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Frequently Asked Questions

Viewing and Downloading

Ordering Prints

Can I share my favorites to Facebook without sharing the entire link?

If your photographer has enabled downloading for your photos, you can save them to your computer and upload them directly to Facebook.  The caption will automatically have the event link in it, but you can edit that in the Facebook upload window.

Can I download my photos to my mobile device?

Mobile Browser

The web gallery is available for viewing on all mobile devices. Some devices support individual image downloading, but most mobile devices will not be able to download all photos at once.


Download PASS for iOS
We have a PASS App available from the App Store to view and save images to your mobile device. Note: You must be logged in to view an event.

Once you download the app, you can download individual photos by tapping the + button when viewing them and tapping Download. This will save them in the Photos app. The Download All option is not supported on iOS.


Download PASS for Android
Android devices can save single images to the system's Gallery app. You can download an image by tapping the + when viewing it and then tapping Download. Android also has a Download AllPASS optimizes photos to keep them portable, but also high resolution. When you download an image, it will be 4000 pixels on the longest edge and will print up to a 30x40 poster sized print, and an even larger canvas print. Typical file size is 600KB - 2MB depending on the brightness and detail of the image.

My photographer asked me to give them a photo's filename, but where do I find it?

If your photographer has enabled viewing of filenames in the gallery, you will find them on the sharing sidebar to the right when you're viewing an individual image.

Why can't I download? My photographer says I should be able to.

If you are having trouble downloading, please first try clicking the Menu icon at the top left of the gallery and login. Then try the Download option again.

If you continue having trouble downloading, your photographer may have setup your special access under a different email address.  Please let your photographer know the email you are using to login and ask them to check that access is setup for that email.

My gallery will not load or let me log in

Try A Different Browser

Please try a different web browser to see if your problem persists. Here are some common browsers to try: Google ChromeFirefox & Safari(mac).

Business Internet Connection Blocking Gallery

If you are on a business internet connection it may have a firewall blocking some of the public services from Google and Facebook that we use for loading the images and logging into the gallery.  Please try connecting from home or another internet connection.

Firewall Software Blocking Gallery

If you have a firewall software like Symantec Norton it may be blocking the full loading of that gallery.  Try temporarily disabling the firewall to see if the gallery loads.  If so, please add that website to the allowed list within the firewall settings to get it loading. If you have a mobile phone you can try loading the gallery with your Wifi turned OFF to see if it's only a problem on your home internet connection.
How do I use Gift Credits from my photographer?

Gift Credits are automatically applied to the account associated with the email address that you received the confirmation email for the Credits. They will auto apply on the payment screen during an order checkout. You can decide to adjust the amount of credits used for the order. Any remaining balance can be paid with a standard credit or debit card.

How can I check my print order status?

After a print order is placed you will receive an email receipt and the order will be sent to processing. Once the photos have been printed and shipped you will receive a confirmation email. For Economy Shipping, please allow 10 business days for delivery.

I have not received a confirmation email for my order

Order confirmation emails will come from If you do not see a confirmation email in your inbox, please check your spam folder. If you still can't find it, please chat with us.

Can I cancel a print order?

Once an order is confirmed, it is immediately submitted to the print lab and cannot be changed or cancelled. If you noticed that your shipping address was incorrect please immediately contact support using the links at the bottom of this page. Prints are typically shipped within a few hours on business days.