Frequently asked questions
Quick answers, grouped by topic.
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Go to the Esoft Platform sign-in page and sign in with your email address and password, or with Google or Microsoft if you signed up that way. Sign in and update your profile
Go to the Esoft Platform sign-in page and sign in with your email address and password, or with Google or Microsoft if you signed up that way. Sign in and update your profile
No. Every new account starts with a free trial allowance, and you don’t need payment details to begin. Your free trial
No. Every new account starts with a free trial allowance, and you don’t need payment details to begin. Your free trial
Account details shows the date your trial allowance is valid until. You can choose a payment plan at any time before then with Upgrade account. Your free trial
Account details shows the date your trial allowance is valid until. You can choose a payment plan at any time before then with Upgrade account. Your free trial
Yes. On the sign-up page, select Sign up with Google or Sign up with Microsoft. You don’t need to verify your email address when you sign up this way. Create an account
Yes. On the sign-up page, select Sign up with Google or Sign up with Microsoft. You don’t need to verify your email address when you sign up this way. Create an account
It confirms the account is yours and that our order and delivery emails reach you. Open the email we send after sign-up and select the link. Verify your email and reset your password
It confirms the account is yours and that our order and delivery emails reach you. Open the email we send after sign-up and select the link. Verify your email and reset your password
Your business name, estimated monthly volume and how you found us help us set up the right support and plan options for you. We only ask once. Create an account
Your business name, estimated monthly volume and how you found us help us set up the right support and plan options for you. We only ask once. Create an account
Two: a confirmation when you submit the order, and a delivery email with a download link when it’s completed. How an order works
Two: a confirmation when you submit the order, and a delivery email with a download link when it’s completed. How an order works
Set up your workspace
On Enterprise plans, yes. Esoft can change product names, their order, their thumbnails and which ones show under Frequently used. Tell us what you’d like through the Esoft Support Portal. Customize your product list
On Enterprise plans, yes. Esoft can change product names, their order, their thumbnails and which ones show under Frequently used. Tell us what you’d like through the Esoft Support Portal. Customize your product list
On Enterprise plans, yes. For each product, Esoft can make input files and instructions required or optional. An order can’t be submitted until the required details are filled in. Customize your product list
On Enterprise plans, yes. For each product, Esoft can make input files and instructions required or optional. An order can’t be submitted until the required details are filled in. Customize your product list
Yes. White Label runs on the same system, so your existing orders carry over and the way you work doesn’t change. About White Label
Yes. White Label runs on the same system, so your existing orders carry over and the way you work doesn’t change. About White Label
A domain you own, your logo and favicon, a brand color, the contact details to show your users, and an existing email address to send notifications from. Set up White Label
A domain you own, your logo and favicon, a brand color, the contact details to show your users, and an existing email address to send notifications from. Set up White Label
Ask us to add a company watcher through the Esoft Support Portal. It receives an email when any order is submitted, gets feedback or is delivered. Get notified about every order
Ask us to add a company watcher through the Esoft Support Portal. It receives an email when any order is submitted, gets feedback or is delivered. Get notified about every order
Core workflows
Standard image formats such as JPEG and PNG, RAW formats such as CR2 and CR3, and zip files. File names can’t contain these characters: $ @ = ; : + , ? % # | * !. If one does, the platform asks you to rename the file or replaces the characters for you. Place an order
Standard image formats such as JPEG and PNG, RAW formats such as CR2 and CR3, and zip files. File names can’t contain these characters: $ @ = ; : + , ? % # | * !. If one does, the platform asks you to rename the file or replaces the characters for you. Place an order
We email you a delivery notification with a download link when the order is completed. The order’s status also updates in the Order overview, where you can download everything as a zip. Download your delivery
We email you a delivery notification with a download link when the order is completed. The order’s status also updates in the Order overview, where you can download everything as a zip. Download your delivery
Yes. You order one product per order line, and after submitting you can add another product under the same order reference. All lines for the property stay grouped in the Order overview. Place an order
Yes. You order one product per order line, and after submitting you can add another product under the same order reference. All lines for the property stay grouped in the Order overview. Place an order
No. Once an order is submitted, its details can’t be changed. When the delivery is back, you can leave feedback: a Complaint if we made a mistake, or a Change for anything you want adjusted or added. Request changes on a delivery
No. Once an order is submitted, its details can’t be changed. When the delivery is back, you can leave feedback: a Complaint if we made a mistake, or a Change for anything you want adjusted or added. Request changes on a delivery
Admins see every order in the company. Members see only the orders they created or are assigned to. What each role can do
Admins see every order in the company. Members see only the orders they created or are assigned to. What each role can do
Yes, if folder upload is turned on for your account. Drop the folder into the upload area and its subfolder structure is kept, which helps when files are split by purpose. Ask Esoft support to turn it on. Place an order
Yes, if folder upload is turned on for your account. Drop the folder into the upload area and its subfolder structure is kept, which helps when files are split by purpose. Ask Esoft support to turn it on. Place an order
For most products, you enter the quantity yourself. For some AI Express products, the quantity is counted from your uploads, so you’re billed for what’s delivered. Place an order
For most products, you enter the quantity yourself. For some AI Express products, the quantity is counted from your uploads, so you’re billed for what’s delivered. Place an order
No. Each feedback request covers one product, though it can cover several images. For another request on the same order, go back to the Order overview and select Leave feedback again. Order an additional product from feedback
No. Each feedback request covers one product, though it can cover several images. For another request on the same order, go back to the Order overview and select Leave feedback again. Order an additional product from feedback
