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 subscriptions
To begin delivering lovely family gazettes, one family group member must initiate a subscription by clicking on the "Subscribing for my family" section on the home page or in 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 your family code made up of 6 characters. This code is unique and allows other members of the family to join the account privately and securely. Once the account is created, you no longer need the family code. Each member signs into the account using the credentials they entered during registration.

> Special case: Famileo Gift Box & Gift Cards
Would you like to start this adventure and wish to make a nice gift of it?
Our Famileo box allows you to give someone a 6-month prepaid subscription in a nice welcome gift box, a perfect gift to open with all the family. Sold at the price of €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 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.

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.

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.

Subscriptions are based on the delivery frequency of gazettes, and you can publish up to 30 messages per gazette. You are free to choose the most suitable plan for your family group! The plan with a monthly gazette is currently the most popular.
It is perfect if there are not too many of you (less than 10) wishing to post messages, and you only want to send a few photos per month.
If there are many in your group and they would like to post often and/or share many pictures of your daily lives, the bi-monthly or weekly plans will not be an excessive luxury, and it will warm the hearts of your grandparents and loved-ones more often.

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.

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.

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.

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

The managing member of the family account is the person who controls the account. Usually, he or she is the one who initiated the registration and provided his or her payment information. He or she receives a monthly invoice for the subscription. He or she has access to the "Manage subscription" tab, which allows him or her to modify the subscription plan, to terminate it, or to transfer management to another member of the family group.

To find out who is the manager in your family group, go to the "Family Kitty" tab of your account page. The name of the subscription manager is at the top.

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.

So far, the gazette is available in French, English, Spanish and Dutch.
In addition, if you want to write your messages in another language, be aware that many special characters are not available at this time. You will be able to write properly in the app, but those characters won't be supported by the font of the final edited gazette. They will appear as "?".

Here are the languages accepted:
- German
- Catalan
- Danish
- Italian
- Norwegian
- Portuguese
- Swedish
We are currently wroking on searching a new font accepting more international characters.

The format has been studied and validated by occupational therapists, that make it easy for anyone to read them.
They are in A4 format and can contain up to 30 messages, on a maximum of 16 pages. The layout is automatic and messages appear in the order they were posted by the family. For maximum readability, there are only 2 large photos per page.
Click here to see a demo gazette:
https://www.famileo.com/bundles/web/_en/files/Gazette-DEMONSTRATION.pdf?v8-3

Your family can post up to 30 messages per gazette and the gazette is sent on the indicated date if you have published at least 1 message. The number of pages is adapted automatically to avoid blank pages.
The gazettes are sent on Mondays, according to the frequency of your plan. At your end, you will always have up until the eve of gazette's publication, the previous Sunday night at midnight (French time), to send your messages.
Once the quota of 30 messages has been reached, a notification appears at the top of your wall to inform you and sending messages is suspended until the gazette has been published.

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.

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.

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...

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

If you are using Famileo on your computer, you will see a small pencil icon in the right-hand corner of the messages you published. By clicking on it you can choose between editing or permanently deleting your message.
On your mobile application, you can also see three small dots in the right-hand corner of your message. You will then be able to choose to edit or delete your post.

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.

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.

Line breaks in messages are not available. We have this restriction to avoid breaking up the layout in the gazettes. As is the case with the restriction on the number of characters, our algorithm is not yet evolved enough to manage all forms of layout.

Yes, this is now possible thanks to the calendar section on your message screen. This calendar will allow you to post, if you want to, your message at another date and time than the current one.

Why use it?
*Backdate: its main purpose is to edit the date of your message to any date you want to best correspond to the real date of the event (a birthday for example)
*Choosing the order: it will also allow you to arrange the order of your posts by editing the day & time.
Tip : When editing the day & time of a post, it will automatically update the order of your posts, to allow you to preview the order in the gazette.

Important points:
Of course, you can keep posting like you always have, without using the calendar. The messages will be displayed as they were before, starting with the oldest one.
You will not be able to post messages in the future nor too far in the past.

The message limit is set to avoid excessively large print volumes. The current limit is 30 messages per gazette. A small blue banner at the top of the wall tells you how many messages have been posted.

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.

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.

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

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.

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