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PassionUp FAQ

Below please find answers to commonly asked questions. If you do not find the answer to your question, please click on the link "contact us" and email your issue with a very detailed explanation of your problem or click here


I sent a card and the person to whom I sent it did not receive the card?

I cannot reach your site or I receive the error message "The Page Cannot Be Displayed" or "Connection Timed Out" when I try to go to your site.

I cannot hear the music on your site.

I am having problems viewing some of the cards on your site, they appear blank.

I get the error message "Invalid Email Address" when trying to send a card.

Why do I keep getting confirmations that a card that I sent was picked up?

When I am on your site my computer freezes and I have to reboot the machine.

I am not notified after I send a card from your site.

My PassionUp Address Book mysteriously disappeared or emptied itself.

I cannot click on the link in your newsletter or on the cards that I receive from your site.

Can I cancel the delivery of a card?

How do I unsubscribe from the Passionup Fun News Newsletter?

Why do I get an error regarding cookies?

How do I cancel my membership account?

 



Question:

I sent a card and the person to whom I sent it did not receive the card?

Answer:
If our site reported "someone at x@y.com has been notified that there is a PassionUp greeting card waiting to be picked up", then the card was successfully sent. It could be that the email was rejected either by the recipient's ISP (Internet Service Provider - Email Provider) or by the recipient's local email application. Sometimes the ISP's servers are too busy to handle the request or the ISP could even be rejecting the message for security reasons. 

Solution:
You can try to send the message again and/or contact me to ask me to watch the "sending process" to see where the email is being rejected.

More:
Hey, tell the world, Passionup.com is not Spamming!  This is a general problem of email "security". Computers have various ways of protecting themselves from "unwanted" emails. Your ISP has ways of blocking emails and your email application, whether it is a virtual account on HOTMAIL or a local application like Microsoft Outlook, can be set up to block email of a certain type, containing certain language, or coming from a certain person. Generally speaking, this is called "Spamming" and is a cause of great concern to all. As Passionup.com is not YET recognized as a leader in greeting cards, we have problems with certain ISP's rejecting our mail from time to time. We see this very often in our mail server logs. Of late, Excite, Caramail, and Rediffmail have had poor success rates due either to their up-times or to rejecting our messages. Certain ISP's cannot handle the amount of mail that we send them and close off the connection to Passionup.com temporarily. Some ISP's will accept the messages from us and dump them internally! This is often the practice of "the big ones" like AOL and MSN. So our mail logs show that the messages were sent but then they mysteriously disappear once they reach the ISP's servers. We are in constant communication with the ISP's and hope that Passionup.com is not targeted in this way.
Also, we have the word "Passion" in PassionUp and the word "love" comes up quite a lot on our site. We have seen problems where individuals set up their email applications to reject email with this content. We know that users in certain countries are not able to use the site for this same reason.

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Question:
I cannot reach your site or I receive the error message "The Page Cannot Be Displayed" or "Connection Timed Out" when I try to go to your site.


Answer:
This is usually a temporary problem due to either a busy internet or our servers working very hard.

Solution:
Try a "REFRESH" -- holding the CTRL button and clicking the Refresh button on your browser. Also, if you are a frequent visitor to PassionUp.com and this happens often, you might want to empty your "temporary internet files" from time to time (found in Internet Explorer under 'Tools/Internet Options/Temporary Internet Files'). Emptying your temporary internet files can also clear up a lot of space on your computer. Realize that in doing this, you are emptying your browser's 'History'. Internet connections are not 100% as you well know. When you click on a card, the request is sent from your machine to your ISP to our servers. But did you know that in-between there can be up to 50 servers that handle the request?! And that is just one way...the request is answered and travels back the same, or a different, precarious route to your computer screen. Sometimes, somewhere, somehow in the transport your request is lost or broken. Of course all of this can take milliseconds but that is not always the case. Depending upon your connection speed and machine speed, our pages can take from less than half a second to load to minutes! Another possibility is that our servers are busy or experiencing another problem. When traffic is really busy, like for Valentine's Day, we are dealing with several thousand requests each minute. Though our servers are up 99.8% of the time, that still means that in one year the servers would be down for 5 days! Don't worry, that is usually thinly spread across the year and means that we usually experience just a few minutes a week. So...have fun and REFRESH a lot!

