Questions & Answers
Using the Service
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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
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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.
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How can I change my password?
We're sorry, but at the moment your password cannot be changed.
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How do I cancel my membership?
If you're sure you no longer want to be a member of our Club, click here.
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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.
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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?"
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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".
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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".
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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.
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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
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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.
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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
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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.
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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
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I can't view a card
Many cards require you to install Flash Player. You can download an updated version free by clicking here.
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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).
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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.
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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.
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I can't send cards because the process stalls at the preview stage
Deselect background music.
Smart Diary
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How do I enter my Smart Diary?
On the home page, click on Smart Diary (it's one of the green icons near the top of the page) To go there immediately, click here and enter:
- the email address you used to enroll
- your password
Then click on "Enter"
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How do I view the cards I've saved in my Diary?
Go to your Diary (see above).
Click on the "Cards Received" tab (if you'd like to see a card you've received) or the "Cards Sent" tab (if you'd like to see a card you've sent).
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What does the "Remember Me On This Computer" option do?
It allows you to go to your Diary without entering your email address and password each time.
If you change your mind later, enter your Diary with the "Remember Me" option deselected.
If you share a computer with others, it may be best not to use this option.
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How do I save the cards I've SENT in my Diary?
Follow these instructions:
After you have sent a card, you will see the message: "Card sent" and beneath that a question:
"Would you like to save this card?"
click on the button: "Yes, save it in my Diary".
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How do I save the cards I've RECEIVED in my Diary?
Follow these instructions:
When you view a card that you have received, you will see the question
"Would you like to save this card?"
at the bottom of the screen. Click on the button: "Yes, save it in my Diary".
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I can't save cards in my Diary
Initially, you can save a maximum of 10 sent cards and 10 received cards in your Smart Diary. The longer you're a member, however, the more space you'll receive! When the limit is reached, the only way to save additional cards is to delete some of those already stored.
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How do I delete cards saved in my Diary?
Follow these instructions:
- Go to your Diary
- click on the tab "Cards Received" (if you would like to delete a card you have received) or on the tab "Cards Sent" (if you would like to delete a card you have sent)
- Inside the table, under "Actions," click on the link "Delete" that corresponds to the card you want to delete
- when you are asked "Would you like to delete this CARD from your Diary?," click on "Yes"
- You will automatically be returned to the list of saved cards. The card you have just deleted will no longer appear.
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Why do I need to enter an email address with my reminder dates?
The Smart Diary was created to send a greeting on a specific date so that you don't forget anyone.
As a result, the email address of the recipient is required.
If you would like to use the Diary solely for your personal reminders, insert your email address in place of the recipient's.
The program checks to make sure that a valid email address has been entered.
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Why is my personal information wrong?
Your birth date, city, country, and gender were entered during enrollment in the Cartoline.net Club.
If they are wrong, go to your Smart Diary to enter the correct information.
Go to your Diary, modify your information in the panel on the left, then click on the button marked "Update Diary" (located at the bottom of the display).
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