Help / Contact Us

To contact us or to obtain help, please first check our FAQs by clicking the headings below, or search using keywords (such as "renew" or "address book").

If your question isn't listed below, please select the closest match, and on the next page, you'll be able to submit your question directly to our helpline team.

Having Problems?

HELP BULLETIN – hot topics and current known problems

Major update: most cards now using HTML5/video format instead of Flash
Why have all the games and puzzles disappeared?
I cannot find the option to pay by cheque or money order
Photo cards not working on iPads and other mobile devices

Logging on, membership, gifts, payments, renewal

Please cancel / do not renew my membership
I have forgotten my password
I have changed my e-mail address
I am unable to log-on
I want to change my password, payment information, address or other details
When does my membership expire?
I have a question about methods of payment and currencies
How do I renew, and how much does it cost?
Please renew my membership using the same card details as last year
I have a question about Gift Membership
I need to resend a Gift Membership
I have a question about the Order History page
How do I become a member of jacquielawson.com?
Why did you decline my credit or debit card payment?
You have renewed my membership without my permission!
How long does membership last, and how many cards can I send?
Why did you charge me twice?!
I have a question about automatic log-on
I am getting a new computer. How do I transfer my membership?

Viewing and sending e-cards and note cards

Do your cards use the Adobe Flash Player, and why?
Why have all the games and puzzles disappeared?
Can your cards be viewed on an iPhone, iPad or other phone or tablet?
I sent a card to the correct address but the recipient says it never arrived
I need step by step instructions on how to use this site
I need help installing the Flash Player
I have a question about Card History and Cards Pending
I have a question about the Address Book and Birthday Reminders
Problems viewing cards (including blank screen, no music, other anomalies)
I have a question about Facebook
How to send an e-card, note card or photo card
I need to cancel or re-send a card
Someone sent me a card. How do I view it?
You keep telling me an e-mail address is incorrect when it is perfectly OK!
How do I book a card to be sent on a future date?
If I send to multiple recipients, will they all see the other recipients' addresses?
I sent a card but the recipient says they cannot view it
Can I change the caption or greeting on a card I send?
Can I use more than one e-mail address for sending cards?
Can I download the cards to my computer?
What's the difference between e-cards, note cards and photo cards?
How do I change the sender's name on the cards I send?

Advent Calendar, Quick Send Widget and other downloads

What versions of the Advent Calendar are available this year?
What's the difference between the Download and the Browser versions?
How do I download and open the Advent Calendar?
I have a question about purchasing the Advent Calendar
General troubleshooting for Advent Calendar
I need help with Adobe AIR
Special considerations when using mobile devices, or Google Chrome or Microsoft Edge
I lost my activation code for the Advent Calendar
How do I uninstall the Advent Calendar, Circus, or Quick Send Widget?
My Advent Calendar was never received
Can I re-send an Advent Calendar to someone else?
The icon for the Advent Calendar has disappeared from my screen!
Why didn't I get a free Advent Calendar?
I see a blank screen when I try to view the Advent Calendar
I am a paid member. Why do I need to pay for the Advent Calendar?
I need to cancel my Advent Calendar order
I have non-activated Advent Calendars from last year!
How do I prevent the Advent Calendar from starting automatically?
I have a question about the music in the Advent Calendar
"Unidentified developer" error in Apple OS X
The Advent Calendar runs slowly
I have a question about the Quick Send Widget
I have a question about the Circus
I have a question about Screensavers
I have a question about the Character Widgets (Jack, Chudleigh)

Other questions

What are the minimum technical requirements for your products?
What is your policy on accessibility?
I have a question about cookies
Why are you not answering my e-mails?!
How do I set up a shortcut to click on to go to your site?
I have an idea for a new card!
How do I stop getting e-mail from you?
Can't you stop people forwarding cards without paying for membership?
What security measures do you have in place for my data?
Can you do private commissions?
Would you like to use my artwork/music/poetry in your e-cards?
I just want to comment on your site or service, and do not require a reply