PAID | video support call
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We do research, prior to the call, about your topic and issue, according to the information you filled in on your intake form, please be as detailed as possible.
We prepare a test file with different adjustment layers to show you the workflow to achieve the desired result or to handle issues or solve problems.
During the video call we will show you the answer to your question and a workflow for your issue according to the file we prepared.
You can ask questions during the call.
Research and preparing a demo is included in the price of a paid support call, it concerns 1 topic.
If you ordered the recording of the video call and/or the test file together with your support call, you’ll receive these with a download link, usually within 24 hours after the call.
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Research on your question and issue
Preparing a test file with adjustment layers
Preparing a demo for the video call
The video support call (30 minutes or 1 hour)
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• The video of the demo and the demo file with the adjustment layers, which we used during the call, are NOT included in the price for the video support call.
• You can buy this video and the demo file at the same time when you book your support call.
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• The video and the demo file with the adjustment layers, which we used during the video support call, can be bought at the same time when you book your support call.
• We'll send you a copy of the demo file and a copy of the recording, after the call.
• You will receive a Wetransfer link to download, usually within 24 hours after the video support call.
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Select your type of support call (15 minutes free, 30 minutes paid or 1 hour paid), set your country time zone (worldwide) and select a suitable date and time slot on the calendar.
Fill in the form and answer the questions: select your Photoshop level, select your topic and fill in the extra information required for the call, please be as detailed as possible.
When your booking is done you will see the booking page. On this page you will see an “add to calendar” button to add your appointment to your own calendar: Google, Apple, Outlook or Yahoo.
Be careful, when you reschedule your appointment afterwards, it is not automatically changed in your calendar. You must add your NEW appointment manually to your calendar.
After the payment process you will receive a confirmation e-mail with all necessary information.
Do you have a file that is the subject of the video call or for review? You can upload your file on the confirmation page or with the upload link in the confirmation email, you will receive after the payment process. Upload at least 48 hours prior to the call, files uploaded later cannot be treated in the video call.
The meeting link is included in the confirmation email as well, it will mention your time zone. You will need this link to join the online meeting.
An email with your receipt and an email with your invoice will be sent separately. You will receive these emails from our external payment provider and from our external booking provider.
PLEASE NOTE receipt and invoice state our time zone!
YOUR time zone is on the confirmation email, the reschedule email and the reminder email.
A reminder is sent 1 hour prior to the call, it will mention your time zone.
The video call is done with Microsoft Teams, you DON'T need a Teams account. With the meeting link you can join from any web browser and we will share our screen with you.
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• NO, you do NOT need a Teams account.
• You will receive a meeting link in your confirmation email.
• Click the meeting link and you can join the online meeting from any web browser on your desktop.
• You don’t need to install the Teams app on your desktop.
• However, to join from your phone, you must have the Teams app installed on your phone. We do NOT recommend joining paid support calls from your phone due to screen sharing, you won't see anything on it.
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• If you selected EN (English) as your language, the demo in the support call and the test file will be in English.
• If you selected NL (Nederlands=Dutch) as your language, the support call will be in Dutch. You can ask questions in Dutch and you will get answers in Dutch, but the software is in English, means all technical terms will be in English as well is the test file.
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• On top of the booking page, in the right corner, you see our time zone (Belgium, Brussels) and your time zone.
• Click on the “watch” icon, if you are in a different time zone then Belgium.
• Select your own country/time zone.
• On the confirmation email, the reminder email, the rescheduling email and the bookings link stated your own time zone.
• ATTENTION: On the receipt and on the invoice, stated ONLY our time zone (Belgium, Brussels).
• Via the booking link and the reschedule link you can always double check your and our time zone. For example, your appointment may be at your time on Saturday morning, but the same appointment may be at our time on Friday evening.
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• All support is done with Photoshop.
• Some features and workflows are similar in Photoshop Element and Lightroom, but no guarantee.
• Some features may not be available in Photoshop Elements and Lightroom. Please check the manuals.
• We only provide support with Photoshop.
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• We may have other days and times available that are not listed on the booking page.
• Please get in touch through the contact form to check with us. Tell us your time zone and we will check.
• Sometimes it is possible to have a support call early in the morning, late in the evening, during lunch time or even on Saturdays/Sundays.
