Help / FAQ

> A family member has a subscription
You can join the family account free of charge, simply by creating your profile.
Ask one of your relatives or friends, who is already signed up to send you the "family code". This secure and private code is accessible on the family wall of their Famileo account. Once you receive the code, go to the section "Join my family" and follow the guided steps.
Your registered relatives or friends can also send you an invitation by email or SMS with the family code pre-entered.

> My family doesn't have a subscription yet
To begin delivering lovely family gazettes, at least one member of your family group needs to set up a subscription. Our subscriptions are commitment-free and depend on how frequently you would like your Gazettes delivered. For more information, go to the menu and select "Plans and prices".
Once one person is subscribed, all other family group members can create a profile and join the family account free of charge.

To login, you need to click on "My Account" at the top right of the homepage of the site.
If you have lost your password, you can get a new one by clicking on "Forgot your password?". Your username and password are unique to you.

Note: The family code is not your login details. It only allows you to register securely the first time you join your family group. For subsequent connections, you must enter your login details (email address and password) that you provided the first time, i.e. during registration.

A configuration is necessary from our team in order to unblock your account, please contact us!

> Monthly, Monthly+, Bi-monthly, and Weekly subscriptions
To start sending out your own gorgeous gazettes, a member of your family must first take out a subscription by clicking on "Subscribe my family" on the home page or via the menu. Then simply follow the registration steps: Choose a plan according to how frequently you would like your gazettes delivered, complete your profile, enter the delivery address and the date of dispatch for the first gazette, and select your preferred payment method.
At the end of the registration process, you will receive a family code made up of 6 characters. This code is unique and allows other members of the family to join the account while protecting your privacy. Once the account has been created, you will no longer need the family code. Each family member can sign into the account using the login details they provided during the registration process.

> Exceptional extras: Famileo Gift boxes & Gift cards
Looking to treat a loved one with a special gift ? The Famileo Gift box allows you to offer a 6-month prepaid subscription in a lovely gift box to the person of your choosing – the perfect present for your family. Available for just £39.

Special feature: You benefit from several months of prepaid subscription by using a unique activation code, which you enter at the beginning your registration process. You do not need to enter a credit card at the time of account creation.
If you wish to extend your subscription later, you will need to enter a new payment method. You can do this by crediting the family kitty with an amount to cover new months of subscription or by registering a bank card that will be debited each month. And you benefit from all this with no commitment.

The limit is 60 people per family group. Until now, this limit has never been exceeded. But if you reach the limit, please contact us so that we can modify this.

Yes, you can use the feature "Join a family" from your Famileo account, accessible from the website or the application.

The family code is the identifier of a family network. It is used to join your family network when you register. Family codes are available from any of your family group members who are already registered. If no one in your family group is registered at Famileo, first you must set up a subscription to obtain a family code.

You use this code to join your private family group network on Famileo when you register. It is composed of 6 characters. There are two options for using it:
- Go to our website www.famileo.com and go to the "Join my family" section of the menu at the top left. Then you can create your profile with just a few clicks.
- Download the Famileo app from the Apple Store or the Play Store, click on "Sign Up" and follow the guided steps.

Depending on your subscription, the frequency at which your gazettes are sent and the number of publications may vary:
• Monthly plan: Up to 28 messages every 4 weeks (our most popular plan);
• Monthly+ plan: Up to 36 messages every 4 weeks;
• Bi-monthly plan: Up to 28 messages every 2 weeks;
• Weekly plan: Up to 28 messages every week.

Choose the plan that suits your family best!
The Monthly plan is ideal for smaller families (with less than 10 members) or if you only wish to send a few photos every month.
For bigger families (and families who have A LOT to say), the Monthly+, Bi-monthly, and Weekly plans will allow you to share even more news with your loved ones.

Yes, of course! You will find a page about our sponsorship program and our promotions right here:  www.famileo.com/famileo/en-EU/promo-code-refferal

Yes, we certainly do! Famileo grows partly thanks to word of mouth. The sponsorship option allows you to give your referral a month of free subscription, while you benefit from access to nice gifts that you can send to your loved one receiving the Gazette.

