FREQUENTLY
ASKED
QUESTIONS

TROUBLE SHOOTING

If your voucher code is not working then follow these steps;

  1. Go through the order process again but do not enter the voucher code in the voucher code field.
  2. This time enter your voucher code in the comments field and include the voucher value.
  3. Continue with the order process and chose to pay by EFT but do not make any payment as the system will charge you the full amount.
  4. At the end of the order process your order will start to upload.
  5. Once we receive your order we will see the voucher code in the comments field at allocate it to your order.
  6. If there is anything further to pay our accounts department will let you know via email.
  7. Whenever you send any order you should receive a confirmation email a few hours later so look out for it.
Note: For MAC users the reason the voucher code may not work is because you have to manually check for updates. This is very easy and can be done by following these steps;
  1. In the top menu bar of the Burblepix software click on “Configuration”
  2. Next select “Check web for latest files”
  3. Once this is complete try the order process again using your voucher code.
  4. If this does not work then follow the steps 1 – 7 above.

There are occasionally times when customers may experience difficulty uploading their order through the Burblepix software. This is usually the result of using a 3G connection which is not a great solution for photo books. It may also be a result of strict corporate policy and the settings on the firewall that prevent the burblepix software connecting with our server. To get around this please follow these easy steps;

  1. Open burblepix software and the album you tried to order. It may say that it has already been ordered and paid for. Open it anyway.
  2. Once open look at the top tool bar in the program. The one with File, Edit etc. At the end there is an option to click on “order” not the trolley icon.
  3. Click on order then click create another copy. It asks you if you want an exact copy click yes. This creates a new id for the book which can then be ordered as usual with the trolley icon.
  4. Go through the order process again but choose the option “I will bring the order myself”, It will process the file and produce a summary report, Click the green arrow, Your file will then be displayed.
  5. If you get an error message it will give you 3 options “Cancel Order”, “Skip online payment” or “Retry” Choose the option “Skip online payment” This will process the file and produce a summary report, Click the green arrow, Your file will then be displayed.

This is the file that you can send to us. It will be in the form as follows but with different numbers. RT675TY6#FTR5678Y.zip do not change the name. If you need to find the file again it will be saved in the following directory;

For PCs : C Drive of your computer under Burble_submitted orders

For MAC: MAC Hard Drive Users/shared/Burblepix/MPR500_Submitted

It will be encrypted so you cannot view it but you can send it to us using the following website www.mailbigfile.com Choose the free option. The address to send it to us at info@burblepix.co.za. Alternatively send it using www.wetransfer.com or dropbox.

To create another copy of a photo book you have already made is easy. Copies of photo books already made by you can be created in the exact same size or in a different size. Once created you can then make changes are even add to the new copy. Follow these steps;

  1. Open burblepix software and the album you want to create another copy.
  2. It will say that it has already been ordered and paid for. Open it anyway.
  3. Once open look at the top tool bar in the programme. The one with File, Edit etc. At the end there is an option to click on “order” not the trolley icon.
  4. Click on order then click create another copy. It asks you if you want an exact copy click “yes” for an exact copy or “No” for the option to choose a new album size.
  5. It then takes a few seconds for the programme to creates a new copy and ID for the book which can then be ordered as usual with the trolley icon.
  6. Follow the order process through once you are ready to place the order.
  7. Choose to pay by EFT and then continue with the order process.
  8. Once we receive the file our accounts department will send you the amount to pay.

There are times when an order you thought you uploaded was not received. This is usually because internet connectivity was lost during the upload process. In this case you will need to create another copy and upload again by following these steps;

  1. Open burblepix software and the album you want to create another copy.
  2. It will say that it has already been ordered and paid for. Open it anyway.
  3. Once open look at the top tool bar in the programme. The one with File, Edit etc. At the end there is an option to click on “order” not the trolley icon.
  4. Click on order then click create another copy. It asks you if you want an exact copy click “yes” for an exact copy.
  5. It then takes a few seconds for the programme to creates a new copy and ID for the book which can then be ordered as usual with the trolley icon.
  6. Follow the order process through once you are ready to place the order.
  7. Choose to pay by EFT and then continue with the order process.
  8. Once we receive the file our accounts department will send you the amount to pay.
  9. Look out for the confirmation email that we have received your order. This usually comes through a few hours after uploading your job.

Another reason your order may not come through is because of strict corporate policy around your company firewall. You can normally see if this is the case because the upload gets stopped at 9%. In this case you will need to follow the steps below;

  1. Open burblepix software and the album you tried to order. It may say that it has already been ordered and paid for. Open it anyway.
  2. Once open look at the top tool bar in the program. The one with File, Edit etc. At the end there is an option to click on “order” not the trolley icon.
  3. Click on order then click create another copy. It asks you if you want an exact copy click yes. This creates a new id for the book which can then be ordered as usual with the trolley icon.
  4. Go through the order process again but choose the option “I will bring the order myself”, It will process the file and produce a summary report, Click the green arrow, Your file will then be displayed.
  5. If you get an error message it will give you 3 options “Cancel Order”, “Skip online payment” or “Retry” Choose the option “Skip online payment” This will process the file and produce a summary report, Click the green arrow, Your file will then be displayed.

This is the file that you can send to us. It will be in the form as follows but with different numbers. RT675TY6#FTR5678Y.zip do not change the name. If you need to find the file again it will be saved in the following directory;

For PCs : C Drive of your computer under Burble_submitted orders

For MAC: MAC Hard Drive Users/shared/Burblepix/MPR500_Submitted

It will be encrypted so you cannot view it but you can send it to us using the following website www.mailbigfile.com Choose the free option. The address to send it to us at info@burblepix.co.za. Alternatively send it using www.wetransfer.com or dropbox.

For EFT our banking details are as below;

Account: Burblepix
Bank: Standard Bank
Account Number: 250 315 742
Branch Code: 045626
Reference: Quote Your Order Number

Please send your proof of payment to accounts@burble.co.za

The downloadable MAC version of the photo book software may require you to change the permission settings on your MAC as it was not acquired from the App Store. Follow these steps to be able to install the Burble software;

  1. Click on the Apple icon in the top left corner of your screen.
  2. Select the “system preferences” option.
  3. Next select “Security & Privacy”
  4. Under the “General” tab click the lock to make changes.
  5. “Allow apps downloaded from:” select the “Anywhere” option

This should now allow you to install your downloaded file.