GuideFindYourPictures
Help a guest find their images
Start with the most specific identifier the guest has, confirm the correct event and visit date, and broaden the search only when necessary.
In this article
Collect the minimum useful details
- Venue or program name
- Visit or session date and approximate time
- Order, claim, session, or gallery identifier when available
- The email address or mobile number the guest actually used
- A non-sensitive description that helps distinguish the session
Search from specific to broad
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Open the correct location or program before searching.
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Use the order, claim, session, or gallery identifier first when the guest has one.
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If that does not match, narrow by visit date and then use the guest contact information permitted by your account and privacy policy.
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Compare the event, time, and session details before opening or changing a record.
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Ask the guest to confirm enough information to establish that the session is theirs before sending a link or changing contact details.
If the images still do not appear
- Confirm the capture workflow completed and the uploader did not leave files waiting or failed.
- Check that the search is in the correct location, event, and date range.
- Look for a mistyped email address or mobile number without exposing another guest’s information.
- Record the session identifier, upload time, application version, and exact result before contacting support.
Protect guest privacy
Never send gallery access based only on a photo description. Verify the guest and the session using your approved process, and include only the minimum necessary information in a support request.