FAQs

Snapshot

Most Popular Images

My Account

Retail Price Lists

Logo

Billing Statements

Pictage Payment Processing (P3)

Products and Services

Event Website Settings

Campaign Settings

Social Media Sharing

Events

FTP Login Information

Uploading Events (FTP)

Adding and Replacing Images

Guest List Marketing

Albums

Forums

Pictage User Groups (PUGs)

The Photo Life

2-for-1 (Double Prints)

Studio Orders

Studio Samples

Consumer Questions and Support

Pictage Business Hours and Contact Information

Sales Tax

  • Q.What is the Snapshot?
    A.

    The Snapshot is located on your Studio Home page and will keep you informed of various customizable Pictage activities. Notifications will automatically feed into your Snapshot as they occur. All items in your Snapshot are also actionable; meaning you’re only a click away from viewing that newly created folder or reviewing the recently shipped print order.

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  • Q.How do I control the notifications that feed into my Snapshot?
    A.

    The Snapshot can be easily customized by clicking on the Customize Snapshot link. Use the checkboxes to decide what notifications are fed into your Snapshot. Always remember to click Save after you make your updates.

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  • Q.I cleared an item from my Snapshot, how do I get it back?
    A.

    Unfortunately, there is no way to retrieve an item once it has been cleared from your Snapshot. Remember that clearing out an item doesn’t undo the action it describes. Clearing out a “Folder Created” notification doesn’t delete that folder from your event.

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  • Q.How can I find my Studio ID?
    A.

    Your Studio ID is listed on the Studio Details page. You can get to the Studio Details page by clicking on the Manage Studio link under the My Account tab. You can also use the Quick Links menu along the bottom of your page to find Studio Details.

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  • Q.How do I change the name, email address and/or password associated with my Pictage.com website account?
    A.

    Click on the Profile Settings link under the My Account tab; make your edits and hit save.

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  • Q.Where do I find the Address List that allows me to add, edit and delete my different addresses?
    A.

    The Address List can be accessed by first clicking on the Manage Studio link under the My Account tab. Now click on the Address List link located right under the Manage Studio tab. Use the Add New Address button to submit additional addresses or click on the Edit and Delete links to take those actions.

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  • Q.How do I update my credit card information?
    A.

    Find and click on the Update Credit Card link located in the Quick Links menu along the bottom of your Studio Home page. Use the secure form to make your updates and hit the Save button to store your changes.

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  • Q.How do I add an associate photographer to my account?
    A.

    Only Pro members can add associate photographers to their account. To do so, find and click on the Associate Photographers link located in the Quick Links menu along the bottom of your Studio Home page. Click on the Add New Photographer link, fill out the form and finish up by pushing the Add Photographer button.

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  • Q.Where do I find the Pictage Terms & Policies?
    A.

    The Pictage Terms & Policies can be quickly accessed from the My Account tab pull down menu.

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  • Q.How do I select what products I offer my client(s) and set the retail pricing?
    A.

    Your Retail Price Lists will allow you to select your product offerings and set your retail pricing accordingly. Access your Retail Price Lists from the Events tab dropdown. We start you off with a Best Practices template. Retail pricing in this template is based on average nationwide Wedding event product pricing. You may change this template or create as many new price lists as you see fit.

    Manage your Retail Price Lists »

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  • Q.How do I create a new Retail Price List?
    A.

    To create a new Retail Price List, click on Retail Price Lists from the Events tab dropdown menu. Click on the Create New Price List button and give it a name. We will start you off with a Best Practices template. Retail pricing in this template is based on average nationwide wedding event product pricing. You may change this template as you see fit.

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  • Q.How many different Retail Price Lists am I allowed to have?
    A.

    You may create as many Retail Price Lists as you see fit.

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  • Q.What are Studio Specialty Products and how do they work?
    A.

    Studio Specialty Products is the portion of the Retail Price List that allows photographers to offer products or service to their clients that Pictage doesn’t provide. The ability to offer Studio Specialty Products is only available to Premium or Pro plan members. When your clients purchase a Studio Specialty Product that you added to the Retail Price List, Pictage will collect the payment and email you the order information automatically. It is your responsibility to fulfill the order from here.

    Here’s how it works:

    1. Add Studio Specialty Products to your price list.
      • Provide a detailed description and pricing for each product you want to offer.
      • Assign the price list with Studio Specialty Products to appropriate events.
    2. Consumers will see Studio Specialty Products offered in the event when ordering.
    3. Pictage receives the order and notifies you, via email, of the order placed.
    4. You fulfill the order.
    5. Pictage processes the payment.
    6. The client will be charged shipping when they order a Studio Specialty Product. Pictage will pass the shipping amount on to the photographer as part of their profit payment.
    7. Pictage charges Pro members 12% commission, and Premium members 15% commission on all studio specialty product orders.
    8. Pictage will collect the required amount of sales tax on Studio Specialty Products orders and pay the appropriate state on the photographer’s behalf.

