For private guests
Experiencing an issue with your photos or digital download?
Fotosmile Customer Care is here to help. Fill out the form to receive immediate assistance with your purchase.
Faq
Did you visit one of our partner parks or museums and are having trouble accessing your photo or video? We are here to help.
Before filling out the form, please check our Frequently Asked Questions (FAQ): you might find a quick solution to your issue right away.
How do I use the Fotosmile app?
The app was developed for iOS and Android devices. After downloading it, when you launch the app, scan the QR code with your camera. This will allow you to download the purchased content.
What can I do with downloaded content?
You can save content directly to your device’s gallery and share your emotions with whoever you want.
How can I view my downloaded file gallery?
To access the gallery, simply select “My Gallery” from the drop-down menu.
How can I keep content indefinitely?
When the app upgrades, there’s a high risk that content downloaded to the app gallery will be lost. For this reason, it’s important to always save digital products to your device’s gallery, so you can keep them indefinitely.
How long can I download content?
Scanable codes have a variable validity period, indicated on the purchase ticket. For more information, contact the store.
What can I do if the app isn't working?
You can check that your device is properly connected to the internet and make sure you scanned the code correctly and that it hasn’t expired.
If you encounter any issues, you can contact our dedicated technical support team at europe-info@fotosmile.com.
What can I do if AR+ isn't working?
Make sure the product you purchased includes the Augmented Reality service; this will be indicated on your receipt. To experience the Augmented Reality effect, scan the code, download the content, and have fun framing your printed photo. If you encounter any issues, you can contact our dedicated technical support team at europe-info@fotosmile.com.
Contact us
Please fill out the form, indicating the date and location of your visit: our support team will take care of retrieving your special moment as soon as possible.