• You will receive some data proposals and a payment link with an invoice. After payment you will receive a confirmation with the booking information.
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• You will see an “add to calendar” button on the confirmation page of the booking site, immediately after your reservation is confirmed or after the payment process is finished.
• You can choose between Google, Apple, Outlook or Yahoo.
• A “bookings link” will also be sent in the confirmation email.
• With this link you can go to your bookings, where you will see the “add to calendar” button.
• PAY ATTENTION: Don’t forget to update your calendar each time you reschedule your appointment, it is not automatically changed in your calendar. You have to do that manually because our bookings site is not synchronised with your agenda.
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• Yes! This is possible for the paid support calls AND for the free call as well, if you selected “Teams” as your preferred app.
• Please reply to the confirmation email to provide us your guests details: names and email addresses.
• We will let your guests enter the meeting on the day and at the time of the meeting.
• Without your guest details (name and email address) we can’t let them in.
• “Guests” are participants of the same company, so with email addresses of the same domain name. We cannot allow external persons to the call for security reasons.
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• You can reschedule your appointment to a more suitable date for you.
• You will find a reschedule link at the bottom of your confirmation email.
• Be careful, when you reschedule the appointment afterwards, it is not automatically updated in your calendar (if you added your appointment to your calendar through our booking page at first). You have to change that manually or click the bookings link, there you will see a button “ADD TO CALENDAR”.
• Rescheduling is possible 48 hours before the meeting takes place.
• You can reschedule 2 times, after the second time the meeting will be cancelled automatically. You won’t get a refund upon cancellation.
• It is not possible to cancel your appointment yourself.
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• In case of a technical issue during the video call, we will continue the call on another day and time convenient for you. This is included in the price, we won’t charge anything extra.
• We will contact you to reschedule and continue the video call from where the technical issues started.
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• Feel free to sign up for the FREE 15-minute INFO call, fill in the intake form as detailed as possible and send us your test file 48 hours in advance, if required for the call.
• We will check everything and then we can talk about it.
• After the conversation, we can make you a proposal if you wish.
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• No, it is not possible to teach you everything about 1 topic during 30 minutes or 1 hour of support. More time is needed for a whole training. We assume that you have basic knowledge of Photoshop and that you can perform several basic actions related to the topic you selected on the intake form.
• You can ask specific questions about a certain topic so that we can help you solve a problem, we may show you a different workflow to achieve a better result or we may help you to complete a task faster.
• If you don't know anything at all about a certain topic, it is better to book a FREE 15 minutes INFO call first so that we can coordinate what you exactly need and what level you currently have. Then we can propose a customized program for you.
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• You may have trouble making nice corrections to details, you want to add, remove or change something.
• You already make 2D renders/mock-ups, but you encounter problems with them, such as adjusting the size of a pattern, or creating beautiful shadows or a better workflow to put new designs on your image more quickly.
• You bought a file but it is not endless, the seams are visible in your repeat, those seams may need to be updated in color or contrast or maybe the drawing needs to be changed.
• You have received a photo but it is not evenly lit, color and contrast need to be changed.
• What is the best way to remove color stains in a specific zone?
• You want to create multiple color variants from 1 file so that you can offer more colors for printing. There are different methods for this and the best one for you depends on how you work today and what result you want to achieve.
PAYMENT
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• You can use credit cards (Visa, Mastercard, American Express,…) as well as debit cards (Bancontact, Ideal, Giropay,…).
• The kind of cards you can use depends on your own bank environment.
• Is your payment method not listed? Please get in touch, we can check if we can add it.
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After you filled in the form on the booking page, you will see the confirmation of your order.
Please check your order details.
Click the “PROCEED” button to proceed to checkout. We do NOT store your payment details.
You will be redirected to Stripe, a secure external payment provider.
A credit card or debit card is required to make the payment.
Select your desired payment method.
Enter your email address, select your payment method, enter your name as on your bank card. Keep in mind that depending on your own bank, they may ask for different ways to log into your account, this depends entirely on what your bank requires.
Click on the “PAY” button, you will now be redirected to your own secure banking environment. Please follow further instructions of your bank.
After payment has been excepted you will see the confirmation page. It says “payment received”.
From that page you can “PRINT YOUR INVOICE” and “UPLOAD” your file.
You will now receive an automated email from our external secure payment provider Stripe, with your receipt in the email.