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  • Q.How do I add Proof Products, Pro Prints and Collage Album Prints to my Retail Price List?
    A.

    These products are considered “Photographer Only Products” and thus cannot be added directly into your Retail Price List. If you are a Premium or Pro plan member, you do have the option of adding any of these products to your Retail Price List as a Studio Specialty Product.

    To add these as Studio Specialty Products, navigate to your price list and click on the Add More Products button located in the bottom right corner.

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  • Q.What are the requirements for my studio logo?
    A.

    The logo should be:

    • JPG or GIF
    • 300 dpi
    • 600 pixels wide

    Click here for more information.

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  • Q.Where do I email my logo?
    A.

    Your logo must be emailed to logo@pictage.com as an attachment. Make sure to include your studio name and studio ID in the email.

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  • Q.How do I view my statements?
    A.

    Your statements are easily accessible from the right side of your Studio Home page under the Account Activity box. Simply click on the View Statements link to launch the Pictage Statement Viewer.

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  • Q.How can I check when my billing cycle ends?
    A.

    All billing cycles end on either the 7th, 14th, 21st or 28th of every month. To find your end date, go to the Studio Details page by clicking on the Manage Studio link under the My Account tab. You’ll find your Billing Cycle listed under the General Information.

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  • Q.What is my account balance and how does it get settled?
    A.

    The quickest way to check your account balance is on the right side of your Studio Home page under Account Activity. Positive balances are presented in black text, and negative balances in red. To see what makes up your balance, click on the View Statements link under your balance or launch your statements from the My Finances link in the My Account dropdown menu.

    • We will run a balance for orders received from your clients and deduct charges from this balance, paying you the net at the end of each cycle.
    • Should the orders exceed the expenses by more than $50, we will send you a royalty check for the net.
    • If royalty check is $50.00 or less, the amount will roll-over into your next statement period, unless otherwise requested.
    • Royalty checks are mailed 5 to 7 business days after your monthly billing cycle date.
    • Should the expenses exceed the orders for a given monthly period, your credit card will be charged with this balance due.
    • Pictage will keep your credit card on file for these instances.

    Review Billing Policy »

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  • Q.Where can I update my Royalty Check information?
    A.

    Update your Royalty Check information by first clicking on the Manage Studio link under the My Account tab, and then on Profit Payment. You’ll be able to update the Checks Payable To and Mail Checks To fields. Always make sure to hit the save button once you complete your edits.

    Please Note: you must submit your Royalty Check changes at least two business days before the closing of your cycle in order for them to take effect.

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  • Q.How do I set up Electronic Funds Transfer (EFT)?
    A.

    You can set up EFT by clicking the Profit Payment link in the Manage Studio section under the My Account tab. Due to banking regulations; EFT option is only available for American-based bank accounts.

    Please Note: you must submit your EFT changes at least two business days before the closing of your cycle in order for them to take effect.

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  • Q.What is Pictage Payment Processing (P3)?
    A.

    P3 stands for Pictage Payment Processing. It is a convenient payment service that lets your clients pay for your packages (for events uploaded to Pictage) with credit cards and installment payment plans.

    P3 Features:

    • Automated credit card processing
    • Online billing and collections management
    • Allows your clients to pay in installments
    • No set up fees to get started

    Learn more »

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  • Q.Does my service plan come with P3?
    A.

    The processing fees differ, but P3 is available to all Starter, Premium and Pro plan members.

    Starter Premium Pro
    P3 Processing Fee 4.5% 3.0% 1.5%

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  • Q.How do I get to my P3 Payment Plans?
    A.

    The quickest way to access your P3 Payment Plans is to find the link in the Quick Links menu along the bottom of your Studio page. You can also get to the P3 Payment Plans page from the My Finances link under the My Account tab. Just click on the Launch P3 Account Website link to manage and create your client payment packages.

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  • Q.My client needs me to modify their P3 payment plan; how do I do that?
    A.

    To modify an existing P3 payment plan, please contact Customer Care on the Photographer Support Form. Our representatives can update the credit card on file, change a payment date, or alter the amount due for a given P3 payment plan.

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  • Q.How do I find out what products and services Pictage offers?
    A.

    Click on the Buy Products tab to review a full listing of Pictage’s products and services.

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  • Q.What are the turn around times (TAT) for your products?
    A.

    Turn around times vary by product. Please visit our Shipping & TAT Policy page for more information. You can also get to this page by clicking on the Terms & Policies link under the My Account tab.

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  • Q.What are some of the different benefits offered between the Starter, Premium and Pro plans?

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  • Q.Is there a sample page of the Pictage Product Line that I can share with my clients?
    A.

    You can download individual Product Folios HERE.

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  • Q.What are default Event Website Settings and how would I use them?
    A.

