1)
I was trying to download but got a message saying your template was unsafe and could be dangerous for my computer. Are your templates safe? The message you received when attempting to download is the standard warning message Microsoft Windows and Internet Explorer, Netscape Navigator and most browsers produces every time a user attempts to download any type of file from the Internet. You will get that message every time you attempt to download anything from the Internet. Experienced Internet users generally ignore it. But, it is meant to make one think twice about downloading. :-)
If that message was generated by your anti-virus software, temporarily turn off
your anti-virus software before attempting to download our templates.
All of our files have been checked for viruses. We would NEVER sell anything that is dangerous to a customer's computer. How much sense would that make??? If the file is too dangerous for you to download, it would also be too dangerous for us to have on our computers. Back to Top
2) I thought Microsoft Publisher or Word is on my computer but it is not. Once a customer accused us of "forcing her to buy more software" in order to use our templates. The simple truth is, had she paid attention to the top banner on every page of our site or read the Template FAQ and followed our detailed instructions to check her computer, she would have known Publisher was not on her computer before she placed her order. Ultimately, she did get the right software. Then (to my surprise!) she actually ordered a few more templates. :-)
If you do not have the software and you need to use the template immediately, see if you can get access to a computer with
the software installed or go here for a list of Microsoft retailers.. If you do not need to use your template right away
or don't want to spend the money, you can get a less expensive 30 day evaluation copy from Microsoft. Follow these links
to get more options for obtaining Microsoft Publisher or Microsoft Word. Back to Top
3)
I did not remove the spam filter on my e-mail account before ordering and did not get my download link. Check your junk / deleted / spam / bulk mail box to see if the e-mail link was diverted there. If not, put our address in the address book of your e-mail software then
notify us and we will send you a new download link. Back to Top
4) I
think the link was rejected as spam. How do I add your address to my address book? Follow
these instructions. Keep the spam filter in your e-mail settings off until after your template link is delivered. If you are planning to complete your keepsake the same day you download, keep the spam filter off until your template is completed and you no longer need to communicate with us. Otherwise, adding our address should be enough to enable us to communicate with you if necessary. For assistance with turning off your spam filter, contact America On Line or your Internet Service Provider's Customer Support.
Remember to change back your spam filter settings after you have downloaded your template, completed the keepsake and no longer need to correspond with us. Back to Top
5) This is my first time downloading from the Internet.
I'm a little scared to try
Don't panic, you will be just fine. :-) Go here if you have never downloaded a file from the Internet before.
I have taken great pains to make sure that downloading a template will be easy for beginners. Your download page has detailed instructions. If you follow them carefully, you will be successful. If you are downloading for the first time and your computer is connected to a network, go here.
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6) I am ordering from work and my computer is on a network. If you do not have a computer with Internet access at home and must download at work, go here for more detail instructions for downloading over a network. If you do not get your download link, can not install the unzipping software or can not download your template, notify us immediately and we will send you a new download link. And, just a reminder, our templates are copyrighted documents not authorized for copying, resale or distribution. Back to Top
7)
My anti-virus software will not let me
download my template. Most anti-virus programs are set to block automatic downloading from the Internet.
Some versions of MacAffee and Norton take over your computer prohibiting any unauthorized exchange of info over the Internet while they are running. While ordinarily this is desirable, when you want to download your template, it is not. Either lower your settings to permit downloading or turn off the anti-virus program until after you access the download page and your downloading is complete. If you need help to do this, please contact your anti-virus software manufacturers' technical support.
Remember to change back your settings after you have downloaded your template, completed the keepsake and no longer need to correspond with us. If your original download link has expired, contact
us immediately for a new download link. Back to Top
8) What am I doing wrong? I still can't seem to
download the template.
If you know
that you do have the correct software, followed the installation instructions
and still have a problem downloading contact us immediately. It is possible that your template file was corrupted during the download.
Especially if your computer shut down during the download, your ISP booted you
off (AOL is famous for that) or you were using your browser during the
download. Just let us know you had a problem with opening your template and we will gladly send you a new download link. If you still need help,
send a "high priority" e-mail
and describe in detail exactly what error message you are getting or the
problem you are experiencing. I
try very hard to respond to all calls or e-mails within 24 hours.
Our templates work. Besides which, there is no
Godly benefit to gain from cheating you. Back to Top
9) I did not get a
confirmation of sale from PayPal or a download link from you.
- Check your deleted or bulk mail box to see if your confirmation e-mail was diverted there instead of being delivered to your Inbox.
-
Add our e-mail address
to your address book or buddy list. The download e-mail was probably rejected as spam.
- If you paid by e-check, the
confirmation will be delayed until after the payment has cleared.
If you do not get an e-mail from Family Heritage Templates or
Paypal, adjust your spam filter settings, add our e-mail address to your address book and contact us immediately. We will send you a new link. Back to Top
10) I received
your e-mail but, there was no download link. - Make sure your e-mail software is set to allow incoming e-mail links. If your software is set to delete executable links, it will delete the link before you get it. There is usually a non-executable link included. Just highlight the whole link (all of the text from the
"http" up to and including the character before the first ">" at the end.
Copy and paste it into the browser window and hit the "Go" button or enter key.
