Event access:

• When is the event going to be available for viewing?
• Why can't I access my event?
• Why can't I log-in?
• How do I register for an event?
• What is my password?
• Why is my event no longer available?

Browsing and organizing:

• What is a folder and how do I create one?
• Why should I create a folder?
• How do I rearrange the order of the images in my folder?
• How do I remove an image from my folder?
• How do I remove an image from my event?
• Why can my family and friends see my private images?

Product-specific:

• Prints: How do I add a border to an image?
• Prints: How do I crop an image myself?
• Prints: Why is part of my image chopped off?
• Prints: How do I change the color of an image (sepia / black & white)?
• Albums and Books: What order will my photos appear in my book?
• Albums and Books: How do I order an Album Design?
• Albums and Books: What is my album design status?
• Albums and Books: How do I request changes to my album design?
• Albums and Books: Will the design deposit be applied to my book order?
• Albums and Books: Where is the discount shown when books are on sale?

Placing an order:

• How do I use my Pictage Gift Certificate and / or Gift Credit?
• What products work with the Pictage Gift Certificate and / or Gift Credit?
• I see there is currently a promotion for "2 For 1" prints. How would I know that my order qualifies?
• Is sales tax included in my purchase order?

Checkout:

• Why didn't my credit card work?
• Do you accept international orders?
• Do you accept international currency?
• I'm trying to checkout but can't change my shipping address. How do I change it?
• How do I enter a military address?

Status and post-order help:

• What is my order status?
• Can and how do I change my order?

Event Access:

Q. When is the event going to 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 released to you 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. Why can't I access my event?

A. The event is not accessible if it has not been released 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. Why can't I log-in?

A. There are a few possible reasons why you can't log-in:

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. Wrong password:
   1. See What is my password.
3. The username you are using to login needs to be an email address.
4. The username does not exist in our system:
   1. See How do I register for an 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 below any of the registration forms.

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Q. How do I register for an event?

A. You can register for an event several ways:

1. Within the Pictage homepage:
   1. Go to Pictage.com.
   2. Click on the "New users register now!" link.
2. Pre-register for an event that has been scheduled but not yet available to view:
   1. Go to Pictage.com.
   2. Search for and click on the event you want to register for.
   3. When prompted if you would like to be notified by email when the event is available, select "Yes please".
3. Search for an event:
   1. Go to Pictage.com.
   2. Search for and click on the event you want to register for.
4. Via an email invitation. If you received an invitation to view an event:
   1. Click on the "VIEW PHOTOS" button in the email.

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Q. Why is my event no longer available?

A. Your event is no longer available because it has expired. Note that your photographer sets the duration of how long your event is available before it expires. Please contact your photographer for more information.

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Browsing and organizing:

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. Why should I create a folder?

A. Creating a folder is necessary when ordering certain products such as books / albums and DVD slideshows. In addition, folders are an easy way to tag specific images, allowing you easy access to your favorite images, for example.

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

A. 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. Alternatively, you can access the "Rearrange" link by clicking on "Folder Options" located above the page number and below the navigation tabs. Note: This option is available only if you own the folder (you created the folder).
3. Move the images by dragging them in your desired sequence.
4. Click on "Save Changes".

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Q. How do I remove an image from my folder?

A. 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. Note: This option is available only if you own the folder. That is, the folder was created by you.

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Q. How do I remove an image from my event?

A. You cannot remove an image from an event. However, as 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. Why can my family and friends see my private images?

A. The most likely reason your family and friends can see your private images is because they are accessing your event as you. This can occur in two ways:

1. They are using your login to view the event OR
2. They are accessing your event through the event release email sent to you by Pictage. Note: We strongly discourage forwarding the event release email as it contains links to your account.

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Product-specific:

Q. How do I add a border to an image?

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. How do 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, when ordering a 5"x5" print (square dimensions) and the original photo is a rectangular image with a horizontal orientation, you will end up with a photo where the sides are cropped.

