Frequently Asked Questions

Accessing Your Photos

Selecting Photos For Your Order

Product-specific Questions

Gift Credits, Sales Tax, Photographer Promotions

Shopping Cart / Checkout

Order Status, Changes and Post-Order Help

Accessing Your Photos

Q. Why can't I access my event?

A. The event is not accessible if it has not yet been made available to you to view by the photographer or event host (see When is the event going to be available for viewing?). Alternatively, an expired event is also not accessible (see Why is my event no longer available).

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Q. When will my event be available for viewing?

A. If you are the owner of the event (the event host, i.e. typically the bride for a wedding event), it will be available for you to view after the photographer has completed editing the images. Please contact your photographer for more information. If you are a guest of the event, it will be available once the host or photographer has approved sharing the event to guests.

Note: To receive immediate notification when the event is released, we recommend that you pre-register for the event. Learn about event pre-registration.

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Q. How do I register for an event?

A. You can register for an event several ways. Most common, you received an email invitation to view an event. If this is the case, simply click on the “VIEW PHOTOS” button in the email and follow the on-screen instructions to register. Without the email invitation, you will go to www.pictage.com and search for the event you attended. Under “Find Your Photos”, search for and click on the event you want to register for. Follow the on-screen instructions to register. If the images are not yet available for viewing (i.e. have not yet been released by the photographer or the event owner), you will be notified via email once they become available.

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Q. I’m getting a ‘bad credentials’ error. Why can't I log-in?

A. There are a few possible reasons why you may have trouble logging-in. Please step through below and if you’re still having problems, give us a call Monday-Friday 6:00am-5:00pm PST by dialing 1-877-PICTAGE (877-742-8243 / option 2).

  1. You have not agreed to the terms of service:
    1. Go to Pictage.com.
    2. Enter your email and password.
    3. Click on "Sign In". You will be taken back to the Pictage homepage.
    4. Click on the Terms of Service checkbox below and click on "Sign In".
  2. Did you enter the right password?
    1. You can retrieve your password by clicking on the “Forgot your password?” link beneath the login box..
  3. Did you enter the correct username? Your username must be the email address you initially registered with (or the email you provided to your photographer, if you are the event owner). Is your email address in our system yet? Be sure you are registed for the event.

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Q. What is my password?

A. You can retrieve your password by clicking on the "Forgot your password?" link found beneath the login box.

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Q. How do I register for an event?

A. You can register for an event several ways. Most common, you received an email invitation to view an event. If this is the case, simply click on the “VIEW PHOTOS” button in the email and follow the on-screen instructions to register. Without the email invitation, you will go to www.pictage.com and search for the event you attended. Under “Find Your Photos”, search for and click on the event you want to register for. Follow the on-screen instructions to register. If the images are not yet available for viewing (i.e. have not yet been released by the photographer or the event owner), you will be notified via email once they become available.

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Q. My event is no longer available. How do I access images?

A. Your photographer sets the duration of how long your event is available, and this message means that your event has expired. Please contact your photographer for more information or to extend the duration of your event.

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Selecting Photos For Your Order

Q. Do I have to create a folder? Why?

A. Pictage systems require images be within a folder to order products such as books and albums. Fortunately, folders are an easy way to tag specific images which is helpful when it comes time for you to access your favorites! To start foldering your favorite images, simply click on the “Star” icon located under those special images:

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Q. What is a folder and how do I create one?

A. A folder is a container of your selected images. There are two types of folders:

  1. "My favorites" folders. These are automatically created when you first visit the event. To add an image to your "favorites" folder:
    1. Go to the "PHOTOS" tab.
    2. Click on the star icon beside the photo you want added to your favorites.
  2. Custom folders. To create a custom folder:
    1. Go to the "PHOTOS" tab.
    2. Click on the folder icon ("Add to folder") beside the image you want to add to your folder.
    3. Click on the "Create New" text field and enter a name for your folder.
    4. To add an image to the folder, repeat steps 'a' through 'c' above then select the folder you want to add the image to.
    5. Click on the "Add to Folder" button.

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Q. Can I rearrange the order of the images in my folder?

A. Yes. To rearrange the order of the images in your folder:

  1. Go to the folder you want to edit.
  2. Click on the "REARRANGE" button.
  3. Move the images by dragging them in your desired sequence.
  4. Click on "Save Changes".
  5. Alternatively, you can access the "Rearrange" link by clicking on "Folder Options" located above the page number and below the navigation tabs, BUT this option is available only if you own the folder (you created the folder).

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Q. Can I remove an image from my folder?

A. Yes. To remove an image from your folder:

  1. Go to the folder you want to edit.
  2. Click on the "Remove from Folder" link located beside the photo you want to remove.
  3. Note: This option is available only if you own the folder. That is, the folder was created by you.

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Q. Can I remove an image from my event?