    Default Event Website Settings allow you to create custom settings for each event type that automatically apply during the Add Event to Pictage process. For example, if you like to have high security settings for all Boudoir and Baby Portrait Sessions, you can create a custom setting for these two event types that will make them Non-Searchable and require an Event Key. As a result, these high security settings will automatically apply the next time you add a Boudoir or Baby Portrait Session to Pictage.

    Watch a quick tutorial video »

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  • Q.I created a new custom Event Website Setting for event type wedding; why didn’t all of my old weddings change automatically?
    A.

    Custom Event Website Settings only apply your default preferences to newly added events. These custom settings are used to speed up the Add Event to Pictage process. Please don’t think of these as global settings that will retroactively change the settings for all of your past events.

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  • Q.What are the Best Practice Settings?
    A.

    These are Pictage recommended website settings that have generated optimal website sales and performance.

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  • Q.How many custom settings can I apply to each event type?
    A.

    Each event type can only be applied to one custom setting. With 21 different event types, you can have up to 21 different custom event website settings.

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  • Q.What is the Campaign Settings chart used for?
    A.

    Use the Campaign Settings chart to select your preferences by event type for participation in our Pictage sponsored campaigns. Pictage sponsors 2-for-prints, holiday re-release and anniversary re-release campaigns.

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  • Q.How does the anniversary re-release work?
    A.

    The event website is automatically re-released for 3 months; starting 45 days before the 1 year anniversary date. An announcement email will be sent to the client(s) and parents (if available) only.

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  • Q.What event types qualify for the anniversary re-release?
    A.

    Only Wedding and Anniversary event types qualify for the anniversary re-release at this time.

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  • Q.How does the holiday re-release work?
    A.

    All expired event websites from the past year are automatically re-released for the holiday season. This promotion allows clients and guests of past events the ability to buy photo gifts for the holidays.

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  • Q.What is a social media/networking site?
    A.

    Facebook and Twitter are prime examples of popular social media sites. They focus primarily on building individual social networks among its members. Members typically share a common interest with the individual or are associated with the individual as a friend, family member, co-worker, etc.

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  • Q.Why enable social media sharing?
    A.

    The power of social media is the power of connection. “Hey, I like this picture of you!” is so much more powerful than, “Hey, check out my pictures.” By enabling the social media tools in your Pictage galleries you are giving your clients and their friends a powerful tool that connects them from the media they use most to your images. And EVEN more powerfully, you are able to connect them directly to the content that is most relevant to them!

    Connect visitors directly to relevant content. Want to sell more pictures? Make sure that everyone who comes to your galleries can easily find pictures of themselves. Instead of having to look through all of the pictures, visitors can access a folder containing all images that include them. What’s more fun than that? They’ll automatically start tagging their untagged friends. It’s what they do on Facebook so we don’t even have to teach them to do it. Cool huh?

    Watch a quick tutorial video »

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  • Q.How do I turn on social media sharing?
    A.

    Social media sharing is automatically set to “on” by default (except for boudoir) but if for any reason you feel you need to make adjustments, you can do so by toggling the “Social media sharing” checkbox within your event’s “Edit Info & Settings” control panel.

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  • Q.How does tagging work?
    A.

    Visitors can sign in to their Facebook account and tag their Facebook friends in your photos. A link to the photo will then appear in their friend’s Facebook wall. Note that tagging only applies within the event. Your actual photos do not appear on Facebook, but when the friend signs into the event they’ll find their pictures in a special folder labeled with their name.

    Feel free to share this PDF with your clients.

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  • Q.After a photo is tagged, will it be displayed on Facebook?
    A.

    No, a link to your photo will be displayed on Facebook.

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  • Q.How does the Share button work?
    A.

    Visitors click on a Share button below a photo and pick a social media site of their choice. This will then post a link to the photo on the chosen social media site.

    Watch a quick tutorial video »

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  • Q.When a visitor uses the Share button, will my photo be displayed on the social media site?
    A.

    No, a link to your photo will be displayed on the social media site.

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  • Q.How does the Facebook Like button work?
    A.

    Visitors click on a “Like” button below a photo which will enable them to sign in to their Facebook account. This will then post a link to the photo on their Facebook wall.

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  • Q.When a visitor uses the Like button, will my photo be displayed on the social media site?
    A.

    No, a link to your photo will be displayed on the social media site.

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  • Q.How do I add my booked events to Pictage?
    A.

    Adding a booked event can be done in one of two ways. From the left navigation menu, you can use our simple Add Event Wizard by clicking on the Add Event to Pictage button or click on the Advanced Add link to fill out the form. The Add Event Wizard walks you through a quick 3 step process. The Advanced Add form presents you with a comprehensive list of all required and optional event settings.

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  • Q.What is the difference between a client and guest? What benefits do they get?
    A.

    Clients are generally the people who booked the event (e.g. Bride and Groom), while guests are those friends and family members that visit the event. You can calendar the event with no clients, or add as many clients as you need.

    Clients are given the following privileges:

    • Access to the event before their guests
    • The ability to mark images “private” so they cannot be seen by guests
    • And the ability to invite guests to view their event online

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  • Q.How do I add clients to my event
    A.

