Contact - Hofmann

Once the order has been received, we can´t change anything. The different text, images and background layers are merged into only one layer, which can´t be edited. On the other hand, any data manipulation could cause further editing, printing or shipping errors that should be avoided. The program already warns of this, when you start the order process. It is necessary to check carefully before you send the order.

Can I use other ways of payment?

It´s only possible to pay by Visa or Mastercard, which can be of any banking organization. Otherwise the program can´t send the file. The payment by credit card allows an automatic ordering and payment process, which avoids paperwork and costs. This enables us to offer lower prices and to start the production immediately once we receive the file.

What happens if the connection is cut or the PC freezes while the album is being sent?

The program is prepared for this eventuality, just close the program or turn off the PC. Then, open the program again and a window will pop up immediately asking you if you want to continue sending the pending order. Accept and it will do so from the same point at which it was interrupted.

What happens if I cannot download or open the program?

This can occur due to older versions of Internet Explorer or Service Packs on your system. Our software needs Microsoft´s 2.0 .Net Framework to run. If it is not on your system, it is downloaded automatically, but it´s possible that an error connecting to Microsoft downloads happens. To solve the problem, do the following: 1. Download and install the 2.0 Net Framework by clicking this link or by copying and pasting it into your browser:
http://www.microsoft.com/downloads/details.aspx?displaylang=es&FamilyID=5b2c0358-915b-4eb5-9b1d-10e506da9d0f
2. Once the program has been downloaded and installed, re-download and install the Hofmann software. If this fails to resolve the problem, please copy the error message and send it as an attachment to infoen@albumdigital.com

What happens if I don´t receive the e-mail confirming that my order was received?

Our e-mails confirming that "the order has been well received" or that "the order has been sent" are sent automatically by machines. Therefore some spam filters consider them as spam mail and sent them to a spam folder, delete them or simply block them. In the case you do not receive the e-mail confirmation within 4 hours upon your file sending, kindly check the order status at www.hofmann.es Digital/My orders. Simply indicate your e-mail address and your Order No. and you will be able to see your current order status. "In process" status means that your file was well received.

How long does the installation take?

The installation itself is very fast: about 1 minute. What takes most is the downloading of the program from the internet, which will vary based on if your connection is broadband or modem.

How can I place an order?

Once you finish the project, click on the "Order" icon and the system will guide you until the end. Then, the file will be sent to our servers via internet.

Is the payment by credit card safe?

The payment is made by means of a safe and coded connection with the bank La Caixa, one of the main European banks. This is the reason why nobody, not even ourselves, can see any data. Only after the payment has been made, the bank informs us if everything is correct. As the payment is done using a special, secure platform of La Caixa, it is certainly less risky than paying by credit card at a shop or at a restaurant.

Which payment methods can I use?

It's only possible to pay with Visa or Mastercard, which may belong to any banking organization. The payment is made by means of a safe and coded connection with the bank La Caixa, one of the main European banks.

Can I order more than one album in the same order?

Yes, of course, but always of the same project.

How long does it take to send the project file by Internet?

It depends on the number and sizes of the photos and type of connection. It can last with broadband connection between 20 and 40 minutes and with modem between one and two hours. It can seem a long time, but, having low flatrates, you can leave the computer connected.

What should I do when the program indicates that the quality of the photo is not sufficient for the selected printing size?

As it is indicated in the program message, for most of the users the quality over 60% is acceptable. This means that, excepting very small details that are generally unnoticed, the photo will come out well. If you want a 100% for all your photos, you will have to take them with the suitable resolution. For your reference a guide follows :

Resolution	Maximun print size format 21x29
1418 x 1103 pixels	18 x 14 cm. Valid for 2 photos by page with margins
1811 x 1339 pixels	23 x 17 cm. Valid for 2 photos by page without margins.
2205 x 1575 pixels	28 x 20 cm. Valid for 1 photo by page without margins.
2520 x 1890 pixels	32 x 24 cm. Valid for 1 photo for one and a half page.
2913 x 2126 pixels	37 x 27 cm. Valid for double page with margins.
3150 x 2362 pixels	40 x 30 cm. Valid for double page without margins.

How can I change the print settings of a Classic or Maxi Album?

You can change the print settings as long as you still have not placed the order. In order to do that, you should first open your project, then look for the "File/Project" menu option. There, you will find the option to pick the print settings, digital or photo paper print.

How can I change an album format without having to make it all over again?

The only format change you can make in your project is from Classic Album 21x29 cm to Mini Album 11x15 cm. In order to do this, you should first open your project, then hit the "Tools/Transform Size to Mini" menu option. For any other changes, you need to make the album over, prior to choosing the desired format.

What do the triangles that appear on my project photos mean? Will they also be there when it's printed?

The triangles warn you about the resolution of your project's photos. If the triangle is yellow, this means the photo has between 60% to 89% resolution. To most users, a resolution above 60% is acceptable. If, on the contrary, a red triangle appears, this means the photo has between 0% to 59% resolution. The lower the resolution (lower than 60%) the more likely your images will be pixilated (blurred). In this case, it is recommended to reduce the size of the picture box of this photo. These triangles are only informational and therefore will not be printed on the album. If the photo resolution is over 90%, the triangle will not be displayed.

Can I make a copy of my project to a CD, flash drive or external hard drive?

In order to save a copy of your project, you should access the folder where you saved your projects. They are placed in the "My Documents/My Hofmann" folder by default. You will find there as many folders as projects you have created. Find the name of the folder you want to save, and burn it on a CD, flash drive or external hard drive. If you want to make a backup of all your projects, burn the My Hofmann folder directly to the CD or other devices. To open it later, you have to open the program and select the option under "Open", and locate the previously stored projects. Note: If you saved the projects on a CD, you must place them back to your computer hard drive before opening them with the program.

Contact

Our customer support team is at your disposal and pleased to receive any comments, suggestions or questions and to solve any possible claims. Please send us an email to infoen@albumdigital.com. In the case of a query, please check first if it has already been answered in the FAQ section.

We spare no efforts to offer an efficient email service by answering all emails received within an average time of 12 working hours.

Hundreds of thousands of customers mean many hundreds of emails per day. Receiving phone calls instead would often inevitably involve long waits, collapse and frustrating situations.

Therefore we consciously do not offer a phone service. On the contrary, long experience shows us that the email service is simple, short, cost-effective and comfortable. Everything is in text form and can be checked afterwards. Furthermore, it allows us to respond appropriately in the main languages within the European Union.

On the other hand, no phone call would make us attend one specific order more diligently than another.

HOFMANN, S.L.
Ciudad de Barcelona,18
Pol. Ind. Fuente del Jarro
46988 Paterna (Valencia) - España
E-mail: infoen@albumdigital.com

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