A. No. You cannot remove an image from an event. However, if you are the owner of an event, you can mark an image so that it is not visible to others.

  1. Go to the "PHOTOS" tab.
  2. For each photo that you want hidden, click on the "lock" icon (available in thumbnail and full size view) or "Make Private" link (available in full size view).

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Q. I am the event owner. Why can my family and friends see my private images?

If your family and friends can see your private images, it is most likely because they are accessing your event through the event release email sent to you by Pictage. It’s for security reasons like this that we strongly discourage forwarding the event release email to your friends and family. Please contact Pictage Customer Care for resolution: 1-877-277-5224.

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Product-specific Questions

Q. How do I add a border to an image on a final print order?

A. To add a border to an image:

  1. Add an image to the cart.
  2. Click on the "CART" tab.
  3. Click on the "Edit Photo" link beside the image you would like to add a border to.
  4. Select the "Add Border" tab.

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Q. Can I crop an image myself?

A. There are two ways to access image cropping:

  1. PHOTOS Tab
    1. Click on the "PHOTOS" tab.
    2. Click on the image you would like to crop.
    3. Select "Crop" from the image options on the right.
  2. CART Tab
    1. Add an image to the cart.
    2. Click on the "CART" tab.
    3. Click on the "Edit Photo" link beside the image you want to crop.

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Q. Why is part of my image chopped off?

A. Depending on the image size and the dimensions of the print you are ordering, a portion of the image may be cropped. For example, ordering a 5"x5" print (square dimensions) when the original photo is a rectangular image with a horizontal orientation (i.e. 4x6), you will end up with a photo where the sides are cropped. As a service to our customers, if you do not crop your image yourself, Pictage will crop it for you. When cropping, we pay special attention to the subject's face and use as much of the center frame as possible.

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Q. Can I change the color of an image (i.e. change from color to sepia or black & white)?

A. Yes. To change the color of an image:

  1. Add an image to the cart.
  2. Click on the "CART" Tab.
  3. Click on the "Edit Photo" link beside the image you would like to edit.
  4. Select the "Edit Color" tab.

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Q. I want to order an album or book. In what order will my photos appear in my book?

A. Photos will appear in albums and books in the order they are displayed within your folder. Be sure the images are in the order you want to see them! Please see the folder rearrange function found within your folder to ensure your desired photo order is in place prior to ordering. You can also see step by step instructions here.

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Q. Can you design my book or album for me?

A. Yes. To order an Album Design:

  1. Within an event, click on the "BOOKS" tab.
  2. Select the album product you would like to purchase.
  3. Click on the folder dropdown and select the folder containing the images you want used in your album design. If you do not have any folders, you will need to create one before you can purchase an album design (see How to create folders).
  4. Click on "CONTINUE".

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Q. I’ve ordered an album design but it isn’t finished yet. When will I be able to review it?

A. The typical turnaround time for Pictage to provide you with a completed Album Design for your review is 5 business days. If it is beyond this timeframe and you are wondering about the status of your album design, please submit an online request here. Enter your order ID, select Order Assistance from drop-down and indicate Status Request in the Description field. We’ll respond to your request within one business day.

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Q. Can I request changes to my album design?

A. Yes. To request changes to your album design:

  1. From the "Your Design Is Ready" email you received from Pictage, click on "View Your Design".
  2. In the lower right of each page preview, click on the "Request Changes" link to describe your edits.

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Q. I paid a design fee when I ordered my book. Will that amount be deducted from my total charge?

A. Yes. If you chose to purchase a designed book, your design deposit will be applied to the purchase price of your order. The design deposit does not display as a line-item in your shopping cart, however, all total charges shown during checkout do reflect the deduction of the design deposit.

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Gift Credits, Sales Tax, Photographer Promotions

Q. How do I use my Pictage Gift Certificate and / or Gift Credit?

A. Your Pictage Gift Certificate is automatically applied when you purchase prints.

  1. You can remove the gift certificate or to see the gift certificate amount:
    1. Login to an event.
    2. Add an item to the cart.
    3. Go to the "CART" tab.
    4. The gift certificate appears as a module at the top of the "CART" tab.
  2. You can also manually enter a gift certificate code at checkout:
    1. Login to an event.
    2. Add an item to the cart.
    3. Go to the "CART" tab.
    4. Click on the "PROCEED TO CHECKOUT" button.
    5. At the Shipping/Payment page, enter your gift certificate code within the gift certificate module located at the upper-right section of the page.

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Q. What can my Pictage Gift Certificate and / or Gift Credit be used for?

A. You can use your Pictage Gift Certificate on ALL products except:

  1. Album Design Requests
  2. Gift Certificates

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Q. I see my photographer is currently offering a “Double Prints” promotion. How do I know that my order qualifies for the promotion?

