Same Photobook. Fresh Start.
Your guide to the new Photobook
New look at Photobook Worldwide
Why is Photobook changing? What’s the difference between the old and new site?
We’ve rebuilt Photobook’s experience based on feedback over the years. You'll find a simpler way to browse, a more intuitive editor, and an easier path from an idea to your finished personalised product. Behind the scenes, we've rebuilt the foundations, but the care, the quality, and the craft you know us for haven't changed one bit.
How do I use the new editor?
The new editor is designed to feel familiar from the first click, but with more room to play, smoother performance, and tools that help you finish faster.
Video tutorial coming soon.
Does this affect the mobile app?
The Photobook app is getting its own refresh, and we can't wait to share it with you. For now, the current app continues to work as it always has, we'll be sure to let you know when the new one is ready.
Why should I come back?
Because something's waiting for you. We're building a new loyalty programme that recognises every customer by their history with us. Your tier is based on your spend, and higher tier means better rewards, so come back with us and we’ll make it worth your while when it launches!
Account & login
Why do I have to re-login/ re-register again?
We’re asking you to re-login to authenticate your account with the same email address you’ve always used so we can bring your order history, unused store credit and account details associated with your email to the new Photobook site.
Make sure you continue to have access to the inbox of that email, as your account will be passwordless and will rely on OTP-codes to login.
I didn’t receive an OTP code in my inbox.
OTP codes usually arrive within a minute or two. If yours hasn't come through, try these quick checks:
- Look in your spam, junk, or promotions folder
- Make sure you've entered the same email address tied to your account
- Wait a moment, then request a new code
Still no luck? Reach out to our customer experience team and we'll get you signed in.
Can I use a new email address?
To keep your old account data, you need to authenticate (re-login) with your existing email address. Once you’ve signed in, you’re welcome to update your email address in your account settings.
What if I no longer have access to my original email address?
For privacy and data protection reasons, your login is tied to your original email address and can't be transferred to a new one. To keep accessing your account, saved projects, and order history, you'll need to recover access to that inbox directly with your email provider.
Will my saved addresses (billing/ shipping) carry over into my new account?
Your saved addresses will carry across into the new platform automatically, as long as you login with the same email.
Will my payment information be saved?
For security and privacy concerns, Photobook has never saved your card information. Your browser or operating system is likely auto-filling those payment details during checkout.
What will happen to my account if I don’t re-login?
To keep using Photobook and have access to any store credits, order history, you’ll need to login on the new site. Old account data will eventually be removed in line with our privacy policy, so it’s worth setting up your new account whenever you’re ready.
Saved Projects & Works in Progress
What will happen to my existing projects?
Saved photobook projects (including drafts and works-in-progress) won't transfer to the new platform. We recommend finishing and ordering any active projects before the switch.
If you're starting fresh, you'll find it easier than ever, our upgraded editor is built to be faster and more intuitive, with smart tools that do more of the work for you. If you'd like a hand with anything, our customer experience team is here to help.
Can I download or back-up my project files before the cutoff?
No, unfortunately we are unable to download or back-up project files.
What about items already in my cart?
Items in your old cart won't carry across to the new Photobook site. If there's something you've been meaning to order, we'd recommend completing your purchase before the switch. Otherwise, you're welcome to recreate and add it again on the new site when you're ready.
Order History & In-Flight Orders
Will my order history be available on the new site?
When you re-register using the email address tied to your previous account, your order history will be securely linked to your new profile. While it won't be displayed on the site, we retain a record of it, so if you ever need details from a past order, our customer experience team can look it up for you.
I just placed an order on the old site, will it still be fulfilled normally?
Absolutely. Any order placed before the switch is already in our system and will be made and shipped as normal.
Vouchers & Promo codes
What will happen to my prepaid vouchers?
Your store credits will be transferred over, but your shipping credits will not, so please utilise your shipping credits before the switch. If you're a Photobook Pass member, your shipping credits will be converted to store credit on the new site. This credit will keep the same expiry date as your Pass subscription, so you'll have until then to use it.
There will be a brief pause (around 24 hours) during the switch to the new site, where we transfer your credits across. Please authenticate your account with the same email address so you will be able to see and use your store credit balance.
Credits, Payments, Pricing, & Purchasing
What will happen to my store credit and shipping credit?
Your store credits will be transferred over, but your shipping credits will not, so please utilise your shipping credits before the switch. There will be a brief pause (around 24 hours) during the switch to the new site, where we transfer your credits across. Please authenticate your account with the same email address so you will be able to see and use your store credit balance.
Can I shop in my local currency?
You have two options at checkout, and both are secure:
- Pay with your card in USD. Your bank handles the conversion to your local currency at their exchange rate.
- Pay in your local currency via Airwallex, our payment partner. Airwallex converts the amount to your local currency at their exchange rate at the time of payment.
I see a charge from "Airwallex", is that legitimate?
Yes, that's us. Airwallex is the trusted global payment partner we use to process payments in local currencies. If you chose to pay in your local currency at checkout, your statement may show "Airwallex" alongside the transaction, it's the same secure charge for your Photobook order. If you ever have a concern, our customer experience team is happy to help confirm.
Why does my cart show both my local currency and USD?
Because you have two ways to pay, in USD with your card, or in your local currency via our payment partner Airwallex. Showing both up-front means you can choose whichever works best for you before you reach checkout.
Privacy
What will happen to the photos I’ve uploaded previously?
Your photos remain protected in line with our privacy policy and applicable data protection laws (including the PDPA, GDPR, and equivalents in your region). Photos linked to inactive or unredeemed projects will be securely deleted in due course as part of our data retention practices.
Will my marketing preferences be transferred over?
Yes, your subscription preferences will move across to the new Photobook. You may hear from us once to confirm you're still happy to stay in touch, just to make sure everything's up to date.