Dashboard
Free test order
New order
Live FTP order
My orders
Saved templates
FTP connection
My profile
Billing
Back to my user
Log out

Support

Name* Must be at least 2 characters long
Email* Please provide a valid email address
Select a topic*
Order
Technical support
Billing

Consultation
Pricing
General
Message* Must be at least 2 characters long
* Required field

GENERAL FAQ's

How are prices calculated?
Doopic wants to make the cost calculation process as simple as possible. Our standard pricing structure consists of 3 factors. The base price is based on the number of images per order, your editing options and your processing time.

Sometimes depending on the complexity of your images, we might need to adjust the price. If there are any price adjustments, we will inform you about the price adjustments before processing

Please find out more about our rates here.
Download our pricing guide here.
Which graphic formats does Doopic support?
At Doopic we specialise in image editing, so we process every format and deliver in every format. If the format you need is missing from the selection, don't hesitate to contact our support.
How do I update my invoice information?
Your invoice information can be updated under “Billing”. Please note that any invoice issued before updating can not be changed.
What happens to my data?
Your data security is important to us, for this reason, all data is stored on our servers based in Germany. For more information please read more under privacy policy.
How long are my images stored on the Doopic servers?
Your images are available for 14 days after delivery. Once the 14 days have run out, there is a possibility to restore your images at a set price. Please note this is not guaranteed, and we urge you to download your images as soon as they are delivered. For more information, please go to our “Pricing” page.
Which payment options does Doopic accept?
Currently, we offer the option to pay via PayPal, Credit Card, GiroPay, Klarna or bill payment.
When do I have to pay?
After placing an order, our quality assurance team will precheck your order.

Once your order has been reviewed, we will inform you via email to pay the order before processing.
What happens when I'm not happy with the results?
If you are not 100% satisfied with the results, you can contact us via the support page.

If the fault is on our side, we will correct the images free of charge.

Please note: It is up to you to select the correct processing options. We can only advise you but are not responsible for missing or incorrect processing options.
Where can I see examples of work?
Every new client has the option to test our services free of charge. This will give you the opportunity to see an example of our work.

ORDER FAQ's

Which editing options do I need?
When placing an order you will find a short description next to each editing option. If you are still unsure, please contact our support team.
Why can’t I download my Order?
If you cannot download your order, it could either be because your order was delivered more than 14 days ago or that your order might not be ready. If you want to know when your order will be ready, find your order under “My orders” to see an estimated delivery time.
Test order has a Watermark. How do I get it without?
You are not able to remove the watermark on the image, therefore you would need to place a new order with the same images. Please keep in mind we have a minimum order value. To find out more, please go to our “Pricing” page.
How can I place an order?
If you have less than 1000 images you can place a regular web order by clicking on “New order”. If you want to place regular orders, have large file sizes or more than 1000 images, please request an FTP account in the menu on the left.

You can also watch our video here on how to place an order.
How do I download my images after they have been edited?
Depending on how you placed your order, depends on where you will download your processed images. If you have placed a web order, you can download your processed images under “My orders”. If you placed an FTP order you will find your processed images in the OUTPUT folder.
Can I use a reference image for my order?
We welcome using reference images for your orders. If you need to communicate specific requirements for your product images, like shadows and retouch requirements, providing a reference image helps us achieve your desired results. To upload a reference image, rename your reference image to “reference” and upload the image with the rest of your order and leave us a remark in the comments section.
How do I provide a colour matching reference image?
When placing your order for colour matching, rename your colour reference image descriptively and upload it with the rest of the images and leave us a remark in the comments section.
How can I restore my images/order?
Your images are available for 14 days after delivery. Please note this is not guaranteed. Once the 14 days have run out, there is a possibility to restore your images at a set price. To restore your images, get in touch with our support team.

To find out more, please go to our “Pricing” page.
Why has my order not been accepted and is it not yet being processed?
Every incoming order is checked by our quality control department before we start processing. Depending on the volume of orders, this could sometimes take a little longer. Orders are only checked within our working hours, in some cases it can also mean that orders can only be processed on the next working day. We are usually able to start processing within 1 hour.

TECHNICAL FAQ's

Do I have to use FileZilla as an FTP client?
We recommend FileZilla as an FTP client because we have experience in supporting this solution. You can, of course, use any other FTP client.
How do I get an FTP account?
In your my.doopic.com account, click on “FTP connection“ in the left menu and then click on the “Request FTP account” button. We will then get in touch with further instructions.
How do I set up my FTP access?
Once you have applied for your FTP account, we will send you detailed instructions to follow step by step. If there are problems with the setup, please first refer to the other FTP FAQ's. If you are not able to solve your problem with our FAQ's, please get in touch with our support.
FileZilla error message: “Connection timed out after 20 seconds of inactivity / Directory content could not be received.“
This message is usually displayed when you have declined the security certificate. The certificate appears the first time you log in after an update.

If this was rejected, the question will not be asked again and the setting would have to be removed in the file system. Depending on the computer and operating system, this can be relatively difficult to find.

Suggested course of action

Protocol: Please change the protocol in the server manager from FTP to SFTP if necessary and try again. Also make sure that the connection type is set to “Normal”.



Firewall: Please check your firewall. The firewall contains security settings in your network, which may influence the connection. If necessary, please contact your network administrator.

Version: Please make sure that you are using the latest version of Filezilla.

If your problem persists, please contact us via the support area.
FileZilla error message: “Failed to open 'path/file' for writing. File transfer failed.”
In this case, the connection works. FileZilla tries to download the file, but the location (folder) on your computer is protected (or corrupted) so the file cannot be placed there.

Suggested course of action

Location: Try changing the folder in the left pane/section of FileZilla and choose a different location for the downloaded file(s).



Protocol: Please change the protocol in the server manager from FTP to SFTP if necessary and try again. Also make sure that the connection type is set to “Normal”.



Version: Please make sure that you are using the latest version of Filezilla.

If your problem persists, please contact us via the support area.
FileZilla Error Message: “500 oops: vsftpd: refusing to run with writable root inside chroot().“
This problem is on our side. Please contact us to resolve this for you.

Note: Please always make sure that the protocol in the server manager is always set to “SFTP” and the connection type to “Normal”.

FileZilla error message: “TLS session resumption on data connection failed. closing control connection to start over.“
Suggested course of action

Protocol: Please change the protocol in the server manager from FTP to SFTP if necessary and try again. Also make sure that the connection type is set to “Normal”.



Version: Please make sure that you are using the latest version of Filezilla.

If your problem persists, please contact us via the support area.
FileZilla error message: “GnuTLS error -15: An unexpected TLS packet was received.“
Suggested course of action

Protocol: Please change the protocol in the server manager from FTP to SFTP if necessary and try again. Also make sure that the connection type is set to “Normal”.



Version: Please make sure that you are using the latest version of Filezilla.

If your problem persists, please contact us via the support area.
FileZilla error message: “GnuTLS-error -110 in gnutls_record_recv: The TLS connection was non-properly terminated.“
Suggested course of action

Protocol: Please change the protocol in the server manager from FTP to SFTP if necessary and try again. Also make sure that the connection type is set to “Normal”.



Version: Please make sure that you are using the latest version of Filezilla.

If your problem persists, please contact us via the support area.
I get an FTP error message that is not included in the FAQs. What should I do?
In this case, please write us a message using the contact form. In order to be able to help you as quickly as possible, attach a screenshot of the error message you received and we'll come back to you as soon as possible.

Still need some help?

Contact us directly on +49 800 1010 196 (DE) or +49 30 220 120 855 (international)

Open hours

Monday – Friday from 09:00 to 18:00 (CET)