The family account manager is the person who manages the account. They are usually the person who initiated the registration process and provided their payment details. They receive a monthly invoice for the subscription. They have access to the "Manage subscription" tab, allowing them to modify or cancel the subscription, or transfer management to another family member. This tab also allows account managers to personalise certain aspects of the gazette, such as the number of full pages per user, name of the gazette, delivery address, etc.

To find out who is the manager in your family group, go to the "Profile & Settings" tab of your account page. The name of the subscription manager is at the bottom.

Yes, it is possible to be the manager of several family accounts. To do this, log in to your first account and click on the "Take another subscription" button in the menu on the left. You can then switch easily from one family group account to another.

A great Famileo tip: Message duplication allows you to opt to send the same message to several loved ones who are subscribers.

The subscription is renewed automatically each month, as long as the managing member does not terminate it. The bank card initially used will be billed by Dalenys or Checkout for each payment, unless the family kitty has been credited with sufficient funds.

The subscription plan is visible to everyone, from a computer or the application, under the tab: "Family kitty". Only the account manager can change the plan, under the tab: "Manage subscription".

It is very easy to adjust how frequently gazettes are sent according to your needs. A "change plan" button is accessible to the manager under the "Manage subscription" tab, 10 days after your debit date.
The debit will not be made until the next due debit date. You can only adjust your plan once per month.

You can create multiple subscriptions with the same email address. To do this, go to www.famileo.com from a computer and log in to your account. Then click on "Take another subscription" in the menu on the left, and follow the subscription steps. A new family code will be generated and your family members will be able to join the new network by clicking on "Join a family".  

A great Famileo tip: Message duplication allows you to opt to send the same message to several loved ones who are subscribers.

Cancellation is handled by the managing member through the "Manage subscription" tab, which is accessible from your Famileo account. Our subscriptions are non-binding, and you can terminate at any time.

Special circumstances: Do you want to cancel, but you still have funds in your family kitty? If so, please contact us by email: hello@famileo.com.

The kitty allows all family group members registered on Famileo to contribute to the subscription payment. Add any amount you want to and at any time you like! The subscription manager who entered his or her bank card details at the time of registration will then only be charged if the kitty balance is insufficient.

When you subscribe, you will be asked to enter details of a bank card*, which will be considered as the reference payment method. It will be billed on the 1st of each month by default, except when you have a discount (gift) code*.
Famileo has created a family kitty system for users who would like share the cost as a family group. It allows all family group members registered on Famileo, to participate in the payment of the subscription. To do this, go to your Famileo account using a laptop or PC only, and click on the "Kitty" tab. The subscription manager's bank card will only be debited in the months when the balance in the kitty is insufficient to pay the next month’s subscription.

*Special case: The Famileo gift box and cards: these allow the recipient to benefit from several months of prepaid subscription by using a unique activation code, which he or she enters at the beginning the registration process. When a new user uses one of these codes, he or she does not need to enter bank card details at the time of account creation.

Payments processing are carried out by the platforms Dalenys and Checkout, partners of Visa and Mastercard, and a benchmark players in secure payments. Information relating to your bank details is under no circumstance kept without your consent.

You can use the "Message to the family" feature that will send an e-mail to each member of your family. This feature does not take into account the loved one who receives the printed gazettes, since we do not request that person's email address.

> Format of the gazette
Our easy-to-read gazette has been designed and approved by occupational therapists. Its A4 format allows for up to 28 messages (across a maximum of 16 pages) or 36 messages with the Monthly+ plan (maximum 20 pages).

> Layout of the gazette
Each page allows for 1 or 2 photos maximum, for optimal readability. Half-page messages will appear in the order in which they were posted by the family. To avoid blank spaces, the publication order of full pages may vary.

> Cover of the gazette
*A vivid and vibrant mosaic
The cover displays a photo mosaic that is automatically generated using photos from the gazette, chosen at random. Photos marked as "Not visible to the family" will not be displayed on the cover. If you have chosen to only publish written messages, or your gazette only contains 4 photos or less, the mosaic will be made up of colourful squares.

