Help

Welcome to Katie's Cards Help and
Support Page. You can find the answers
to many problems and questions here.

 


General issues

 

Katiescards.com website has been designed to be user friendly and to run smoothly on your computer. If you do experience any problems, you will hopefully find the solution below. If not please send us an email to help@katiescards.com and we will get straight back to you (Monday to Friday 9am to 6pm GMT)

This website and the animated e cards are designed to work in most browsers on windows and macintosh computers with an internet connection' and the Flash plug-in installed. If your computer, operating system or browser are more than three years old you may experience some problems and it might be worth updating the system and browser software to the latest versions.

Firewalls should not affect the ecards displayed on this site as most default settings should work fine. If you or the e card recipient are having problems related to a firewall, your settings may by set to high security, change the settings to medium or low. Sending ecards to your friends and family should not be affected by firewalls and spam filters, if the can receive normal emails from you. This site opens a new browser windows (or tab) to display our e cards , you or the recipient must also accept user-initiated pop-ups, those created when you click on a link. Most pop-up blockers allow this if you have them set to block pop-ups. If you are not seeing the new window playing your e card it might be a good idea to disable your pop-up window blocker. You can find some advice about your security settings on the Microsoft Help website. 
 
All 'Pre-Scheduled' Ecards, (i.e. ecards set to be sent at a future date) will be sent on or around 4 a.m. GMT (UK time zone). If you are sending an Ecard from a time zone outside UK, please be aware of the time/day when the ecard will be delivered.
 
If you are on a windows PC and using Internet Explorer and you are having problems with the preview button, you can find some instruction how to change your settings to allow pop ups from trusted sites by clicking here.
 

Problems Viewing E-cards

 

I can not view my animated e-cards
You will need to have the latest version of Adobe's Flash Plug-in installed on your computer to view the e cards, It's free and is very quick and easy to install. You can download the latest version by clicking on this link: GET ADOBE FLASH PLUG-IN. All of the ecards on the katiescards.com website are created in Adobe Flash, unfortunately Apple mobile devices like the iPhone and iPad do not support Flash, so the ecards can not be viewed on those devices (and some mobile devices made by other manufacturers).

Nothing happens when I click on the link in the email
Sometimes email programes break the link into two lines, this will prevent it from working as a live link. If this happens you must copy and paste the whole link (both lines) into your browser, copy and paste the first line and then copy and paste the second line of the link into your browser address bar. Do not add any spaces between the "http:" and the end of the address. Once the whole link has been entered into your browser's address line, click "enter."

I can not hear the sound playing when viewing the animated e-cards
All of the e-cards have music and sound. If you can not hear the sound while viewing the e-cards firstly, make sure your speakers are switched on, that nothing else is plugged into the speakers socket like a skype phone, then ensure that the sound is turned up. If you do not have a sound card built in to your computer, or no speakers attached, you will not be able to access the audio part of the e card.

The loading bar is moving very slowly
The e cards available on katiescards.com website have been designed to be viewed on a broadband connection. The ecards will all play if you are on a dial-up connection but some of the cards might take a few minutes to download and play.

The person I sent a card to did not receive it
The first thing to do is check that you typed their email address correctly. Log in and go to 'my cards' and the card history, check there are no typos or spelling mistakes in their email address. Alternatively, their computer or server could be treating the notification email as spam and blocking it, they should check in their spam folder to see if the ecard notification has been sent there by mistake. Another problem is that someone else has accessed the recipients email and viewed the card before they had a chance to.

All 'Pre-Scheduled' Ecards, (i.e. ecards set to be sent at a future date) will be sent on or around 4 a.m. GMT (UK time zone). If you are sending an Ecard from a time zone outside UK, please be aware of the time/day when the ecard will be delivered.

Can I or the recipient get a computer virus from the e card
The e cards are not actually downloaded from the notification e mail, the link in the email takes you to a web page where the e card is displayed in your browser so it is virtually impossible to get a virus.

How do I change an ecard
You will need to log in, then go to 'my cards' and scroll down to cards waiting to be sent, (you can not change a card that has already been sent) and select the e card you want change, then click on action-edit, where you will be given the option to make the changes you want.

If your problems are not solved by the solutions above please email us at: help@katiescards.com and we will get back to you as soon as possible

Problems Logging In

 

If you are not already a member, you must go to membership, then progress through the joining process. Katie's Cards web site is not supported by any advertising or sponsored links so we ask for a small fee for you to become a member to cover our costs. Once you have become a member you can send all of the e-cards on the site (and any new ones added) to as many of your friends and family as you wish for twelve months from the date you join.

My user name and password do not work
Make sure you have typed your username and password into the right boxes exactly as you did when you joined (case sensitive). If you still can not log into your account after re typing, click on the link to the right of the log-in boxes that says 'forgotten password', you will then be asked to enter your email address, and will be sent instructions to re set your password.

I have lost my password and log-in name
Click on the link to the right of the log-in boxes that says 'forgotten password', you will then be asked to enter your email address, and will be sent instructions to re set your password. 

I have changed my email address
You will need to log in using your old email address, then go to 'my account' page where you will be given the option to change your email address

How do I change my other account details
Log in, then go to 'my account' page where you will be given the option to change your account details.

Problems Making Your Membership Payment

 
At present, we accept secure online payment via PayPal or credit card payment via Paypoint (SecPay). We are also a verified PayPal merchant.
 
If you are having problems making payment with PayPal the following checklist may help:
 
  • It sounds obvious, but please recheck all details entered.
  • You may not have enough funds on the card.
  • Has the card expired?
  • If you are using a bank as a funding source within PayPal, are there enough funds?
  • Have you reached your sending limit within PayPal?
  • Your issuing bank may need further verification for some online transactions.
 
 
If you are still having problems with PayPal contact their support team directly for issues relating to their site, click: www.paypal.com or please email us at help@katiescards.com

 

 
If you are having problems making payment with Paypoint, the following checklist may help:
 
  • It sounds obvious, but please recheck all details entered.
  • You may not have enough funds on the card.
  • Has the card expired?
  • Your issuing bank may need further verification for some online transactions.
 
 
If you are still having problems with Paypoint, please contact them directly for issues relating to their site, click: www.paypoint.com or email us at help@katiescards.com