    Clients can be entered during the Add Event process. Follow these steps to add a client when the event already exists:

    1. Navigate to the Event home page
    2. Click on Edit Info & Settings
    3. Expand the Edit Client(s) menu
    4. Enter your client(s) email address(es)
    5. Click on Add Client(s) button
    6. Enter your client’s Name
    7. Select your client’s Role
    8. Hit Save

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  • Q.What is an “event ID”?
    A.

    An event ID is a unique 6-7 digit number Pictage assigns to your event once it is added to your list of events. These are the same 6-7 digits at the end of your Event Website address (e.g. http://pictage.com/1234567).

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  • Q.What is an “event key”?
    A.

    An Event Key is an optional password that you can use to limit visitor access to your Event Website. Guests who attempt to visit the event website will asked to enter the event “key” in order to view the images. Only you and your client(s) have the event key and can distribute it accordingly. Event keys can be added, removed, or changed in the Edit Info & Settings section of your Event home page.

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  • Q.What is a “Sample Event”?
    A.

    A sample event does not require a visitor to sign in to the event website to view the images. Your customers will only be required to sign in once they add products to their shopping cart or when they create a personal folder. Sample events do not allow you to track who is viewing the photos and, as such, your event statistics will be incomplete. You can make an event a “Sample Event” under the Edit Info & Settings section of your event’s home page.

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  • Q.What is a Pre-Registration Credit?
    A.

    A Pre-Registration Credit is a credit you give to all guests who have been added to the event’s guest list prior to the event being published. Pictage’s data shows that events with a pre-registration credit generate on average 30% more revenue.

    Learn More »

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  • Q.When can my client(s) access their event website?
    A.

    Your clients will have access to their event website as soon as you Publish it. Your event becomes ready for publishing once your images have been uploaded and processed. You’ll choose a cover image and make any necessary edits before hitting the Publish Event Website button. Please note that you can use your event settings to choose between publishing to clients only or to clients & guests.

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  • Q.My upload is complete, why are my images not available online?
    A.

    Once we receive your images, they go through the Pictage system for processing – color correction (if selected), auto-rotation, etc., before they are released to you.

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  • Q.How long will it take before my images are available online?
    A.

    An email was sent to you after your upload with the estimated posting date. You will receive another email once the event is ready for viewing (typically within 24 hours).

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  • Q.Where do I send my film/CDs?
    A.

    Before you can send any film/CDs to Pictage, you must click on the Upload Images to Event button and fill out the Mail-In form. Print out the order confirmation and send it along with your film/CDs to:

    Attn: Events
    Pictage Inc.
    1580 Francisco Street, Suite 101
    Torrance, CA 90501

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  • Q.How do I find my list of events?
    A.

    You can find your Event List on the Events tab dropdown. Make sure to use the Event Date and Filter By dropdown menus to help you find your desired event.

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  • Q.What is FREE online color correction?
    A.

    Our free online color correction is a process in which your images go through color and exposure adjustments based on tolerance levels that are carefully set by our Lab Operations Director. The free color correction is only applied to the “proxy” or online image. Direct Proof Prints, Proof Magazines, and Proof Books are printed directly from these images, and will thus benefit from the free color correction.

    Free online color correction must be selected when submitting an event, and cannot be added to images once an event is online.

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  • Q.How do I obtain my FTP username and/or password?
    A.

    Your FTP username and password were emailed to you in your Welcome email. Please note that this login information is different from what you use to login to Pictage. You can find your FTP username and reset your password by clicking on the Profile Settings link under the My Account tab.

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  • Q.How do I reset my FTP password?
    A.

    You can reset your FTP password by clicking on the Profile Settings link under the My Account tab.

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  • Q.How do I upload an event to Pictage?
    A.

    We recommend using the Pictage Upload Tool (PUT) when uploading your events. The PUT allows you to send your images to Pictage in the simplest and most efficient manner. Start using the PUT:

    Pictage Upload Tool

    You may also use one of the following application plug-ins to send us your images:

    Aperture Export Plug-in Lightroom Export Plug-in

    If you prefer to upload images using a 3rd party FTP software (e.g. Core, Fetch, etc.), please follow this link to learn how to prepare your files/folders for FTP.

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  • Q.Can I really use Lightroom to upload my images?
    A.

    Yes. We now have an Adobe Lightroom to Pictage Plug-In (for Mac & PC) that will allow you to easily export your images. Learn more »

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  • Q.Can I really use Aperture to upload my images?
    A.

    Yes. We now have an Aperture to Pictage Plug-In (for Mac only) that will allow you to easily export your images. Learn more »

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  • Q.How do I prepare my digital images for upload?
    A.

    In order to accept and post your event images properly, you must adhere to Pictage requirements and image naming conventions as described HERE.

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  • Q.Can I upload files from an external storage device when using the Pictage Upload Tool (PUT)?
    A.