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Question:
I cannot hear the music on your site.

Answer:
Your audio plug-in is either not installed or not working properly. You may also not have a soundcard.

Solution:
Please go to the Crescendo web site, it is a free download: http://www.liveupdate.com/dl.html and makes Passionup.com greeting cards and fun pages sound fantastic. If you already have a MIDI plug-in for you browser and are still experiencing problems you might have to re-install the plug-in by running the setup application once again.

More:
Note to AOL users: Your service provider updates your software from time to time. If you are having difficulty hearing our cards, you might have to download the latest free Microsoft Media Player plug-in at http://www.microsoft.com/windows/mediaplayer and re-install this plug-in for your operating system.


Microsoft Users: If you are still having trouble, try the Microsoft sound troubleshooting tool.

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Question:
I am having problems viewing some of the cards on your site, they appear blank.

Answer:
Hello Web TV user!? Actually, even folks not using Web TV might have this problem. We use a programming called "Flash" and Java Scripting with our newer cards.

Solution:
Web TV folks have no control over these settings but if you use a standard browser (Internet Explorer version 5.x or Netscape 4.x), you will be able to view these pages if you follow these instructions. You will need to install the Flash plug-in and to view the Flash cards. You can download the plug-in from http://www.macromedia.com/software/flashplayer/ and you will have to install the plug-in for your particular browser (Internet Explorer or Netscape). Web TV does not allow you to do this but due to the popularity of Flash, I am sure that they will get this issue figured out for you soon. Another issue that might cause the pages to not appear properly (certain animation and options) has to do with Java Scripting. The JavaScript setting can be found under your browsers Tools/ Internet Options/Security Tab. You can customize this setting to your security needs by clicking "customize". The JavaScript setting is towards the bottom of the list under the category "Scripting". To allow the best operation of PassionUp.com, enable "active scripting", "allow paste operations via script", and "Scripting of Java applets".

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Question:
I get the error message "Invalid Email Address" when trying to send a card.

Answer:
There could be a server issue that is caching the pages somehow or you could be not entering the email address properly.

Solution:
First, if you can try to empty your cache by deleting the temporary internet files (found in Internet Explorer under 'Tools/Internet Options/Temporary Internet Files') we can make sure that you are not bringing up any old pages (this happens if you visit the site often). Next, we need to verify the email address that you are typing. We should verify that there are no extra characters or spaces in the email address. To make sure, do not select an address from your PassionUp address book. Type it in character by character. For Email novices, I have included a sample list of properly formatted email addresses. If you are experienced you can disregard this, but do be careful of blank spaces. If you believe that you are entering the email address correctly, please respond to me at thomas@passionup.com and include the email address that gives you the error. If you tell me less the 24 hours after it happens, I can usually check to LOG to see what the problem is.

More:
Here are some good samples:
thomas@passionup.com
al@aol.com
sally@webtv.net
frank_timmons@gateway.net

Notice that the last one looks like there is a space. Actually there is a character there...can you see it? It is a "_" and is critical because there is no such things are spaces in email addresses!

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Question:
Why do I keep getting confirmations that a card that I sent was picked up?

Answer:
The repeated confirmation issue has to do with the fact that the person either...
1 continues to pick up the card -- clicks on the card from the email or has saved it as their browser's home page and every time they open their browser it goes to that card and sends you a notice of that fact.
2 the person has forwarded the card as an email to a friend(s) and when the friend(s) views the card, you are sent a notice that it was picked up (again).

Solution:
Ask your friend not to go to the link in the email anymore or to change their browser's home page. They should not be forwarding the email to others because when the other person opens the email, you will be sent a confirmation. Also, tell your friend to enable "cookies" in their browser's properties.