.In the second email, you will receive an automated email from our secure booking provider, with your invoice attached to the email.
.In the third email, you will receive the booking confirmation with your meeting link, upload link, booking link, reschedule link, ….
INVOICE
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• Yes! Both private customers and business customers receive an invoice. You will receive an automated email from our external booking provider, with your invoice attached as a PDF.
• If you are a business customer, please provide your company name and your VAT/TAX country code & your VAT/TAX number on the intake form. This will be checked and stated on your invoice.
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• If you need an invoice before payment because the payment is made by someone other than the person participating in the video call, please contact us via the contact form FIRST.
• Your preferred time slot cannot be guaranteed until payment is completed.
FILE UPLOAD
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You will see an “upload” button on the confirmation page of the booking site, immediately after your reservation is confirmed or after the payment process is finished (the button disappears when you close the window or when you go back to your bookings page afterwards).
An upload link will also be sent in the confirmation email.
Click the “upload link” to go to the upload page of our website.
Click the “upload” button and you will be redirected to our secure external upload provider.
Your email address is required to send you a verification code, that you need to enter before you are allowed to upload your file.
After you entered the verification code, your file upload will start.
You will receive a confirmation email from our external upload provider, Wetransfer, when your file is completed. Check also your spambox, just in case.
You will receive a confirmation email from Wetransfer when we downloaded your file.
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• Any type of file is OK, but please send your highest quality.
• Lower quality will result in bad quality files, we need at least 150 dpi, 300 dpi is better.
• You may even send us your work document with all adjustment layers and masks included and it can also be a multichannel file.
• You can send us .jpg, .tif, .psd, .psb, .pdf, … any type of pixel based extensions is OK.
• We work with scans, photo’s and color separations for pixel based files only.
• We don’t use vector based files (eps, ai, …) , only pixels.
• The color profile can be RGB or CMYK, any profile is OK but please send us a document with the color profile you usually work with and inform us about the color profile that your print service would like to receive.
• The size of your file doesn’t matter, you can upload 2Gb (2000 Mb) or more.
• You can also include a word document or a pdf with your comments, questions, issues and topics.
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• No one else can see your file but us.
• This is a secure upload environment: you need to enter your email address and a verification code will be sent to that address.
• You will have to enter the verification code before you can upload your file.
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• We DON’T use your file to show to other customers.
• If you want, you can send only a small piece of your file, such as 10x10 cm.
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• No, supplying your own file does not result in a discount. We always use our own files for demo’s.
• Supplying your own file is only recommended if you want to show a specific problem.
• We recommend purchasing our demo file together with the call, you will see all our adjustment layers and the workflow.
CONFIRMATION EMAIL
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Click on the meeting link in your confirmation email.
You will see a popup in your web browser saying “open Microsoft Teams” or you can click on “cancel” if you want to join from your web browser.
You will see the Teams logo and the text “Join your Teams meeting”. You can click on the button “continue on this browser” or click on the button “join on the Teams app”.
Fill in your name to join the meeting.
Should you require colleagues to join this meeting as well, please provide the email addresses and the names in advance.
You can reply to the confirmation email to provide us your guests details.
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• At all times you will be able to check your bookings and all information about it: view, reschedule, add to calendar etc.
• With the “intake form fields” arrow, you can see all the information you entered in our intake form.
• With the “open” link, you can open the online meeting link to participate the videocall from your web browser.
• With the “add to calendar” button, you can add your appointment to your calendar.
• With the “reschedule” button, you can reschedule with a maximum of 2 times and 48 hours prior to the call (ref. our Rescheduling Policy)
• With the “cancel booking” button, you can NOT cancel an appointment due to our Cancellation Policy.
• With the “book more” button, you can make extra bookings.
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• You can reschedule your appointment to a more suitable date for you.
• You will find a reschedule link at the bottom of your confirmation email.
• Be careful, when you reschedule the appointment afterwards, it is not automatically updated in your calendar (if you added your appointment to your calendar through our booking page at first). You have to change that manually or click the bookings link, there you will see a button “ADD TO CALENDAR”.
• Rescheduling is possible 48 hours before the meeting takes place.
• You can reschedule 2 times, after the second time the meeting will be cancelled automatically. You won’t get a refund upon cancellation.
• It is not possible to cancel your appointment yourself.
