Can’t find your photo(s) online or have a question?
Take a look at the help and advice topics below which will enable you to find your photos.
Help & Advice
How to download your images
You may find that your images are saving with poor quality or with the ‘Preview Image Only’ text written across it. In this case, you may not be downloading the images correctly. Ensure you are not right-clicking and pressing ‘save’ (on a desktop) and you are not holding down on the image and pressing ‘save’ (on a mobile). Make sure you are clicking the download button, indicated by an arrow in a white square.
Check the characters are correct
Check your receipt carefully as some characters may look similar especially in poor lighting conditions. O (Letter O) is often mistaken for a 0 (Number zero). To make things easier our sales receipts will show the letter O without a line through it and the number 0 with a line through it. Other letters or numbers like 8 and B, 5 and S may also be mistaken in poor lighting.
Type the characters exactly how you see them including any dashes “–” in the code. Our download codes do NOT include any spaces and only include the following characters “ABCDEFGHIJKLMNOPQRSTUVWXYZ-0123456789”
In a very few cases a “¥” character might be present in your photo code. If this is the case then replace this with a “0” (Zero) and your code should work fine. e.g. MTA01-A6YSK-¥8TL8 would become MTA01-A6YSK-08TL8
Enter the correct code
Missing one or more characters is another way to ensure your photos aren’t found. Your photo code is between 10 and 17 characters.
Code not working?
If you are trying to enter a code which is only 4 or 5 characters long then you are entering the Photo Capture code and not a Photo Download code. The photo capture receipt is usually given to you when you have your photo taken and only serves to aid the staff in finding your photos at the sales desk. It isn’t possible to download your photos using this code. This code is redundant once you leave the attraction and this receipt is usually retained by the staff.
Can’t find your downloaded photos?
If you cannot find your images once you’ve downloaded them, you should check your ‘Downloads’ folder or your ‘Recently Added’ folder on your device. If you still cannot find them, try downloading your images again and watch where the images save to. This isn’t something we can help with as it will be an issue related to your device.
Can’t see all your photos?
Only the photos you have purchased will be available for download. If you have purchased a digital package which contains all photos then this will be shown on your receipt. If you believe there is a technical issue, please let us know as soon as possible before your 30 days expires. It is also important to note that only the highest photo package entitles you to all of your digital images. If this was not purchased, you will not be entitled to all of your images. Details of each photo package are outlined on the displayed price lists at the point of purchase.
How long has it been since your visit?
Usually the digital copies of any photos you have purchased are available almost instantly (usually within five minutes) however sometimes due to circumstances outside of our control it might take longer. Allow 24hrs after you purchased your photos for them to become available for download. If your visit was over 30 days ago, it will not be possible to recover your images.
Has it been longer than 30 days?
If you purchased your photos more than thirty days ago then they may have been deleted. Due to UK data protection legislation, we are legally required to delete images after thirty days. This is an automated process that is calculated on calendar days, not working days, and cannot be paused or extended.
Didn’t purchase on the day?
Unfortunately, photo packages can only be purchased on the day of visit or as part of your booking. Image Insight do not directly handle payments; therefore, we won’t be able to assist with these requests.
Can I have the original, unedited photos?
We’re unable to provide the original, unedited images, as these are not included in our packages. However, all guests have the opportunity to preview their images before deciding which package to purchase.
I was expecting my photos to be sent via email.
At the time of your purchase, you would have been given a receipt with a QR code and a download code. Use this to download your images. Photo packages are not delivered via email.
Lost your receipt?
Your photo receipt is your unique code that is know only to you. Without this receipt it is not possible for you to access your photos.
Contact us for Support
If your query still isn’t answered then you can contact us using our special support web form and we will do our best to help. Photo support enquiries cannot be dealt with over the phone; therefore, we kindly ask you to use our email support form.