Thanks for visiting our ‘Help’ page.

Picture Marketing provides software to hundreds of photo and video capture clients, all over the world. We can assist you in finding a lost photo, and with other simple issues, by forwarding your request to the Client that took your photo.  Before filling out the form at the bottom of the page, please review the following Frequently Asked Questions.

 

Missing Photo Request

For Events Where You Provided Your Email or Mobile Phone Number

How is my photo delivered to me?

Typically, you enter your email or mobile phone number on the screen of the photo booth or provide it to the photographer, and when your photo or video is uploaded, the system sends you a link to your image(s).

The email will arrive as soon as your image is uploaded from the event. This usually is immediate. Sometimes the device doesn’t have web connectivity onsite but will upload as soon as a connection is re-established. Allow 72 hours prior to submitting a request.

I haven't received the email or SMS text message from the event today

The email or text message will only be sent when the image is uploaded and processed. In some cases when there is no Internet onsite, it can take a while for the images to be uploaded. Please wait up to 72 hours.

Also, be sure and check the “Junk Mail” or “Bulk Mail” or quarantine folder in your email program to see if your email system has mistakenly filtered the photo access email into one of these trash folders.

It has been a few days and I still haven't received a link to my photo.

If no link has come after several days there may have been an entry error (mistyped email or phone number), or an operator error (e.g.. the photographer might have made an error when sending your photo).  You can fill out the form below and we’ll forward it to the company that took your photo. Hopefully, they can quickly locate it and send you a link.

I filled out the form below but never heard anything.

As a software provider, our options are somewhat limited. You can try filling out the form a second time, noting that it has been previously filled out. We’ll do our best to convey the importance to the client, on your behalf.  Some clients take thousands of photos, and trying to find one is a bit of a needle in a haystack mission. So please have mercy!

Missing Photo Request

For Events Where You Received a Photo Access Card

How do I use the card I received?

Visit the URL printed on the barcoded photo access card you received at the event. Then, enter the 10-digit code printed on your card, along with any other required information, and click “submit”. You will receive an email or text message with a link to view your photo or video.

The email will arrive as soon as your image is uploaded from the event. This usually is immediate, but sometimes can take a few days. 

I lost the card with my photo code. How can I access my photo?

The photo code on the card is a unique identifier that leads to your photo(s) only. Without the card, we are unable to find your photo(s). However, if you’ve lost the unique photo code and photo access card, and provide a very detailed description on the form below, we’ll forward the form to the company that took your photo and they might be able to find it.

I submitted the online form to access my photo, but the system cannot find my photo.

The email or text message will only be sent when the image is uploaded and processed. If the onsite Internet connection is lost, the system will save the images and data, and immediately upload them when a connection is re-established. Under such circumstances, it can take a while for the images to be uploaded. Please wait up to 72 hours.

You’ll want to check to see that you entered the correct photo code and email address. Also, be sure and check the “Junk Mail” or “Bulk Mail” or quarantine folder in your email program to see if your email system has mistakenly filtered the photo access email into one of these trash folders.

Once your photo is uploaded, an email with a link to the photo will automatically be sent to the email address you provided. If, after 72 hours, your photo is still not in our system, it is likely that a camera or photographer error prevented the photo from being saved. However infrequent, such errors do occur, and we will not be able to retrieve your photo. Please accept our apologies.

I submitted the online form and the screen said I would be sent an email, but I never received the email.

Check the “Junk Mail” or “Bulk Mail” or quarantine folder in your email program to see if your email system has mistakenly filtered the photo access email into one of these trash folders. If you can’t find it and it still hasn’t arrived after a few hours, try submitting the online form again using an alternate email address (such as a free webmail account).

I submitted the online form and photo access code, but I received the wrong photo.

Check to see that you entered the correct photo access code. If you still can’t see the correct photo, it is likely that the photographer mistakenly handed you the wrong card. Please fill out the inquiry form at the bottom of this page in full, and include as much identifying information as possible (photo subjects, approximate time, etc). We’ll send the request on to the client who can hopefully locate the photo based on the information provided, and then send you an email with a link to the correct photo.

Other Issues

How can I order a print of my photo?

Some photo pages include a link to purchase prints or other photo merchandise. If you are having trouble with the purchase feature, please fill out the inquiry form that appears as part of that form.

If the page does not include a link to purchase photos, you can simply drag the photo to your desktop to save and print, or print the webpage directly from your web browser using its print option.

Privacy Concerns

The privacy policy can vary for each campaign. Usually, your online photo is privately delivered to you and then you can decide if or how you want to share it. In other campaigns, the brand might display the photo as part of a photo wall at the event or a photo mosaic or allow you to enter a contest. The handling of your email address and all other information you provide is outlined in our Privacy Policy and Terms of Use. These documents can be viewed by clicking the links at the bottom of the photo page.

The quality of my photo is not what I expected.

Although our cameras include features to help ensure an excellent photo, sometimes poor light, movement or another issue can damage photo quality. Please accept our apologies for this error.

I’m still having problems with my picture – how can I get help?

If you have any further problems or questions that are not addressed here, please fill out the Help Form below for additional assistance and we will do our best to help.

Form

If none of the solutions shown above resolve your problem, please completely fill out this form to request additional information, or to send us comments. Information submitted via this form will only be used by Picture Marketing employees in an effort to assist you. All fields are required. If you don’t know an answer or if it does not apply to your question, simply put N/A in the space. Thank you.

* These fields are required.


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