As part of the prints service, 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. How do I change the color of an image (i.e. sepia / black & white)?

A. 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. What order will my photos appear in my book?

A. Memory Book photos will appear in the order they are displayed within your folder. Please use the folder rearrange function found within your folder to ensure your desired photo order is in place prior to ordering.

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Q. How do I order an Album Design?

A. 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. What is my album design status?

A. At this time, there is no immediate way to check your album design status. You can contact our Customer Experience team Mon-Fri, 6:00am-6:00pm PST by dialing 1-877-PICTAGE (877-742-8243) or by filling out our help form.

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Q. How do I request changes to my album design?

A. To request changes to your album design:

1. Click on "View Your Design" within the "Your Design Is Ready" email (email sent when design is complete).
2. Click on the "Request Changes" link located in the lower right of the page preview.

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Q. Will the design deposit be applied to my book order?

A. Should you choose to purchase a designed book, your design deposit will be applied to the purchase price of your order. At this time we are unfortunately not able to display the design deposit as a line-item, however all prices shown during checkout will reflect the application of the design deposit.

Q. Where is the discount shown when books are on sale?

A. Book discounts are applied by reducing the "starting at" price (base price) and additional image price for each book. At this time we are unfortunately not able to display discounts as a line-item.

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Placing an order:

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. To 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 products work with the Pictage Gift Certificate and / or Gift Credit?

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

1. DVD Slideshow
2. Gift Certificates
3. Album Design Requests

Q. I see there is currently a promotion for "2 For 1" prints. How would I know that my order qualifies for the promotion?

A. The "2 for 1" prints promotion only applies to Professional and Custom prints. To verify that your order will include a free copy of each print that is ordered:

1. Add either a Professional or Custom print to your cart.
2. Go to the "CART" tab.
3. Look for a red text "2 for 1 Promotion" 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.

Please note: Between the time you place your order and the time the order is shipped, several factors can change which could affect your sales tax calculation. As a result, the amount of sales tax presented at the time you check out is an estimate and may differ from the actual sales tax charged to your account. For example, there could be a change in tax law during the period between placing your order and when the order ships. This is why we cannot guarantee the exact amount of taxes charged until your order ships.

Customers with Tax-Exemption Status

If you have been charged sales tax on an order and you have tax-exempt status, you must provide Pictage with a copy of your state resale certification, an exemption certificate, or any other acceptable proof of your exempt status for the shipping destination's state.

Please submit the required information by email, fax, or mail in order to receive a refund of any sales tax charges. Send scanned copies in PDF format to salestax@pictage.com. You may also fax the necessary information to (310) 525-1566 or mail it to Pictage, Inc., ATTN: Resell Certificates, 1580 Francisco St. Suite 101, Torrance, CA 90501.

For a list of FAQs, click here.

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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. Do you accept international orders?

A. Yes. International orders are accepted. Make sure to select the proper address at checkout.

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Q. Do you accept international currency?

A. Pricing on the website are based on US dollars and only Visa, MasterCard, American Express and Discover cards are accepted as forms of payment at this time.

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Q. I'm trying to checkout but can't change my shipping address. How do I change it?

A. If you are having problems editing your shipping information, please contact our Customer Experience team Mon-Fri, 6:00am-6:00pm PST by dialing 1-877-PICTAGE (877-742-8243) or by filling out our help form.

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Q. How do I enter a military address?

A. 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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Status and post-order help:

Q. What is my order status?

A. To check your order status, please contact our Customer Experience team Mon-Fri, 6:00am-6:00pm PST by dialing 1-877-PICTAGE (877-742-8243) or by filling out our help form.

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Q. Can and how do I change my order?

A. To change your order, please contact our Customer Experience team Mon-Fri, 6:00am-6:00pm PST by dialing 1-877-PICTAGE (877-742-8243) or by filling out our help form.

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