*A touching, personalised name
Account managers can personalise the name of the gazette with your loved one's name or nickname, or choose a temporary title for special events. You can personalise your options by clicking on "Manage subscription", then "Recipient(s) & Gazettes", or via the "Profile & Settings" tab under your loved one's name.

> Back cover of the gazette
On the back cover, your loved one will find a list of everyone's upcoming birthdays for the next 12 weeks. This list includes family members registered with Famileo as well as any profiles added via the "Children" section.

Click here to see a demo of the gazette : https://content.famileo.com/hubfs/gazette/home/Gazette_demonstration_EN_GB.pdf

We have put together a little guide that should answer all your questions:
You are the account manager, click here!
You are not the account manager, click here!

With the Monthly, Bi-monthly, and Weekly plans, your family can post up to 28 messages per gazette.
With the Monthly+ plan, your family can post up to 36 messages per gazette.
This maximum number will be lower if you and your family opt for full page messages, as 1 full page post is equivalent to 2 half-pages. The dark blue banner at the top of the wall offers more details on the messages posted in the current gazette, as well as the space remaining. For more details, click on "?".

The gazette will be sent on the date indicated if you have published at least 1 message. The number of pages will automatically adapt to limit blank spaces. The gazettes are sent out on Mondays, depending on the frequency of your chosen plan. You have until the eve of the gazette's publication – i.e., Sunday at 11.59pm, Central European Time – to send your messages. Once the gazette is complete, a notification will appear at the top of the wall to let you know, and you will no longer be able to send messages until the gazette has been published.

The photos on the front and back cover are chosen at random from the photos posted by each person in the gazette. We try to take the best part of the photo. If there are people present we will focus on them
 
If there are no people in the image, then the centre of the image is used. 
If you have posted a photo montage made from the Famileo application or website, the aim is not to display any white strips or overlaps so we'll take the best part of the last image in your montage. Here is a diagram of the image selected : https://content.famileo.com/hubfs/gazette/montage.pdf

If you have created a photo montage outside of Famileo, the rendering will be less suitable because the separation strips from the montage will appear in the mosaic

Via your computer or the mobile application, the ellipsis in the top-right corner of your message will allow you to choose between editing the message or deleting it permanently.

Checking the "not visible to the family" option, ensures that the other family group members connected to the network will not be able to see your message, either on the family wall or on the gazette available to the entire group. Only your loved one will see this message in the gazette that will be sent to him or her.

There is no option for adding line breaks (in order to avoid breaking up the layout in the gazettes). There is currently a limit on the amount of space used by a certain number of characters. It is not currently possible to reduce the number of characters that a line break may affect.

This allows you and your family to showcase your favourite photos in a larger format!
1 full page = 2 half-pages.
A fantastic way to vary the layout of your gazette, and more easily fill it out.

> How does the full page option work?
Add a portrait photo or a high-quality portrait photo collage, click on the "Full page" button, and voilà! You can also change the format of your photo once posted by clicking on the ellipsis in the top-right corner of your photo via the family wall.

It is possible to post messages as a full page in the following cases:
• Your message contains a photo or photo collage in portrait format
• Your photo is sufficiently high-quality. The minimum resolution for a full-page post is 1594px * 2295x (162mm * 234mm).
• There is enough space available in the gazette. You can always resize your message to fit a half-page, to free up more space
• Your family's quota for full pages is sufficient. If you have reached your quota for full pages, or if this quota is 0, you will not be able to post messages as a full page. To find out your quota for full pages, check your relative's profile or click on the question mark symbol via the dark blue banner at the top of the family wall. Account managers can modify the quota by clicking on "Manage subscription", then "Recipient(s) & Gazettes", or via the "Profile & Settings" tab under your loved one's name.

Each family member can publish the same number of full pages per gazette. This number is referred to as the "quota for full pages".

Account managers can choose to personalise the quota for full pages (0, 1, 2, 3, 4, or unlimited). The "Unlimited" option may be helpful if you are struggling to fill out the gazette. Via a computer or the Famileo application, account managers can modify the quota by clicking on "Manage subscription", then "Recipient(s) & Gazettes", or via the "Profile & Settings" tab under your loved one's name.