    Yes. To select an external device/drive, at the Select Images to Upload page, click on Browse Images then under the Look In dropdown the storage device will be displayed. On a Mac, you will also need to navigate to the Volumes directory. The Volumes directory is located within root (‘/’).

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  • Q.How do I add images to an event?
    A.

    Using the Pictage Upload Tool (PUT) to add images is easy. Simply click on the Add to Existing Event button, select the event and follow the steps outlined within the PUT.

    If using a 3rd party FTP program, please follow these steps:

    1. Using the same Event ID number as your original submission, create a new folder named with that Event ID and place the images you wish to upload in the folder.
    2. Upload your images into the Incoming folder on ftp.pictage.com.
    3. Login to your Studio Home page and click on the Upload Images to Event button.
    4. Under 3rd Party FTP Software, click on Process My Upload.
    5. Select the proper Event Title and hit Continue.
    6. Complete the form.

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  • Q.How do I add replacement images to an event using the Pictage Upload Tool (PUT)?
    A.

    Replacing images with the Pictage Upload Tool (PUT) is easy. Please note that the PUT should only be used to replace a small number of previously uploaded images. If your goal is to replace ALL images in an event, please contact our Customer Care team at 877-PICTAGE.

    Follow these steps to replace your images:

    1. Login to the PUT and click on the Replace Images(s) button.
    2. Organize your replacement files. Use four digits to name the replacement file(s) according to the Pictage image number assigned online (e.g. image 1 online should be named 0001.jpg, image 101 should be named 0101.jpg).
    3. Click on Browse Images and select your replacement files.
    4. Click on Upload Now.

    NOTE: Once the upload completes, an email with your case number will be emailed to you. You will receive an additional email from our Customer Care team once the replacement process is complete. This is a manual process, so please allow up to 1 business day for completion.

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  • Q.How do I add replacement images to an event using a 3rd Party FTP program?
    A.

    Please follow these steps when replacing images with a 3rd Party FTP program.

    1. To insure that the correct image(s) is replaced, name the replacement file(s) according to the Pictage image number assigned online using four digits. For example, image 1 online needs to be named 0001.jpg, image 101 would need to be named 0101.jpg. No other naming structure can be used for replacement images.
    2. Place all replacement images in a folder titled: eventID_replace (Ex: 123456_replace) and upload the folder via FTP to Pictage; place the replacement folder into the Incoming folder. Do not submit a Process My Upload form on Pictage.com. Simply upload the eventID_replace folder.
    3. After the folder is uploaded, please complete the Photographer Support Form with your request for image replacement.

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  • Q.What is the Guest List Marketing tool?
    A.

    The Guest List Marketing tool allows you to manage all your guest lists in one place. Use this tool to easily identify and target clients or specific guests studio campaigns or promotional offers.

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  • Q.What does it mean when I Delete Selected from the Guest List Marketing tool?
    A.

    When you hit Delete Selected, the selected user will:

    • be removed from the given event guest list
    • no longer receive marketing emails from this particular event
    • no longer have this event listed as one of their Viewed Events

    When you hit Delete Selected, the selected user will NOT:

    • be purged from the Pictage Database
    • be blocked from visiting the event*

    * Note: Please contact our Customer Care team at 877-742-8243 if you need to block a user from any of your events. Requiring an Event Key is a great way to have added security on your events.

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  • Q.I’m using the Guest List Marketing tool and hit the Export Data button. What is a CSV file?
    A.

    Comma-seperated values (CSV) files are commonly used to move data between two different computer programs. In this case, you’ll save the data from our database and later open it using a spreadsheet program on your personal computer.

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  • Q.What is the Album Designer?
    A.

    The Album Designer is an easy drag-and-drop web based software that Pictage makes available to our photographers to design, edit, and purchase albums. Learn more »

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  • Q.How do I download the Album Designer software?
    A.

    The Album Designer software is web based, so there is no need to download and install it on your computer. As a result, you can use the Album Designer anywhere you have an internet connection.

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  • Q.What is the Free Album Design Service (ADS) and how does it work?
    A.

    The ADS is a FREE service currently offered to all members. Our Design Team will take the images you select and create a custom album design for you within 2-4 business days. You can then use our versatile Album Designer to make unlimited edits and/or changes on your own. Learn more »

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  • Q.Who is the Free Album Design Service (ADS) available to?
    A.

    The Free ADS is currently available to all members.

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  • Q.When I go to edit my album, I am only able to view it; why?
    A.

    • Only one instance of the album is allowed to be open in the Edit view at any given time. If you do not have the option to click on Edit, then it is likely that the album is open somewhere else or it was recently closed. Recently closed albums are temporarily locked; it will take up to 5 minutes for the Edit link to become available again.
    • If the album is closed on all of your computers and you still don’t have the option to click on Edit, then you will need to clear your web browser’s Cache/History/Cookies. You may also need to temporarily disable your computer’s antivirus/firewall programs.
    • Please contact our Customer Care team (877-742-8243) if you have closed the album on all computers and are still unable to see the “Edit” link

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  • Q.What album binding options are available through Pictage?
    A.

