FAQ:

FINDING MY PHOTOS

What is an access code?

An access code acts as the password to your photo gallery. It is set by the photographer and given out exclusively to the organization and parents of the subjects of the photos. There are two ways to access your gallery:

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1. Visit my.photoday.com on your mobile or desktop web browser and enter your access code(s).
2. Text your access code(s) to 90738

How do I find my access code?

On or prior to picture day, you should have received an email from your photographer with a direct link to your private gallery with your access code so you can view and buy your photos. You can click on the link provided in your email, text your code to 90738 and stay up to date with picture day communication and specials, or enter it at my.photoday.com.

If you’re unsure of your access code, try searching your emails for a message from gallery@photoday.io and/or contacting your organization.

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TEXT COMMUNICATIONS

When I text the Access Code to 90738, I get a message "There doesn't seem to be a gallery with that access code. Please contact the organization or your photographer."

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First, make sure you're texting the correct access code to 90738—double check your spelling and make sure there are no unnecessary spaces. The access code must be made active by your photographer for this to work properly. It is important to note the access code is not the same as the verification code. Verification codes are 6 digit numerical codes that are sent when you create a new PhotoDay account.

I receive a "service unavailable" or "service access denied" message when sending a text to 90738.

Contact your mobile carrier and make sure you have a shortcode service enabled with your plan.

Make sure you have a cell signal.

Double-check that you are texting the correct shortcode: 90738

You can always access your gallery by going to my.photoday.com on any computer or mobile web browser.

What is a verification code?

Verification codes are 6 digit numerical codes that are sent to your mobile phone when you create a new PhotoDay account and/or purchase an AdvancePay credit. They are used to confirm that it’s really you logging into your PhotoDay account. It’s an extra security measure just to make sure you and your financial information are protected. PhotoDay associates your account with your phone number, so when you attempt to view your shopping cart while being logged out, we might prompt you to enter a verification code to help identify you.

GALLERY ACCESS

When I visit my gallery, I see "This gallery isn’t quite ready yet." Where are my photos?

This message occurs when your photographer has not yet published the photos for you to view and purchase. You can text the access code to 90738, and PhotoDay will send you a text message when the photos are published.

CHECKING OUT

The offer code is not working.

An error message you receive when attaching an offer code will explain why it is not working.

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Offer code is expired - The expiration date has passed and this offer is no longer valid.

Order does not meet order minimum - Contact your photographer.

Offer code does not exist - Check the spelling of the offer you are trying to use. Make sure this is a valid offer. If you receive this error, there is no such offer code available. 

My transaction won't process.

If you receive an error when processing payment:

Try using another card or payment method to complete your transaction.

Check the strength of your cell signal or wifi connection.

Switch your web browser as sometimes extensions or plug-ins can interfere. For example: if you’re using Chrome, try using Safari. Or if you’re using a mobile phone, try using a computer.

ORDER QUESTIONS

I am missing part of my order.

Please reach out to the PhotoDay Customer Success Team by opening the orange bubble in the bottom right corner of your screen. Have your order number ready and the mobile phone number used to place the order. We will be happy to remake and reship any missing items.

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My order arrived damaged.

Please reach out to the PhotoDay Customer Success Team by opening the orange bubble in the bottom right corner of your screen. Have your order number ready and the mobile phone number used to place the order. We will be happy to remake and reship any damaged items.

I ordered digital downloads, but how do I retrieve them?

The link(s) to receive digital downloads are located on your emailed order receipt. Sometimes this message gets filtered into your spam folder. Be sure to check there prior to contacting support. You can also retrieve your downloads by signing into PhotoDay at my.photoday.com and going to Menu > Orders. If you did not receive a receipt or the links, please reach out to the PhotoDay Customer Success Team by opening the orange bubble in the bottom right corner of your screen. Have your order number ready and the mobile phone number used to place the order. We will be happy to resend it to your current email address.

I ordered a high-resolution download, but the printing service I am trying to use is telling me it is not large enough.

PhotoDay compresses downloads to help save storage space on devices. The image that is downloaded is the same resolution your photographer previously uploaded to PhotoDay for sale. Some web-to-print retailers will not recognize this compression. You can re-open the file on a desktop and re-save it to bypass the compression or contact your photographer to retrieve another file.