To find out your quota for full pages, check your relative's profile or click on "?" via the dark blue banner at the top of the family wall.

It should be noted that 1 full page post is equivalent to 2 half-page messages.

What if you have a smaller family? Or perhaps you struggle to fill out your gazettes? We recommend opting for 3 or 4 full pages, or an unlimited quota, to more easily fill out the gazettes.
Do you have a bigger family? You can opt out of the full page option by selecting a quota of 0. All changes will be implemented immediately, and will be applied for new messages in the current gazette. The family will be informed via email of any changes.

Yes! This is now possible, thanks to the calendar tool on your message window. If you so wish, this calendar tool will allow you to post your message at another date and time.

What does this option offer?
1. The ability to backdate your posts: Its main purpose is to edit the date of your message to the date of your choosing, in order to better coincide with the actual date of the event (a birthday, for example).
2. The ability to choose the order of your posts: It will also allow you to arrange the order of your posts by editing the date, or even the date and time.

Other important points:
• You can of course continue to post as you always have, without using the calendar. Messages will be displayed in the order in which they were sent, from the oldest to the most recent.
• You will not be able to backdate your messages too far in the past, nor to postdate them.
• To ensure a consistent, coherent gazette, and to avoid blank spaces, full page photos will not necessarily be posted in order. If you prefer to tell a story over several pages and posts, opt for the half-page option.

The gazette is currently available in English, Dutch, French, and Spanish. However, a great number of Latin, Greek, and Cyrillic characters are available if you wish to write your messages in another language.

The Noto Sans font is compatible with the following languages: Albanian, Azerbaijani, Bulgarian, Belarusian, Catalan, Czech, Danish, Dutch, English, Finnish, French, German, Greek, Indonesian, Italian, Kazakh, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Slovene, Spanish, Swedish, Turkish, Ukrainian, Vietnamese, etc.

Famileo is also looking into other fonts that work with more international characters and symbols.

The publication date of the next gazette is shown on the dark blue banner at the top of the family wall. You can post your messages until the previous Sunday evening at midnight (UK time), which is the day before the gazette publication date you will see on your family wall.

Your gazette’s page layout always takes place on Monday, it is then printed and sent out within 3 days with the fast tariff. Your loved one should then receive it via post within 4 to 6 days. If after 10 days, the gazette has not been received and the address entered at registration is correct, please contact us and we will send another one.

Exceptions: Unfortunately, our gazettes rely on the Postal service. This may mean that delivery can be delayed slightly in the event of bank holidays or strikes...

Gazettes are generated by computer on Mondays to make the most of the weekend's messages. They are then printed and sent out within 3 days. All that's left is the postal delivery time, generally 3 to 6 days, meaning that most gazettes reach their destination by Saturday or Monday. Delivery time can vary depending on the country of destination.

The publication date for the next gazette is indicated on the blue banner at the top of your family wall. That date will always be a Monday. The gazette will then be printed and sent out within 3 days. How frequently your gazette is published varies according to your chosen subscription plan. You will have until the eve of the publication, Sunday evening at midnight (French time), to publish your messages.

For each subscription we print the gazette and ship it to your loved one, the beneficiary of the subscription. From their accounts, other family members have access to a PDF version of the Gazette, in which “not visible to the family” messages have been removed.

The subscription manager may change the delivery address of the Gazette at any time. Just log in to your Famileo account from a computer, and then go to the "Manage subscription " tab.

To delete your account, go to your profile and click on "Edit". You will find a "Delete my account" button on the edit page.

Famileo is a private family network and guaranteed advertising free.
The data collected remains in our databases, and are never sold at any time. We use the data solely for proper function of the service.
You remain the full and sole owner of your data and can request their removal after termination. Click here to access our privacy policy:
https://www.famileo.com/famileo/en-EU/privacy-policy

All your data is protected on servers dedicated to Famileo. It is encrypted and accessible only from our platforms.
Click here to access our privacy policy:
https://www.famileo.com/famileo/en-EU/privacy-policy