    Starter Plan members can order Aspen Albums, Sequoia Albums and Modern Books.

    Premium and Pro members can order Aspen Albums, Sequoia Albums, Modern Books, Leather Craftsmen and Zookbinders.

    View all album offerings »

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  • Q.How do I purchase the album prints I’ve created in Album Designer if I use a preferred binder?
    A.

    You can purchase the album prints through the Album Designer interface:

    1. Navigate to your album design and open it for editing.
    2. From the Album Designer interface, click on the Purchase button.
    3. Select the Print Size desired and then choose Prints Only for the Binding Option
    4. Select your paper finish and click on the Submit Order button at the bottom of the page.
    5. This completes your print order. We will simply print your collage prints and send them directly to you.

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  • Q.I think I placed two album print orders by accident, how do I check?
    A.

    Click on the View Studio Orders link from your left navigation menu. Use the filters to select the event in question, and verify whether two orders were placed or not. If two orders were placed, please use the Photographer Support Form immediately to cancel the duplicate order.

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  • Q.Why are there two order numbers associated with my album order?
    A.

    One order number is associated with the album prints and the other order number is for the binding.

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  • Q.Is it possible to purchase just the digital copy of my design?
    A.

    Yes. You can purchase the Digital Design through the Album Designer interface:

    1. Navigate to your album design and open it for editing.
    2. From the Album Designer interface, click on the Purchase button.
    3. Select Digital Design under 1st Copy and click on the Submit Order button at the bottom of the page.
    4. This completes your Digital Design order. Your color corrected flattened JPEG files will be ready for you to download via FTP within 4-5 business days. Learn more »

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  • Q.How do I register for the Pictage Forums?
    A.

    • In order to participate on the forums, you need to first register HERE. When you register, you must the use the same email address that you used to create your studio account, so that we can verify that you are a Pictage member.
    • During registration, you will pick your own username and password. You will receive a confirmation email once your registration is confirmed by our Forums Admin; usually within a business day.
    • Please keep in mind that the password is case-sensitive; i.e. Test, test, TeST and TEST are all different passwords.

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  • Q.What is my Forums username and password?
    A.

    You can create your own username and password when you register for the Pictage Forums. Please contact our Forums Admin if you have already registered and forgot your login information.

    Contact Forums Admin »

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  • Q.Who monitors the Pictage Forums?
    A.

    The Customer Care team is online Monday through Friday, from 6

    am to 5pm (PST), ready to answer all of your questions specific to the Pictage Customer Care threads.

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  • Q.Who can read my comments on the Pictage Forums?
    A.

    Only current Pictage and ShootQ members, as well as Pictage employees have access to our Forums.

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  • Q.What are Pictage User Groups (PUGS)?
    A.

    The PUGs mission is to facilitate communication and education among professional photographers at a regional level around the nation in order to allow photographers to learn from each other and share experiences.

    PUGs are a way for you to:

    • Network and build valuable relationships with other photographers in your local community
    • Share expertise with your peers
    • Enhance your photography skills and marketing strategies in a learning environment
    • Have fun!

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  • Q.How can I find a PUG near me?
    A.

    You can go HERE to find a PUG near you.

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  • Q.What can I find on The Photo Life?
    A.

    The Photo Life is a great educational resource. You’ll find articles, videos, and podcasts on everything from tips for beginners, ideas for expanding your business, ways to improve your workflow, and a whole lot more.

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  • Q.How do I get to the The Photo Life?
    A.

    You can click on the Read the Blog button on your Studio Home page or simply go to http://www.pictage.com/thephotolife.

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  • Q.How Does the 2-for-1 work?
    A.

    2-for-1 Prints are offered twice during an event lifecycle. The first promotion period begins immediately after you publish the event. The second promotion period begins 7 days prior to event expiration and ends when the event expires.

    • You and your clients receive a free 2nd set of prints on every Perfect Print and Custom Print order (excludes 8×10 Promotional Collages Pages and Album Collages Pages).
    • Clients and Guests will be notified of the 2-for-1 promotion via email on the event website.
    • Pictage pays the entire cost of the promotion, including the free duplicate prints.
    2-for-1 at Event Website Live 2-for-1 at Event Expiration
    Launch Timing When event website goes live 7 days prior to event expiration
    Initial Duration 29 days 7 days
    Extension 4 days No extension

    Remember, during the 2-for-1 prints promotion, both you and your customers get a free second set of prints. Learn more »

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  • Q.Does 2-for-1 mean I get a copy of the same image, or do I pay for one image and get a second different image for free?
    A.

    The 2-for-1 promotion will give you a free duplicate of the same image you purchased; a free second set.

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  • Q.Do I get charged for the 2nd duplicate print?
    A.

    No. Pictage pays for the second print – this promotion doesn’t cost you a thing.

