FAQ Frequently asked questions

ACCOUNT

NEW USER - How to access the pictures


You received an email with a link or a code to access your pictures. Click on the link in the email or Go to boutique.fotosko.com and enter the code ((Step1) then click on Continue (Step 2)




EXISTANT USER - Fotosko took my child's pictures last year, do I have to create a new account?


No. Simply follow one of these methods : A 1. Click on the link in the email 2. Enter the same email address that you used last year 3. Enter your password. If you don't remember your password click on Forgot password - you will receive an email with the instructions to reset your password. OR B 1. Go to boutique.fotosko.com et and scroll to the bottom of the page and click on Connexion. 2. In the section Se connecter à un compte existant, enter your username (the same email address that you used last year) and your password. If you don't remember your password click on Forgot password - you will receive an email with the instructions to reset your password. 3. Click on My Account and choose Settings. 4. Enter the code you received in the email. Repeat step 4 if you have more than one child.




SIBLINGS - I have more than one kid photographed by Fotosko. Do I have to create an account for each of them?


No. You only need to create an account the first time you do business with Fotosko. However, you will need to link your email address in your account with the codes. ADD A CHILD 1. Go to boutique.fotosko.com and scroll down to the bottom of the page and click Connect. 2. In the Connect to an existing account section, enter your username (the email address you used to create your account) and your password. You do not remember your password? Click on Forgot password and you will receive an email to reset it. 3. Click My Account and then select Settings. 4. Enter the code you received by email in the Add a child section. Repeat step 4 if you have more than one child.




NEW EMAIL - I am using a new email address? Do I have to create a new account?


No. You only need to create an account the first time you do business with Fotosko. However, you will need to update your email address in your account. Here's how. 1. Go to boutique.fotosko.com and scroll down to the bottom of the page and click Connect. 2. In the Connect to an existing account section, enter your username (the email address you used to create your account) and your password. You do not remember your password? Click on Forgot password
and you will receive an email to reset it. 3. Click My Account and then select Settings. 4. Click Edit next to your username (your email address). Enter your new address and save. (green) 5. Enter the code you received by email in the box provided for this purpose in the Add a child section. (orange) Repeat step 5 if you have more than one child.





ORDER

MOBILE NUMBER - I don't want to share my cell number, what should I do?


Since the system requires a phone number, just enter 111-111-1111 if you don't have a cell phone or don't want to share it. However, be sure to enter a valid email address to be notified when your photos are available and in order to access and order your photos. You will not receive any proofs or envelopes.




SEPARATED PARENTS - We are separated, can we each place our own order?


Of course you can! You can even share the access code to grandparents, friends, family, etc.! Everyone can then create their account, access the photos and place their order independently.




NUMBER OF POSES - Do all children have the same number of photos?


We take a lot of photos of each child to make sure we have lots of great photos for you. We always provide at least 3-4 different poses. When we have more, we are happy to share them, as we can'tt keep these little treasures for ourselves!




DETAILS IN THE BACKGROUND - Why is there an electrical outlet behind my child?


We always try to find an angle where there is no such object. But as we photograph in natural surroundings, sometimes wedged between 2 desks, it happens that the perfect angle does not exist. We prioritize the child first and foremost. If you have a picture whose background is not perfect, it is surely because we found that your child was irresistible! However, if there is a detail that really annoys you, know that we offer a touch-up service starting at $ 10.




FRIENDS PICTURE - My son has a photo with a friend but not my daughter, is this normal?


If the school (and time) allow us, we like to offer to take a photo with 1 or 2 friends. When a child did not want to take a photo of friends, we did not insist, it is optional.




FRIENDS PICTURE - My oldest told me that he took a photo with a friend but I can't see it ...


The photo may not have been assigned to your child by mistake. Please contact us at info@fotosko.com and provide: - your child's name
- his group
- the name of the friend (s) with whom is on the photo




RETOUCH - My child was injured the day before the photo was taken. Can you remove the scratch on his nose?


Most of the time yes. We offer a retouching service starting at $ 10 per photo. Please contact us at info@fotosko.com for a more accurate quote.




PRINTING SHEET - What is a modular printing sheet?


A print sheet with modules allows you to choose the number of images (modules) that will be printed on the 8x10 sheet. Several templates are available. When you choose a template, the modules will be filled by default but you can change the photos as you wish. An 8x10 print sheet can contain from 1 to 16 photos. ​​




SIBLINGS ORDER - Can I purchase the pictures of all my kids in a single order?


On the blue section «My pictures set» click on the arrow just right of your child name and select your other child. You can now order pictures of this kid. Repeat this step to toggle between your kids galleries. Only the FAMILY ECONOMY combo allows you to order photos for more than one child in one and the same package. NOTE: when you select this combo, by default the system will put photos of only one child. You will have to add the photos of the 2nd, 3rd child manually by selecting the gallery of the child in the upper left, choose the photo box and click on Insert image. You can also combine several children on a single print sheet.




DIGIPACK - Where are the digital photos I bought?


You must connect to boutique.fotosko.com and click on '' My account ''.
Then click on the Digital Files tab. Here you will find all the digital files you have ordered.
We suggest you download one picture at the time by double-clicking on it.




DELIVERY - Where will my order be delivered?


During the free School delivery period you have 2 options: free delivery to school or home delivery for a fee of $ 8.95 plus taxes. There may be additional delivery fees depending on the weight and size of the items.




DELIVERY DELAY - When should I expect my order to be delivered?


Prints are usually delivered within 2-3 weeks of the school's order deadline. There may be exceptions such as for class books and some photo objects.




DELIVERY FEES - How much does cost Home delivery ?


School delivery - FREE
To take advantage of free school delivery, you must respect the deadline.
Home delivery
Starting at $ 8.95 plus taxes




PCTURE BACKGROUND - Is it possible to change the background of the photo?


No. Since we take photos in the classroom without staging, we cannot change the background.




MULTIPLE POSES - Can I put more than one pose on one sheet?


Yes absolutely, except for Saving Combos - where you choose only one picture. Step 1. Select the module on the right section that you want to change the image. Step 2. Select the new picture from the photo gallery on the left and either drag it to the selected module or click on Replace. You will then have to choose whether you want to change only this photo or if you want to replace all photos with the new one.





PAYMENT

PAYMENT METHODS


When you proceed to Checkout, you will be redirect to Stripe Payment secure gateway CREDIT CARDS: Visa, Mastercard DEBIT-CREDIT CARDS: the only debit cards accepted are the one that are both DEBIT-CREDIT like, for instance BMO Interac-Mastercard.




INTERAC transfert


To do an Interac transfert: 1. Proceed to checkout to see the total amount with taxes and delivery fees. 2. Go to your bank transactional website or application and follow the Interac transfert procedures. 3. Send you Interac payment to INFO@FOTOSKO.COM 4. Security Question: instead of a question write down KID NAME AND GROUP (ex: Emma Savard gr 502) and in the answer field please write: Fotosko IMPORTANT: If the email address you are using to connect to your bank is different than the one you used to create/log to your Fotosko account, please send us an email with the question/answer details .




UNABLE TO GET STATE error message


If you get this message, it means that the Delivery Details section is uncompleted. If all the fields are filled and you still have this message, change the state/province and come back to original state/province. NOTE: If you order digital files only, you still have to fill the delivery details for taxes purposes.