HELP: Frequently Asked Questions

Where can I find the codes I need to place a Post-Picture Day order?

You can find the information in the middle of your preview sheet. The information needed for reorder will be the Passcode, Record #, and Security Code.


Where can I find the codes I need to place a Pre-Picture Day order?

In the top-center of your order form, under your event name will be the Event ID number that you will need to place your order.

What does the message "You have exceeded the number of times allowed to register
for the website" mean?

We are extremely conscious of security on The login process was designed to ensure that only authorized individuals have access to images. The claiming process is authenticated based on information provided on the package insert sheet. If information is entered incorrectly, or if someone else in your family has already registered, the message described above would be displayed. If you feel that you’ve reached this message in error, please contact customer service at 800-244-4373.

What if I have multiple children who attend the same event?

Before the event is photographed, you will need to order and pay for each subject's package in separate transactions. After completing the first order, click the “Start Another Order Button” on the last page, or simple return to the homepage to start a new order for the additional event participants. After proofs sheets have been received, multiple subjects can be claimed to a single registered user account. To claim additional subjects to your account, add each additional Passcode, Record # and Security Key in the “Add Another Sitting” box. Click the Submit button and the next subject will appear in your account. This action can be repeated as many times as necessary.

What if I don't have the needed information to claim my image?

Security is very important to us. We only allow authorized users to access subject information. If you have misplaced your package insert, contact customer service at 800-244-4373.

I received my Lifetouch Special Events order and the contents are damaged.

With Lifetouch your satisfaction is guaranteed. If you order was received damaged please contact customer service at 800-244-4373.

Picture Day Frequently Asked Questions

What is Retouching?

You don’t want a temporary blemish permanently displayed on your portrait. This service will soften harsh blemishes before printing. The result is a portrait far superior and much more satisfying to students and parents. Please note that retouching may not be available for all events.

When will photography take place?

A notice is sent home with each event participant prior to the event, indicating the day of photography. If you lose your flyer, a replacement can be picked up in the school office.

What if I don't like my pictures?

With Lifetouch, your satisfaction is guaranteed. If you are not pleased with your finished pictures you may return them for a full refund within 30 days of when you received your package. If you have questions or concerns please call customer service at 800-244-4373.

What is Copyright Release? Can I copy my pictures?

Lifetouch Inc. is the owner of the copyright of the portrait. This is the policy mandated by the federal copyright laws. The copyright to an image can be transferred only through written permission from Lifetouch Inc. An understanding between Lifetouch Inc., the school or organization and publishers of yearbooks and other school or organization related uses allow such reproductions.

If you do not want your subject's portrait reproduced in any school or organization publications please contact your school or organization administration.

If you wish to purchase additional portraits click here. Your package information sheet is required.

What if my package is incorrect?

Click here to submit your correction.

You will need the code from your preview sheet to submit your question.

What if I would like to order more pictures?

Click here to order more portraits.

Your package information sheet is required.

We ordered multiple packages - can they be delivered separately?

We understand that some families would like to order multiple packages for parents and relatives. With Lifetouch, each package can be delivered in a separate package envelope with a customized insert indicating who the package is for. Please notify your photographer at the event and (s)he will make sure that your package is sent to the proper location.

Still have a question?

Click here to submit your question.

You will need the code from your preview sheet to submit your question.

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