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  • Q.Does the 2-for-1 promotion apply to my studio print orders?
    A.

    Yes. You will also receive a second set of prints with every Perfect Print and Custom Print order you place while the 2-for-1 promotion is running for a given event.

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  • Q.Can I opt out of the 2-for-1?
    A.

    Yes. You can opt out at the global level by event type (go to Campaign Settings under the Events tab) or you can opt out at the event level prior to publishing the event (go to Edit Info & Settings and update the 2-for-1 setting).

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  • Q.Why should I participate in the 2-for-1 promotion?
    A.

    Our data shows that events included in the 2-for-1 prints promotion have significantly higher revenue than those events which do not have the promotion. Since the 2nd free print is paid for by Pictage, you have nothing to lose but more sales!

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  • Q.How can I check order status?
    A.

    Use the Order History links located in your left navigation menu to check statuses or track all consumer and studio orders. The filters on the View Orders page will allow you to narrow your search results and the options dropdown menu gives you all available actions for that particular order. You can also contact our Customer Care team with any further questions on the Photographer Support Form, Monday through Friday, from 6am to 5pm (PST).

    View All Orders »

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  • Q.How do I cancel my order?
    A.

    • Photographers may request the cancellation of an order on-line within two hours* of order placement. Photographer cancellation requests that come in after the cut-off will be produced, shipped and charged to the photographer at regular wholesale prices.
    • To cancel an order, go to the Photographer Support Form and select Order Cancellation Request in the Reason Type field.

    * This policy has been implemented to provide photographers the fastest possible product turn around times.

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  • Q.There was a problem with my order; what do I do?
    A.

    Pictage is committed to your satisfaction. If any Product that you purchase is defective and you return that Product to us within thirty (30) days following our initial shipment of that Product, 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 or calling us at (877)742-8243.

    *Note: orders for Digital Downloads are not eligible for return. Pro Prints cannot be returned unless the print is damaged prior to you receiving your order. Please ensure your monitor is calibrated to Pictage specifications prior to upload. Prints cannot be returned for issues related to poor image quality (i.e. focus, lighting, exposure, etc.)

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  • Q.Do you offer studio samples?
    A.

    Studio samples are available to Professional Photographers only, for a variety of Pictage products including Press Printed Books, Sequoia Album Lines, and Gallery Series Prints.

    • Products are marked with a “Studio Sample” imprint
    • “Studio Sample” must be indicated at time of order placement or order is ineligible for studio sample discount.
    • Annual sample limits apply per studio. Any studio sample orders placed beyond set limits will be invoiced at regular wholesale pricing.

    For sample discount details, ordering information and FAQs, please click here.

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  • Q.How many studio samples can I get?
    A.

    Our Gallery Series Prints have a limit of 1 sample per print type (1 Acrylic Print, 1 Acrylic Block, 1 Bamboo, 1 Canvas, 1 Fine Art, 1 Metal Print) per calendar year.

    All other eligible products have a limit of 2 samples per product per calendar year. Eligible products include Proof Books, Aspen Binding, Sequoia 2 Binding, Modern Books Binding, Leather Craftsmen Binding, Zookbook Binding, Photobook, and Press Printed Books Binding.

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  • Q.What products offer a Studio Sample discount and what are those discounts?
    A.

    If the product you are looking for is not listed below, a studio sample discount is not available.

    Gallery Series (1 per product per calendar year)

    Proof Products (2 per product per calendar year)

    Albums (2 per product per calendar year)

    Note: Collage Album Prints also receive a 50% sample rate, but only when purchased as Perfect Prints and bound by one of our binding options. Collage Album Prints ordered as Pro Prints will not receive a sample discount.

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  • Q.Can I order Perfect or Pro Prints as a Studio Sample?
    A.

    No. Unfortunately these products are ineligible for a Studio Sample discount.

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  • Q.What is the Studio Sample discount applied to?
    A.

    The Studio Sample discount will be automatically applied to your order subtotal for all eligible products, except for Proof Books. Proof Books only receive the Studio Sample discount off the base price.

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  • Q.What if I forgot to order my album as a Studio Sample?
    A.

    Your order must indicate ʻsampleʼ at time of order placement, as we are unable to implement sample stamping after the order has been received. All orders placed without this requirement and any orders placed beyond the allocated annual sample limits will be charged at regular wholesale price.

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  • Q.Is the turn-around-time longer if I order a Studio Sample?
    A.

    No—the turn-around-time for sample orders is the same as standard orders.

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  • Q.Is there a way for me to order a sample of a consumer only product?
    A.

    Not at this time. There is currently no way to place a photographer order of any consumer only product.

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  • Q.My Client does not know their password and can’t login to their event; how can I help?
    A.

    If your client doesn’t know or forgot their password, click HERE to enter their email address and have us send your client their password immediately. Please note that your clients can also request their password from us by clicking on the Forgot Your Password link located on the Pictage home page, or they can call us at 877-PICTAGE for assistance.

