snaplogoFREQUENTLY ASKED QUESTIONS

FAQ

Q. While redeeming my digital photo(s) on the website, I encountered an error
A. Please contact our team via email at support@snaphappysystems.com

Q. What should I provide when reporting an issue?
A. Please provide the transaction ID and PIN from your digicopy receipt

Q. I have redeemed my photo(s) however there are some missing
A. Please check your email as some email providers group emails into conversations

Q. I redeemed my photo(s) more than 10 minutes ago, and they have not arrived yet
A. Wait for 30 minutes; if it does not arrive please email our support team

Q. I have emailed support but have not received a response as yet
A. We aim to respond to all queries within 24 hours

Q. What should I do if I do not receive a response within 48 hours?
A. Please check that your inbox is not full, and that it is not in your spam folder

Q. What should I do if I do not receive a response?
A. Your email provider does not accept emails from us in which case please email us with a different email address. Known providers that block - sympatico.ca

Q. My email inbox only accepts email when an opt-in link is clicked
A. We cannot facilitate opt-in as photos are sent out automatically

Q. How long do I have to retrieve my photo(s) after purchase?
A. You have 90 days to redeem your digital photographs

Q. Where can I find the photo ID?
A. The photo ID is located on the front of the print, at the bottom (hidden by the cardboard sleeve). To retrieve, please remove the photo from the sleeve

Q. What should I provide if I have lost my receipt?
A. Please send us the photo ID from the physical print as above

Q. I have received the wrong photograph(s), what should I do?
A. We aim to respond to all queries within 24 hours

Q. I have emailed support but have not received a response as yet
A. Please contact our support team and provide us with the photo ID

Q. Can I order extra photos where I already have the print?
A. Yes, please email our support team for details

Q. Can I order extra digital photos where I did not purchase a print?
A. Unfortunately no, digital prints are not sold separately

Q. Can I order extra photos (print and digital copy)?
A. Yes, please email our support team for details