Do you need help?


Here you'll find answers to frequently asked questions.


Index of Frequently Asked Questions


Using the service

  1. How can I be sure I'm registered as a member?
  2. Why do I need a password?
  3. How can I change my password?
  4. How do I cancel my membership?
  5. How do I view a card I've received?
  6. How can I tell if a card I sent has been viewed by the recipient?
  7. Why have I received more than one notification that a card was viewed?
  8. How can I view a card that I've sent?
  9. How do I change a card I've just sent or keep it from reaching the recipient?
  10. How can I view a card I've received if I've lost the card number?
  11. How long does a card remain viewable?
  12. How do I retrieve an expired card?




Technical Problems

  1. My membership confirmation code hasn't arrived
  2. I can't confirm my membership
  3. I can't view a card
  4. I seem to be enrolled, but at the preview stage I receive a message that I'm not registered
  5. I've sent a card, but the recipient hasn't received it
  6. I've forgotten my password
  7. I can't send cards because the process stalls at the preview stage

Other Questions

  1. For any other questions, contact us by email:





Questions & Answers


Using the Service

  1. How can I be sure I'm registered as a member?

    Go to your Smart Diary.
    Enter the email address that you would like to verify and click on ENTER.
    If that email address is registered, Smart Diary will send your password to the address you have entered. If not, you will be advised that the email address you entered is not registered as a member of the Cartoline.net Club


  2. Why do I need a password?

    A password gives you access to the Smart Diary as well as to other Cartoline.net services and offers reserved for members.


  3. How can I change my password?

    We're sorry, but at the moment your password cannot be changed.


  4. How do I cancel my membership?

    If you're sure you no longer want to be a member of our Club, click here.


  5. How do I view a card I've received?

    To open your card, click on the link contained in the email message you received.
    Alternately, copy the number of the card, which was included in the same email message, and enter it on the home page in the space indicated.
    Don't forget that your card remains viewable for only 15 days.


  6. How can I tell if a card I sent has been viewed by the recipient?

    You will receive a notification when the recipient views the card as long as you've selected "Yes" when asked: "Would you like to be notified when the card is viewed?"


  7. Why have I received more than one notification that a card was viewed?

    At the preview stage, when you were asked "Would you like to be notified when the card is viewed?" you chose "Yes, each time".

    Next time, if you would like to receive a single notification, choose "Yes, only the first time". If you don't want to be notified at all, choose "No".


  8. How can I view a card that I've sent?

    First, after sending the card, you must save it in your Smart Diary.
    At that point, go to your Smart Diary, click on "Cards Sent," and then on "View".


  9. How do I change a card I've just sent or keep it from reaching the recipient?

    It isn't possible to change a card once it has been sent or to keep a card from arriving at its destination once it is sent.


  10. How can I view a card I've received if I've lost the card number?

    Unfortunately, it isn't possible to retrieve a card without its number. When you receive a card, remember that you can save it permanently in your Smart Diary


  11. How long does a card remain viewable?

    Cards remain viewable for 15 days. After that, they are automatically cancelled.

    We suggest you save your cards in your Smart Diary.

  12. How do I retrieve an expired card?

    It isn't possible to retrieve an expired card because cards are automatically cancelled after 15 days. We suggest you save your cards in your Smart Diary.


Technical Problems

  1. My membership confirmation code hasn't arrived

    Try repeating the enrollment process.
    Check to see whether you've received a confirmation code.
    If you still haven't received the code, your server may be experiencing delays or else the email message may have been sent to your spam folder.


  2. I can't confirm my membership

    Go to the confirm your membership page and enter:
    - your email address
    - the code that we sent to you


  3. I can't view a card

    Many cards require you to install Flash Player. You can download an updated version free by clicking here.


  4. I seem to be enrolled, but at the preview stage I receive a message that I'm not registered

    You may have entered your email address incorrectly or you may have entered your email address into the wrong box (the box for the recipient instead of the sender).


  5. I've sent a card, but the recipient hasn't received it.

    The problem may be a mistake in entering the recipient's email address.

    If you entered the recipient's email address correctly, it means that the recipient either hasn't downloaded or has dowloaded his or her email but hasn't read it yet. In some cases, cards may arrive late because of delays on the part of the recipient's service provider or because the card was erroneously identified as spam. Don't forget that notification that a card has been picked up comes only when the card is viewed and only if you indicated, before you sent the card, that you wanted to be notified.


  6. I've forgotten my password

    To retrieve your password, go to your Smart Diary.
    Enter the email address you used to register at Cartoline.net and click on ENTER.
    Your password will be sent to that email address.


  7. I can't send cards because the process stalls at the preview stage

    Deselect background music.