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Troubleshooting
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I have forgotten the sign in password?
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Please email us from your email ID that you use for sign in at Fireia.com. We will reset your account password and mail it to you. Once you have the password reset please change the password for security reasons. As a security best practice we recommend that you do not share your account password or, email us the password. Fireia customer support will not require your account password to attend to your support requirements.
If you are not sure of the sign in ID that you have used in your account, let us have a few of the email IDs that you have used in recent times along with the question and answer for your password reminder feature. (During sign up you would have set a password reminder question and an answer to it).
Please let us have a fair description of the images you have in your account, any record from an order that you have processed or the address in your account as you have entered.
Once we have established that you are the owner of the account we will come back to you with the reset password and sign in ID for your account. Please allow us 3 to 5 business days for us to reset the password if you do not have the sign in ID and password for your account as this involves searching through the account users.
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I have been trying to upload images to my account in Fireia, but upload fails…
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Typical reasons for upload failure could be:
1. Old or expired cache or cookies in your browser. Please clear cache and cookies in your browser and please try one more time. If this did not solve the problem, please try a different browser – if you are on Internet Explorer, you can try Firefox.
2. Also see if there is internet content filtering software such as a firewall in your PC that is interrupting the upload process
If both 1 & 2 above did not lead to your solution, please do get in touch with us at Customer Support and we will be glad to assist . Optionally, we also have email and FTP options for image upload.
File Transfer Protocol or FTP is a handy method to transfer files of large sizes. If you have images totaling to more than 10 mega bytes let have an email us note of your requirement. We will create a dedicated FTP folder in our secure servers for your order and come back to you. The FTP folder will be dedicated to your requirement for a week to 10 days.
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What are preferred browsers and settings to be used at Fireia.com?
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Fireia is fine tuned for Internet Explorer 5.0 and above and Mozilla Firefox 1.5 and above. We are working to include support for other browsers. Please do check back with us from time to time.
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I am not able to sign in
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If you have forgotten your password please use the 'Forgot Password' link in the sign in page. If you have forgotten the email ID that you use for sign in at Fireia, please get in touch with any of the following, to prove that you are the owner of the account. We want to be doubly sure that we are enabling account access to the rightful owner.
Information that can prove ownership of the account can be:
1. First name, last name
2. Your secret question for the account and the answer
3. Description of images in the account, with some specific detail
4. Order number from any previous Fireia orders - please check order confirmation mails that you have from the past
If you are sure you have the right sign in and password please try the following technical resolutions.
Please clear cookies and cache in your browser and try again. Please see if a firewall device, internet content filtering software or your browser settings are preventing our security certificate from working.
If the above does not make a difference, please try a different browser and let us know of the results. Please reach Customer Support with all or any of the following
1. Operating system
2. Internet connection – dial up, DSL, cable
3. Browsers tried out with versions
4. Firewall, anti virus or content filtering used
5. Other websites visited recently
6. If cookies and cache have been emptied
7. The error message that you receive when sign in fails
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Unable to upload images
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Please clear cookies and cache in your browser and try again. Please see if a firewall device, internet content filtering software or your browser settings are preventing our security certificate from working.
If the above does not make a difference, please try a different browser and let us know of the results. Please reach Customer Support with the following information:
1. Operating system
2. Internet connection – dial up, DSL, cable
3. Browsers tried out with versions
4. Firewall, anti virus or content filtering used
5. Other websites visited recently
If you are racing against time to complete an order please consider other upload options.
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