More:
Let us understand what happens when we set the confirmation to "ON". When you send a card/email, we encrypt your email address (sender) into the URL in the email that you send. For example, here is the encrypted link for a card that I sent: http://www.passionup.com/fun/fun14.htm?e=thomasg%40passionup.com%2ecom&f=t%40thomas%2ecom&confirm=1 - notice that my email is included in this link. If I click on this link to view the card, a confirmation will be sent to me. When a person opens the email and clicks on the link (going to the site) they invoke a command that sends you a confirmation. We then place a "cookie" on their machine that prevents you from receiving another confirmation from that person. However, if they have disabled "cookies" (a browser security setting) then every time they click on the link and go to the site through that link, they will send you a confirmation. Also, some people like the cards so much that they save it as their browser's home page. If someone does this and has cookies disabled, they will send you a confirmation every time they open their browser (which goes to the encrypted URL). Furthermore, if the person forwards the email that you originally sent from our site this causes problems because the people who receive this email will also open the card from the link within the email and send you a confirmation. In other words, this is not how we expect our cards to pass hands. Usually, people go to the site, send a card to one or more people who open the card from the link in the email (sending you an confirmation) and the process ends here. But, since forwarding email is such a popular thing, some people will forward a card do several people and when these people click on the link in the email (with your sender email encoded in the link) you get the confirmation. Wow...that is a lot of stuff.Well, there is a way of turning the confirmation off...for the next cards that you send. If you use the PassionUp Address Book (the Edit button on the sending page) you will see an option for turning the confirmation and copy OFF. You will need to have "cookies" enable to do this. Check your browser's properties (in Internet Explorer it is under Tools/Internet Options/Security) This will prevent the repeated confirmations from happening in the future but remember that there is still an email out there with an encrypted link that will send you a confirmation.

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Question:
When I am on your site my computer freezes and I have to reboot the machine.

Answer:
If the machine really freezes, the mouse does not work anymore. If this is not happening, you might just want to check if there is a tiny pop-up box in the background somewhere that makes it appear as if things are frozen. If your computer truly freezes, read on...there could be one of several things happening here. This is more a browser problem than a "web-site" issue. We use Flash and JavaScript in some of our cards and one of these might be creating some problems for your browser. Our cards also play music and the audio plug-in might be causing some issues as well.

Solution:
You can try to check the plug-ins and the settings for these applications. A new Flash player can be installed by downloading from  http://www.macromedia.com/software/flashplayer/. The JavaScript issue is merely a setting in your browsers Tools/Internet Options/Security settings. You might have to try different settings but accepting Javascript and Cookies is the ultimate setting that you would need to use the full features of our cards. A new audio plug-in can be downloaded from http://www.liveupdate.com/dl.html. If none of these work, you might have a browser problem and want to update/upgrade your browser. I include the links here..just in case.

More:
Upgrading your browser will most likely fix this problem so if you are not tender of heart, here are the links. The applications are all free (for now) and using the latest version of these browsers will truly bring the latest enhancements of the WWW to your machine. The only danger is if you have an older machine that might not be able to handle the requirements of the new browsers. Before downloading and installing these upgrades, check the requirements section...but remember, when software vendors write their "minimal requirements" they use the same logic as ski mountains when they report snow conditions. Netscape Users - The latest version of Netscape Communicator can be found at http://www.netscape.com/download/. The Netscape browser is free and has built-in e-mail and web-design tools. Microsoft Internet Explorer Users:  You can go to http://www.microsoft.com/windows/ie/ for the latest Microsoft browser. The software is the most popular browser on the market and works great with PassionUp.com greeting cards.

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Question:
I am not notified after I send a card from your site.

Answer:
The 'notification' and 'copy' option is a setting that needs to be turned on from the PassionUp Address Book.

Solution:
The PassionUp Address Book should appear after you select a card and you are on the 'sending page'. It is accessible through the 'EDIT' button on this page. If it does not appear, you need to enable "cookies" in your browser's properties (in Internet Explorer this is under Tools/Internet Options/Security). If the 'EDIT' button appears but does not seem to work, you need to enable Java Scripting (in Internet Explorer this is under Tools/Internet Options/Security).  Next, in the address book there is a setting called "Do not confirm the cards I have sent (via copy or pick up notification)". Notice that by default this is ON so if you do not want to receive notifications or copies, turn this setting to "OFF". Also, notice the other options under this menu.