A. The Double Prints promotion will be visible to you, if it’s available, and only applies to Professional and Custom print orders. For every quantity one print you order, Pictage will send two copies, so be careful not to multiply your order! You can verify that your order will include a free copy of each print that is ordered in the order flow:

  1. Add either a Professional or Custom print to your cart.
  2. Go to the "CART" tab.
  3. Look for a red text "Double Prints" beside the item you added to the cart.

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Q. Is sales tax included in my purchase order?

Requirement of Sales Tax for Retailers

Sales tax collection is a requirement for all retailers, including any companies who sell over the Internet. The amount of the tax depends on the type of item(s) involved in the transaction and the shipment's destination, as well as a number of other factors.

When products are subject to sales tax in the state where the order is shipped, the calculation of the tax is based on each item's total selling price. The tax rate is typically a combination of the state and local rate for the address of the shipping destination. This is why the sales tax rate may differ when an order is shipped to a home address, rather than a work address. Pictage secures our tax rates from one of the foremost tax-rate service providers.

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Shopping Cart / Checkout

Q. Why didn't my credit card work?

A. Your credit card may not work for several reasons:

  1. Wrong information entered. Verify that you entered the correct credit card information. Also note that your billing address must match what is on file with your credit card company.
  2. Insufficient balance. Your card may be rejected because there is not enough credit in the card to cover the cost of your purchase. Please contact your credit card company for details.

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Q. I’m getting a “Code 12” error. What is causing this and how do I resolve it?

A. A Code 12 or similar error indicates an issue with your address entry. To resolve this, please ensure there are no symbols in your address fields (example: 1872 – 182nd Street should not have a dash or an “nd”).

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Q. Do you accept international orders?

A. Yes. International orders are accepted, though charges will be applied in US Dollars. Be sure the correct shipping address is entered at checkout.

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Q. How do you charge for international orders?

A. All prices on the website are based in US dollars and only Visa, MasterCard, American Express and Discover cards are accepted as forms of payment at this time. Your credit card will be charged in US currency and your credit card company will apply their own exchange values and transaction fees, if any.

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Q. I need to change my shipping address at checkout and it won’t accept. How do I change it?

A. Please contact our Customer Care team Monday-Friday, 6:00am-5:00pm PST by dialing 1-877-PICTAGE (877-742-8243 / option 2). Outside of normal hours you can also submit an online request here.

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Q. Can I ship to a military address?

A. Yes. To enter a military address, we recommend the following:

  1. Enter the APO/FPO and AA/AE/AP designations within the "City" field.
  2. For state, select "California" for the dropdown if sending to AP, "New York" for the dropdown if sending to AE, and "Florida" for the dropdown when sending to AA.
  3. It is important that you use the correct zip code.
  4. Example:
    John Doe
    APO AP
    CMR 123 BOX 4567
    California
    96278

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Order Status, Changes and Post-Order Help

Q. What is my order status?

A. To check your order status, please contact our Customer Care team Monday-Friday, 6:00am-5:00pm PST by dialing 1-877-PICTAGE (877-742-8243 / option 2) or by filling out our help form.

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Q. Can I change my order?

A. Yes, if your request is received before your order moves into production. And if you reach us after your order is in production, we will work with you to figure out how to get the products you want. Please remember, your order is customized and personalized to you, and with our automated production system, orders can very quickly move into production – and past the point of cancellation or modification – at all hours of the day. Please double-check your orders for accuracy before submission and if there is a problem, notify us online immediately. Submit your request here and select “Order Assistance” in the Type Field and “Change Request” in the Reason field. Or contact our Customer Care team Monday-Friday, 6:00am-5:00pm PST by dialing 1-877-PICTAGE (877-742-8243 / option 2).

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Q. Can I cancel my order after I’ve placed it?

A. Yes – you may request the cancellation of an order online before midnight, Pacific Standard Time, on the same day your order was placed or if the request is received before your order has moved into production. Please remember, your order is customized and personalized to you, and our automated production system can very quickly move orders into production – and past the point of cancellation or modification – at all hours of the day. Please – double-check your orders for accuracy before submission and if there is a problem, notify us online immediately. Submit your cancellation request online here and select “Order Cancellation” in the Type field. We’ll confirm with you next business day!

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Q. If my order it’s damaged or defective, can I return it?

A. Yes – Pictage is committed to your satisfaction. If any Product that you purchase arrives damaged or its’ construction is defective, you can return that Product to us within thirty (30) days of our initial shipment of that Product, and we will repair or replace that Product at our expense. Before returning any Product to us, you must notify us of the problem by filling out our contact form and select “Order Assistance” in the Type Field and “Return Request” in the Reason field. Or contact our Customer Care team Monday-Friday, 6:00am-5:00pm PST by dialing 1-877-PICTAGE (877-742-8243 / option 2).

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