Access link not working
Open the newest Promise Pages email sent to the address used at checkout. If the link is missing, expired, or opens the wrong library, email us from the purchase address when possible. Include the child’s first name and your order reference so we can verify the purchase and help restore access.
Story generation or delivery status
Check the inbox, spam, and promotions folders for both the order confirmation and the finished-book email. If you received an order confirmation but the finished book has not arrived, send the purchase email, approximate purchase time, and child’s first name. We can check the recorded order and book status.
Name or photo correction
Email us immediately with the purchase email, child’s first name, and the exact correction. We will try to update the order before production reaches the point where those details are fixed. Once personalized production has advanced, a change may require review and may not be possible.
Defective page, reader, or file
If a page is missing, will not load, contains a production error, or an included print-ready download is unreadable, tell us the book title and page number and describe what you see. A screenshot can help, but do not include private access links or unnecessary personal information. We will review whether the page or file can be repaired, regenerated, or replaced.
Photo handling
The original uploaded child photo is used to create the preview and personalized story artwork. The implemented service schedules that original source photo for deletion after every purchased story connected to that preview is complete. Generated previews, story artwork, library records, and order records are separate from the original uploaded photo and remain available as needed to deliver and support the product.
If a source photo has already been deleted, support cannot retrieve it. Do not send a replacement photo by email unless support specifically asks for one in connection with your case.
What to include in your email
- The email address used at checkout
- The purchaser’s name and the child’s first name
- The approximate purchase date
- The order or transaction reference, if available
- A short description of the problem and the device or browser involved
Never send your password, full card number, card security code, or private access link.
Email help@promisepages.comRefund questions
For duplicate charges, non-delivery, technical defects, or cancellation questions, read the Refund Policy before contacting support.