More:
We rely on email services, browser security settings, other than our own, which is not a fool-proof process. The following is a list of potential problems that might affect the notification process:1. A delay in the sending of the card from our email server2. A rejected email address from the recipients email server3. A delay in the transport of the card that times-out the operation due to recipient email server's reliability.4. Recipient email server rejecting the email due to SPAM (some email servers WebTv, AOL, sometimes think we send SPAM because we send so many emails).5. A general network problem that causes the card or copy or confirmation not to be sent.6. The recipient not using "cookies" on their local browser.

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Question:
My PassionUp Address Book mysteriously disappeared or emptied itself.

Answer:
"Who stole the cookie from the cookie jar?". We store the address book in what are called "cookies". This has to be enabled in your browser's security setting. If this once worked and you find that the address book is empty, then most likely your "cookies" were deleted--not stolen. This happens when someone "cleans up" your computer with a space saving utility--cookies and temporary internet files take up a lot of hard drive space on your computer. This can also be done by your ISP if you have AOL or Web TV. This has happened to many Web TV people of late. 

Your cookies will also disappear when:

1. You log in to your computer as a different user (this can happen without your knowing it - for example if you have a shared computer at the library or use an Internet kiosk).
2. You or someone else has deleted your cookies or Internet files.
3. You are using a different computer each time you use PassionUp.

Solution:
Sorry. You will have to re-create your PassionUp Address book because most likely, the "cookie" that we store on your computer or that your ISP stores is gone.

More:
With MyPassionUp.com, we store the addresses securely. For now, cookies are the only way we can store client settings in a reasonable fashion.

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Question:
I cannot click on the link in your newsletter or on the cards that I receive from your site.

Answer:
Your email application can be set to read emails as html instead of plain text.

Solution:
If you would like to set up your local email application to read the incoming emails as html, go to the properties section of your client email application and set it to read "html" instead of "plain text". This is a "formatting" option and due to the numerous email applications out there, I cannot tell you where to find it specifically.

More:
If you do not change this setting, you will have to copy and paste the link into your browser's address bar to see the cards. If that does not work, there is a location listed at the bottom of each card that directs you to the exact index file on the site where you can find the latest newsletter so that you can type that into your browser's address bar. Sometimes there is a problem with the copy and paste routine as it can only hold a certain amount of characters in memory. Make sure that when you copy and paste that you paste the entire link...or you can do it twice.

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Question:
Can I cancel the delivery of a card?

Answer:
Cards are only sent after the “Send Greeting Card Now” button has been selected. At any time during the card creation phase, the process can be cancelled and no card will be sent to the recipient(s). After that time, however, we cannot control the email.

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Question:
How do I unsubscribe from the Passionup Fun News Newsletter?

Answer:
At the bottom of the Newsletter that you received is a link that allows you to unsubscribe from the Newsletter. You must use that link to unsubscribe. The following is an example of the text at the bottom of the Newsletter (this will not work to unsubscribe)

"You are currently subscribed to passionup-fun-news-XX as: somebody@somewhere.com. To unsubscribe send a blank email by clicking here: mailto:leave-passionup-fun-news-XX-2418366H@listX.passionup.com"

If you continue to have problems unsubscribing, please click here

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Question:
Why do I get an error regarding cookies?

Answer:
In MyPassionup we use cookies (small text-based files) that store information about your settings. These are controlled in your Internet browser's settings. You should 'enable' the use of cookies in your Internet browsers Option settings.


If you've enabled your cookie seetings, and the cookie's still won't work. Try logging in without checking "Remember me". Another thing you may want to try is to correctly set the date on your computer. If your date is completely incorrect, cookies may not work.

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Question:
How do I cancel my membership account?

Answer:
To cancel your membership account please click on this link: http://www.passionup.com/contact.htm and email us with your: Your Full Name, Email Address, and your last four digits of your credit card and please note "Cancel"



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