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Click the “upload link” to go to the upload page of our website.
Click the “upload” button and you will be redirected to our secure external upload provider.
Your email address is required to send you a verification code, that you need to enter before you are allowed to upload your file.
After you entered the verification code, your file upload will start.
You will receive a confirmation email from our external upload provider, Wetransfer, when your file is completed. Check also your spambox, just in case.
You will receive a confirmation email from Wetransfer when we downloaded your file.
ORDER POLICIES
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• You can reschedule your appointment to a more suitable date for you.
• You will find a reschedule link at the bottom of your confirmation email.
• Be careful, when you reschedule the appointment afterwards, it is not automatically updated in your calendar (if you added your appointment to your calendar through our booking page at first). You have to change that manually or click the bookings link, there you will see a button “ADD TO CALENDAR”.
• Rescheduling is possible 48 hours before the meeting takes place.
• You can reschedule 2 times, after the second time the meeting will be cancelled automatically. You won’t get a refund upon cancellation.
• It is not possible to cancel your appointment yourself.
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• No, you don’t get a refund upon cancellation. You need to reschedule your appointment if it doesn’t match your agenda.
• You can reschedule up to 48 hours in advance but only 2 times.
• After the second time of rescheduling, your appointment will automatically be cancelled. You don’t get a refund.
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• We value your time and strive to provide you with the best possible assistance.
• To ensure that we can effectively allocate our resources and provide you with the attention you deserve, we have a rescheduling policy in place.
• Rescheduling is certainly possible, and we understand that unexpected circumstances can arise.
• However, to maintain efficiency and fairness to all our clients, we have set a maximum limit of two reschedules per appointment.
• We kindly request that you inform us of any rescheduling requests at least 48 hours in advance.
• A rescheduling request with less than 48 hours in advance is technically not be possible.
• The reason for this policy is that we invest a significant amount of time and effort in preparing for each appointment.
• We carefully research, review and test answers to your questions or work on finding solutions to your problems, preparing a test file and a demo for the meeting.
• We want to ensure that we can provide you with the highest level of service during our scheduled time together.
• Check our Rescheduling Policy
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• You can only rebook an appointment twice. After the allowed 2 times it is no longer possible to reschedule your appointment to another date or time.
• In such cases, the appointment will be automatically cancelled WITHOUT a refund.
• This policy is in place because multiple reschedules can leave our calendar empty, preventing us from assisting other clients and impacting our ability to earn a living.
• We greatly appreciate your understanding and cooperation in adhering to this policy.
• By doing so, we can maintain a balanced schedule, allocate our resources effectively, and provide you with the dedicated attention you deserve.
• Should you have any further questions or concerns, please don't hesitate to reach out to us.
Check our Cancellation Policy
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• Digital products are NON-refundable. (such as online bookings for video support call, demo files used in the video support call, recordings of the video support call, files of any kind, …)
• This is because, unlike physical goods, they cannot be returned or restocked.
• We strive to provide accurate descriptions of our digital products to help you make an informed decision before purchase."
• We regret to inform you that refunds are not available for the ordered video support call and the accompanying demo file and the recording.
• Once an order is placed, we immediately begin working on creating the demo file, conducting research, and performing extensive testing.
• Due to the significant time and resources invested in this process, we are unable to offer refunds for video support call (unless otherwise described on the sales page) or the associated demo file and the recording.
Check our Terms and Conditions Policy
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• The software, the website and our third party providers for various software packages use only the English language in the automated emails, on the booking site, on the invoice, on the receipt, etc.
• That's why our default language is English on the website.
• We also translate some pages into Dutch, but the main language for the entire website, for the products and for the services is in English.
Check our Terms and Conditions Policy
OTHER QUESTIONS
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• We can handle only 1 topic at the time in a support call, therefor you can select only 1 topic at the time during your booking.
• For each topic you need to book a separate support call.
Put your most urgent questions/issues/topics in the comments on the intake form.
• If we have time left for research/to prepare demo/call, we will cover that too. If it is too much to handle in 1 call, you must book an extra paid support call.
• If you have doubts or questions about this, please book FIRST a FREE 15 minutes CALL call to check how we can proceed.
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• Put your most urgent questions/issues in the comments on the intake form.
• If we have time left for research/to prepare demo/during the call, we will cover that too. If it is too much to handle in 1 call, you must book an extra paid support call afterwards.
