Your gallery access method and download arrangements are stated in your delivery terms, so start with the message we sent you. If you cannot open it, message us with your event name, date and the name on the booking. We confirm you are the authorised person before we resend or change access.
What should I check first?
Start with the delivery message from us. It holds the access method for your gallery, and your delivery terms say how the download works. Many access problems come from an old link, a different browser or a weak connection.
Try these steps in order:
- Open the link from the original message, not from a forwarded copy.
- Try another browser, or switch between mobile data and Wi-Fi.
- Check that your device has enough free storage for the files.
- Download in smaller groups if a single large download keeps failing.
If the files still will not open, see our guide on photo files that will not open or downloads that fail.
What if I have lost the access details?
Message us with your event name, date and the name on the booking. We confirm that you are the person named on the booking, or someone that person has authorised, before we resend or change access.
This step protects the people in the photos. Private events often include children and guests who did not choose to be shared. Our guide on private gallery access and onward sharing explains why access is kept to the right people.
Please do not send passwords or payment details in your message. We will not need them to help with the gallery.
What should I tell you when I ask for help?
The more specific you are, the faster we can solve it. Tell us:
- the event name and date
- the name on the booking
- what you did and what you saw on screen, or a screenshot
- the device and browser you used
What if photos or moments seem to be missing?
First compare the delivery with your written quotation, which lists what was agreed. Then tell us which moments you expected. Our guide on an agreed moment that seems missing from the gallery lists what to check before you write to us.
Keep your own copy
Once your photos arrive, download a full copy and store it in two places. The photo archive planner helps you choose where to keep them, and the photo delivery acceptance checklist helps you check the delivery.
For the full journey from selection to delivery, see our editing and delivery process. If your booking has another problem, existing booking support is the right page.
Checklist
- Find the delivery message we sent and open the link from it.
- Try another browser or switch between mobile data and Wi-Fi.
- Make sure your phone has enough free storage for the download.
- Note any message or error you see on screen.
- Have your event name, date and booking name ready.
- Download a full copy and store it in two places.
Common questions
Why do you ask who I am before resending a link?
Event photos often show guests, children and private settings. We resend access only to the person named on the booking or someone that person has authorised. This protects the people in the photos. It may take one extra message, but it keeps your gallery private.
Can I pass the gallery link to family and guests?
That depends on what you agreed with us and on the privacy choices of the people pictured. Check your delivery terms first, and read our guide on private gallery access and onward sharing. If you are unsure, ask us before sharing widely.
What if some files are missing from the download?
Tell us which files or moments seem to be missing, with the event date. We check the delivery against what your quotation agreed. Our guide on missing moments explains what to compare first.
How long will my gallery stay available?
Gallery access and archive arrangements are stated in your delivery terms. Download a full copy soon after delivery and keep it in two places. Ask us how long we keep the archive if the terms are not clear to you.
Get help with my gallery
If you cannot open or download your photos, send us your event name, date and what you see on screen, and we will help you get access.
What happens next: You send your event details on WhatsApp. Our team reads the brief, asks what is missing, then confirms in writing whether the date, venue and coverage can be booked, with a quotation. Opening WhatsApp does not send anything, and a message is not a booking until both sides confirm.
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