- Make sure your spam filter settings will
allow incoming e-mail from our domain and incoming e-mail with links.
- Make sure your
e-mail filter settings will allow incoming e-mail with an active hyperlink.
If you get a confirmation e-mail without a download link
or a link that is not working notify us immediately and we will send you a new download link.
11)
I waited too long to download and the link has expired.
In
general you have 24 hours in which to download your template. If your download link has expired, notify us immediately and we will send you a new download link. Back to Top
12) I've downloaded the template, but I can not open it. What now?
98% of the time, customers who have problems opening their templates (1) do not have the correct software
(Microsoft Publisher or Microsoft Word) properly installed on their computer or (2) unzipped the template with software other than the e-zip wizard
or did not install it at all (3) are attempting to open the template with
the wrong software (Corel WordPerfect, Microsoft Home Publishing etc.
Please go here to
check your computer
and make sure that you have the
correct software installed. Be sure that you install the
E-zip Wizard software on your computer after you download it. Just
downloading it is not enough. If you need to review the
downloading/installation directions go here. 1) If you bought a Word template, you need
to have Microsoft Word installed on your computer in order to open and use the template. Go here to get options for acquiring Word 2) If you bought a Publisher template, you need
to have Microsoft Publisher installed in your computer. Go here to get options for acquiring Publisher. 3)
You must use the E-zip Wizard to uncompress your template. Anything else
will give you a message saying that the file is either empty or corrupt.
If you did not do so, go here to download the e-zip wizard. Click the "Try it!' button and evaluate for personal use. 4) When the correct software is properly installed, clicking (or double clicking) on the unzipped template file name will automatically start up your copy of Microsoft Word or Microsoft Publisher. It works exactly the same way for everyone who has the correct software and follows the directions. 5) If you open the template and the contents are garbled or unreadable: - make sure you used the correct software to unzip the file. (see item #1 and 2 above)
- make sure you are using the correct software to open it. (see item #1 and 2 above)
- if you are okay on those items, the file may have become damaged during your download.
6)
If you open the template and get a message saying
"pick the encoding that makes your document readable" and the program you select
does not make the document readable then, this means you are not using
the correct software to open the template.
You are most likely attempting to use Microsoft Word to open a template that was
created for use with Microsoft Publisher. (see item #1 and 2 above)
7) It is possible that the file became corrupted during the download process. That can happen if your computer shut off during the download, if the download was interrupted, if you were disconnected form the Internet during the download or you were using your browser to surf the Internet during the download. If you know that you have the correct software on your computer and still can not open your templates
notify us immediately and we will send you a new download link. Back to Top
13) I downloaded the template
but, I can not find it on my computer. 1)
If you are an AOL user, please follow the downloading instructions that
we gave you and DO NOT download into your AOL download folder. Also, DO
NOT download to your desktop.
2) Occasionally, the templates install themselves several layers deep
into the Heritage folder on your computer. If you followed our instructions to create a new "Heritage" folder, downloaded the templates into it and then unzipped the individual templates into the same Heritage folder, they are there. Open the Heritage folder you created. Look for another folder called 'My Documents" inside. Click on that folder and another folder named "Heritage Documents" will appear. Click on that folder and another folder named "Template Folders" will appear. Click on that and you should find your zipped template files.
3) If you did not follow our instructions to create a new "Heritage" folder and download your templates into it, your computer will make its' own decision about where to install the templates. Here
are a few other places to look for the templates on your computer: - c:\windows\temp ( template installed itself in the temporary folder within your Windows directory )
- c:\temp ( template installed itself in the temporary folder on your main hard drive )
- c:\name of template.zip ( template installed itself on your main hard drive )
- c:\My Documents ( template installed itself in the default working documents folder on your computer that was installed on your hard drive with Microsoft 98, 2000, etc. )
4) Go here to get
more detailed instructions for checking your computer to locate either the Publisher or Word zipped template. If you are sure that you have the correct software installed and none of the above revealed your template then, your download was not complete.
Notify us immediately and we will send you a new download link. Back to Top
14) I
had to request a second memorial template link and did not get it in
time to use it. Can I get a refund? All of our templates are available for immediate download. Please read and follow the FAQ before placing your order. E-mail is checked several times a day up until midnight (12:00 am EST) to catch urgent requests. I will always make sure that you get the products that you ordered. And remember, you will have the memorial templates forever. They can be used again and again to create keepsakes for yourself, family or friends. Back to Top
15)
What if I order the wrong template? Please make your template selections carefully and double check them before placing your order. We can not issue a refund if you purchase a template for which you do not have the correct software. Why not? When you install the correct software, the template will work. Back to Top
16) My original template was overwritten, lost or damaged. Can I get a new one?
Yes, as long as we can verify your original purchase.
After 6 months, our records are deleted and we will not be able to do so.
Notify us, send your receipt number,
a copy of the original confirmation of sale if you have it and the original e-mail address to which the template was sent. We will verify your purchase
and send you a new download link. Back to Top
17) I forgot to print out the template download instructions. Is that information available on your website? Yes. This page has links to the unzipping software and step-by-step details for downloading your templates (minus a template link.) If this is your first time downloading from the Internet, go
here. If you are downloading from work
over a computer connected to a network, go
here. Back to Top
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