App support
Questions about the Custom Picture Books app for iPhone, iPad or Android? Write to us at [email protected]. We read every message and answer as soon as we can.
Common questions
How do I get my books back on a new phone or tablet?
The app keeps the links to your books on your device. On iPhone and iPad they are also saved in iCloud: keep iCloud turned on for the app and sign in with the same Apple ID on the new device, then install the app again and open "My books". On Android they come back from your device backup: keep the Google backup turned on and use the same Google account on the new device.
My book is still being made. What now?
The pictures are drawn one by one, which takes a few minutes. You can leave the app: "My books" shows the book as soon as it is ready. If it is still not ready after an hour, write to us at [email protected].
I paid, but no book opened.
Open the app again: it finishes a purchase that was interrupted as soon as it starts. If the book still does not open, write to us at [email protected] with the date and time of the purchase (and the order number from your Apple or Google receipt, if you have it). We will find it and open your book.
How do I delete my data and photos?
Write to us at [email protected] and tell us which book it is (its title, or the email address you gave). We delete your photos, the book and your details, as described in our Privacy Policy. Deleting the app removes the links to your books from your device.
How do I get a refund for a purchase in the app?
Purchases in the app are made through Apple or Google, so the refund comes from them: on iPhone and iPad at reportaproblem.apple.com, on Android in the order history of your Google Play account. For a printed product ordered on our website, write to us at [email protected].
Custom Picture Books is a service of Lumond GmbH, Kolonnenstraße 8, 10827 Berlin, Germany. Company details are in the Imprint.