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  • Q.How can my clients pay for their online purchases?
    A.

    Clients can pay for online purchases using a credit card the minute their images are available online. We handle all online purchases as part of your membership.

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  • Q.Who can my clients call if they need support?
    A.

    Your clients can reach our Customer Care team with any questions by dialing (877) 277-5224, Monday through Friday from 6am to 5pm (PST).

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  • Q.Can my client place a phone order?
    A.

    Yes. If your clients have any questions about a product or print, or are simply more comfortable placing an order over the phone, they are welcome to call (877) 277-5224 and one of our Customer Care representatives will be happy to take their order over the phone. This support line is available Monday through Friday, from 6am to 5pm (PST).

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  • Q.My client placed an order and would like to modify it. Can that be done?
    A.

    Unfortunately, orders cannot be modified once placed.

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  • Q.How does my client cancel their order?
    A.

    • Clients may request the cancellation of an order before midnight (PST), on the same day their order was placed.
    • To cancel their order, a consumer must go to the Consumer Support Form and select Order Cancellation Request in the Reason Type field.

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  • Q.There was a problem with my client’s order; what should they do?
    A.

    Pictage is committed to your client’s satisfaction. If any Product that they purchase is defective and they return that Product to us within thirty (30) days following our initial shipment of that Product, we will repair or replace that Product at our expense. Before returning any Product to us, your client must notify us of the problem by filling out our contact form or calling us at (877)742-8243. Digital Download sales are final.

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  • Q.What are Pictage’s business hours?
    A.

    Our Customer Care team is here Monday through Friday, from 6am to 5pm (PST).

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  • Q.Do you have phone support on the weekends?
    A.

    No, only during our normal business hours; Monday through Friday, from 6am to 5pm (PST). We do however have an email staff available 7 days a week. Please use the Photographer Support Form to submit your question(s).

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  • Q.What is your turn around time on email support questions?
    A.

    We will answer all support requests within 24 hours of receiving them.

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  • Q.What is Pictage’s address?
    A.

    Pictage Inc.
    1580 Francisco Street, Suite 101
    Torrance, CA 90501

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  • Q.Why am I being charged sales tax?
    A.

    Retailers, including those companies that sell over the Internet, are generally required to collect sales tax. The amount of tax charged depends on the type of item(s) involved in the transaction and the shipping destination, as well as a number of other factors.

    Sales Tax Policy »

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  • Q.Is there anything I need to do regarding the sales tax?
    A.

    Pictage, as the merchant, is required to calculate, collect, remit, and report sales tax on orders shipped to you and your customers (consumer orders).

    You may be exempt from sales tax on your wholesale orders (orders placed by you) if you qualify for an exemption in the shipping destination’s state. To take advantage of the tax exemption, you must provide us with the appropriate documents before placing your orders.

    Send us your Reseller’s License »

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  • Q.Which products and services are subject to sales tax?
    A.

    Each state has their own specific rules for what items are subject to sales tax collection. We utilize a third-party service to determine the amount of sales tax to apply to each item in your order. The sales tax is based on the state in which the order is shipped.

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  • Q.How is sales tax computed?
    A.

    When products or services 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, less any applicable discounts (including photographer gift credits). 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.

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  • Q.How do I know that Pictage is collecting and properly remitting sales tax to the state?
    A.

    Pictage, like all other “brick-and-mortar” and Internet-based retailers, are required by each state to collect and remit sales tax based on the specific collection requirements of each state. Pictage is generally required to file a sales tax return monthly, with a full accounting of orders shipped to a particular state, the amount of sales tax collected, and the amount of sales tax being remitted. These states regularly monitor retailers through routine audits to ensure that the sales tax is being properly calculated, collected, and remitted.

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  • Q.How do I know if I am exempt from sales tax withholding?
    A.

    Each state has different rules governing who is and is not subject to sales tax. In general, the merchant (seller) is responsible for collecting and remitting sales tax on sales to consumers.

    Resellers are generally exempt from sales tax as long as they do not use the products purchased, but rather resell them to their consumers as a merchant. If you believe you qualify to be exempt from sales tax, please visit your state’s website and complete their application for tax-exempt status. In order for Pictage to forego charging you sales tax on your wholesale orders, you must provide Pictage with a copy of your 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, 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.

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  • Q.I am exempt from sales tax withholding, but you charged me. How do I get a refund?
    A.

    Each state has different rules governing who is and is not subject to sales tax. In general, the merchant (seller) is responsible for collecting and remitting sales tax on sales to consumers.

    If you believe that you were incorrectly charged sales tax, please first confirm that you submitted the proper documentation (an active resell or exemption certificate) to Pictage before placing these orders. If you did, we can simply verify the active certificate, your Studio ID, and order number before issuing you a refund. If you have not, please send Pictage your active exemption documents along with your Studio ID and order number. You can email your refund request to salestax@pictage.com or you may contact our Finance Team at (310) 525-1600 Ext. 767.

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