Google Photos you need an internet connection. If you want to work on collab-books, you also need an internet connection.