If your project – such as a photo book or collage – is no longer visible, there may be several possible reasons. In many cases, checking the following points can help:
• The project was not saved: If your internet connection was unstable or a technical issue occurred, the saving process may have been interrupted. We recommend saving your project regularly during editing, especially during longer sessions.
• The project was opened in multiple tabs: Working on the same project in multiple browser tabs or windows can lead to synchronization errors or even data loss. Please use only one browser window at a time when editing your project.
• Device or browser-related issues: Projects created without being logged in to your customer account are saved locally in your browser. This means they can only be accessed from the same device and browser where they were created. How long these projects remain available depends on your browser settings.
Important: If your browser history, cache, or cookies are deleted – either manually or by automatic cleanup tools – unsaved projects may be lost permanently. For privacy and data protection reasons, your project can only be stored in our system if you are logged into your customer account and actively save it using the save icon.
If you still can't locate your project, please do not hesitate to contact our customer service team – we're happy to help.