• If you have doubts or questions about this, please book FIRST a FREE 15 minutes INFO call to check how we can proceed.
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• Should it happen that we cannot help you with what you have entered on the intake form, we will inform you in time, usually within 24 hours of your booking.
• In the email we send you, with the status of your request, there will be a link with which you can book a second appointment for free. This is at no extra cost. You can fill in all the necessary information for your second application on the intake form.
• If you also receive an email after the 2nd request that we cannot help you, cannot give you an answer, cannot propose a workflow or cannot offer a solution, you will receive a credit note and we will refund the amount you paid to your account.
• If you are not sure whether we can help you, we advise you to book a FREE 15-minute info call FIRST. Then we'll tune in to see if we can actually help you. You can also upload a file for an information meeting, if this is the subject of your request.
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• Feel free to sign up for the FREE 15-minute INFO call, fill in the contact form as detailed as possible and send us your test file 48 hours in advance, if required for the call.
• We will check everything and then we can talk about it.
• After the conversation, we can make you a proposal if you wish.
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• In case of a technical issue during the video call, we will continue the call on another day and time convenient for you. This is included in the price, we won’t charge anything extra.
• We will contact you to reschedule and continue the video call from where the technical issues started.
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• If you still have doubts, book first a FREE 15-minute INFO call to discuss your needs.
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Do you still have another question?
Please contact us via the contact form or via the contact button at the bottom right of the screen or via another option on the contact page.
FREE | info call
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We check the information from your intake form, prior to the call, please be as detailed as possible.
During the call we will advise you on the next step. (this is not a support call but it has only an advisory function).
After the call you will receive a customized proposal (usually about 48 hours after the call)
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• We check your questions/problems/issues
• We check your test file, if available.
• The 15 minutes video call or phone call
• Our advice on your next step
• A customized proposal
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NOT Research on your question and issue
NOT Preparing a test file with adjustment layers
NOT Preparing a demo for the video call
NOT The video of the demo we used during the call
NOT The test file with adjustment layers (used for the demo)
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Select your type of support call (15 minutes free), set your country time zone (worldwide) and select a suitable date and time slot on the calendar.
Fill in the form and answer the questions: select your Photoshop level, select your topic and fill in the extra information required for the call, please be as detailed as possible.
When your booking is done you will see the booking page. On this page you will see an “add to calendar” button to add your appointment to your own calendar: Google, Apple, Outlook or Yahoo.
Be careful, when you reschedule your appointment afterwards, it is not automatically changed in your calendar. You must add your NEW appointment manually to your calendar.
You will receive a confirmation e-mail with all necessary information.
Do you have a file that is the subject of the video call? You can upload your file on the confirmation page or with the upload link in the confirmation email, you will receive after the payment process. Upload at least 48 hours prior to the call, files uploaded later cannot be treated in the video call.
The meeting link is included in the confirmation email as well, it will mention your time zone. You will need this link to join the online meeting.
YOUR time zone is on the confirmation email, the reschedule email and the reminder email.
A reminder is sent 1 hour prior to the call, it will mention your time zone.
The video call is usually done with Microsoft Teams, you DON'T need a Teams account. With the meeting link you can join from any web browser and we will share our screen with you.
Or
You can choose for a different type of call, such as Whatsapp or Messenger (this is without screensharing). As extra option you can select if you want a phone call or a video call.
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• This option is ONLY possible for the 15 minutes FREE info call. Select this option on the intake form and select if you prefer a phone call or a video call.
• This option is NOT possible for the paid support calls, because I need to share my screen with you during the video call.
• By choosing Whatsapp or Messenger, there is still a Teams link in the confirmation email. It's automatic and we can't change that, but we'll still contact you through your preferred app.
• Don't forget to leave your Messenger name in the comments, if applicable.
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• This option is ONLY possible for the 15 minutes FREE info call. Select this option on the intake form and select if you prefer Whatsapp or Messenger. This phone call will be done over the internet.
• This option is NOT possible for the paid support calls, because I need to share my screen with you during the video call.
• By choosing Whatsapp or Messenger, there is still a Teams link in the confirmation email. It's automatic and we can't change that, but we'll still contact you through your preferred app.
• Don't forget to leave your Messenger name in the comments, if applicable.