No. Orders paid with your trial allowance can’t be corrected. You can still leave feedback, and our team uses it to help you choose the right product. Request changes on a delivery
No. Orders paid with your trial allowance can’t be corrected. You can still leave feedback, and our team uses it to help you choose the right product. Request changes on a delivery
Collaboration & sharing
Anyone with an account on the Esoft Platform. Watchers get the delivery email with a download link. Add watchers to an order
Anyone with an account on the Esoft Platform. Watchers get the delivery email with a download link. Add watchers to an order
Yes, until the order is completed. Open the order, select More actions, then Edit watcher. Add watchers to an order
Yes, until the order is completed. Open the order, select More actions, then Edit watcher. Add watchers to an order
No. After you add someone in Manage users, share their email address and password with them so they can sign in. They can then set their own password. Add your team members
No. After you add someone in Manage users, share their email address and password with them so they can sign in. They can then set their own password. Add your team members
Integrations
Dropbox, for picking input files when you order, and our partner platforms HDPhotoHub, Aryeo and Tonomo. You can also connect your own system with the Esoft API. Connect to HDPhotoHub
Dropbox, for picking input files when you order, and our partner platforms HDPhotoHub, Aryeo and Tonomo. You can also connect your own system with the Esoft API. Connect to HDPhotoHub
Yes. The platform copies the files you pick, so they stay in Dropbox and are also saved with the order. Upload files from Dropbox
Yes. The platform copies the files you pick, so they stay in Dropbox and are also saved with the order. Upload files from Dropbox
Create a ticket in the Esoft Support Portal or ask your account manager. We review the request and send credentials for the Development environment first. Connect your system with the Esoft API
Create a ticket in the Esoft Support Portal or ask your account manager. We review the request and send credentials for the Development environment first. Connect your system with the Esoft API
Account & billing
With pre-pay, you top up by card and order from your credit, with no contract. With post-pay, you fill in a short form about your company, order first and pay by bank transfer, invoiced every 2 weeks. Choose a payment plan
With pre-pay, you top up by card and order from your credit, with no contract. With post-pay, you fill in a short form about your company, order first and pay by bank transfer, invoiced every 2 weeks. Choose a payment plan
We ask you to choose a payment plan before your next order: pre-pay, post-pay, or a call with our team about Enterprise. Choose a payment plan
We ask you to choose a payment plan before your next order: pre-pay, post-pay, or a call with our team about Enterprise. Choose a payment plan
It ends. Unused trial allowance isn’t added to your credit or your first invoice, and it can’t be refunded or transferred. Use it before you upgrade. Your free trial
It ends. Unused trial allowance isn’t added to your credit or your first invoice, and it can’t be refunded or transferred. Use it before you upgrade. Your free trial
Select Top up at the top of the page, enter an amount and pay by card. The new credit shows on your account shortly. Top up your account
Select Top up at the top of the page, enter an amount and pay by card. The new credit shows on your account shortly. Top up your account
We don’t email a separate receipt. The payment shows on your card statement, and your available credit shows in Account details. Top up your account
We don’t email a separate receipt. The payment shows on your card statement, and your available credit shows in Account details. Top up your account
We check your company details and email you within 1 working day once your account is activated, with the details you need to pay by bank transfer. Set up post-pay
We check your company details and email you within 1 working day once your account is activated, with the details you need to pay by bank transfer. Set up post-pay
We invoice every 2 weeks, by email to your billing email. Pay by direct bank transfer by the due date on the invoice. Pay an invoice
We invoice every 2 weeks, by email to your billing email. Pay by direct bank transfer by the due date on the invoice. Pay an invoice
Yes, through our support team. Select Change payment method in Account details and request Esoft Support. We contact you within 5 working days. Your order history doesn’t move with you, and unused pre-pay credit is forfeited. Change your payment method
Yes, through our support team. Select Change payment method in Account details and request Esoft Support. We contact you within 5 working days. Your order history doesn’t move with you, and unused pre-pay credit is forfeited. Change your payment method
Admins see what each order costs in the Order overview. Members don’t see prices. See prices in the Order overview
Admins see what each order costs in the Order overview. Members don’t see prices. See prices in the Order overview
Admin & security
Admins see every order in the company and manage users. Members see only orders they created or are assigned to, and can do only what their admin allows. What each role can do
Admins see every order in the company and manage users. Members see only orders they created or are assigned to, and can do only what their admin allows. What each role can do
Yes. Turn off Create new order and leave Edit order on. They can then edit orders assigned to them, but not create new ones. What each role can do
Yes. Turn off Create new order and leave Edit order on. They can then edit orders assigned to them, but not create new ones. What each role can do
Select your name in the top-right corner to open Account details. Under Security, select Change password, enter your current password and the new one twice, then select Submit. Change your password
Select your name in the top-right corner to open Account details. Under Security, select Change password, enter your current password and the new one twice, then select Submit. Change your password
Yes, with Super Admin. It lets you follow and manage orders from several companies without signing out and in again. Manage several companies with Super Admin
Yes, with Super Admin. It lets you follow and manage orders from several companies without signing out and in again. Manage several companies with Super Admin
You agree to the Terms and Conditions on the sign-up form. The Terms and Conditions link on that form opens the full text. Create an account
You agree to the Terms and Conditions on the sign-up form. The Terms and Conditions link on that form opens the full text. Create an account
Troubleshoot
Chat with us using the chat button in the bottom-right corner of the Esoft Platform, or create a ticket in the Esoft Support Portal. Include the order reference or Esoft Batch ID. Contact Esoft support
Chat with us using the chat button in the bottom-right corner of the Esoft Platform, or create a ticket in the Esoft Support Portal. Include the order reference or Esoft Batch ID. Contact Esoft support