Q: Why does it say “Event Not Found” when I enter my online code to view my photos?
A: That is because 1. the photos are still being published online (5-10 business days); 2. you did not pay your sitting fee; 3. the gallery has expired. Further information found on FAQ page.

Q: I lost my password-how can I view my photos online?
A: You’ll receive your online access code with your printed proofs, which are usually mailed within 1-3 weeks after your photo session. You’ll also get an email with your gallery link once your photos are published online.

Q: How can I look up my child’s online code?
A: Each student receives an online code at the time of their photo session. Proofs are also emailed and mailed - see below***

🔹 Before contacting us: Please wait to receive the proofs in the mail or emails that get sent out periodically with gallery links.
🔹 Please reach out to your school’s yearbook advisor first to see if they can provide your child’s online code.

For security reasons, online codes can only be sent to email addresses already on file.
If your email was provided at check-in, you’ll be able to retrieve the code; otherwise, your child will need to request it directly and can then share it with you.

💡 Underclass portrait codes are distributed by your school’s parent coordinator.
If you have not received your code, please contact your parent coordinator at your school for assistance.

Q: How do I prepare for my Senior Portraits?
A: Senior portraits include both formal attire and cap & gown options.
We provide all attire and props for your portraits - including classic drapes, suits & ties, and caps & gowns.

To make changing easier, please wear a tank top or tube top under your clothing.
Shoulders are exposed in the classic drape style, but it can be adjusted for full coverage if you prefer.
Your hands may appear in certain poses, so keep nails clean and hands moisturized!

💡 Underclass portraits are more casual - typically your regular school attire. For senior sessions, additional time and posing options are provided.

Q: How do I make my yearbook selection?
A:

1. Log in to view your photos.

2. Click “Choose Yearbook Photo” above your portraits.

3. Select your pose and click “Confirm” at the bottom of the page.

4. If you’re unsure your pose was saved, simply log out and log back in to confirm.

⚠️ Note: We cannot see hearted or favorited images.
If you don’t select a yearbook portrait by the deadline or don’t meet the requirements, one will be chosen for you. Late submissions will not be accepted.

Additional Yearbook Selection Policy:

• The pose you select online will be used for the yearbook.

• If you had retakes, your retake selection will automatically replace your original one.

• If you did not make a selection, we will choose one from your retake gallery.

• If you want to use your original gallery instead of retakes, only make your selection from that first gallery.

• If you made selections in both galleries but prefer the first one, you must email us to confirm which image to use.

Q: Can I retake my portraits?
A: Yes! Retake portraits can be scheduled up until the yearbook deadline. After that date, additional fees may apply to include retakes in the yearbook.

Use your school code to schedule your portrait session on our scheduling site.
Contact us through our Contact Form if you have questions about retake dates or studio appointments.

Q: How can I place an order?
A: Orders can be placed:

• Online using your student’s online code, or

• By mail using the order form included with your proofs.

Q: When will I receive my photos?
A:

• Peak season (Sept–Feb): 4–12 weeks (average 6 weeks)

• Off-season (Mar–July): within 10 weeks

• Digital Downloads: emailed within 1 hour of placing your online order

Q: My order hasn’t arrived after 10 weeks-what should I do?
A:

• Check with family or neighbors to see if they received it.

• Contact your local post office, as they may be holding the package.
  If your order was returned to us, we’ll contact you to arrange redelivery or pickup.

⚠️ If the order was returned due to an incorrect address entered by the customer, a reship fee will apply.
However, you can schedule a pickup to avoid this reship fee.
Please contact us within 120 days of your order date to avoid reprint or reprocessing fees.

Q: Why does it take several weeks to receive printed photos?
A: All photos shown online and on proofs are unedited.
All printed portraits are color corrected and cropped, and may be retouched for blemishes depending on the package selected.
This professional editing process takes time to ensure the best results.

Q: Can I include more than one pose in a package?
A: Yes! You can add additional poses for $10 each, as each pose requires its own color correction and retouching.

Q: Can I split sets (2–5x7s, 4–4x5s, or 8 wallets) between poses?
A: No. Each set must include the same image.

• 5x7s come in sets of 2

• 4x5s in sets of 4

• Wallets in sets of 8

Q: Can I pick up my order to save shipping charges?
A: All orders are shipped directly from our printer. However, you may schedule a pickup if your order is returned to us and you wish to avoid reship fees for an incorrect address.

Q: The deadline on my proofs has passed. Can I still order?
A:

• Current school year: Yes! You’ll receive email reminders before your gallery is archived. Once archived, a $25 retrieval fee applies.

• Previous school years: Please contact us for options.

Q: How do digital downloads work?
A:

• Low Resolution: For online sharing only (not suitable for printing).

• High Resolution: Print-quality images you can print anytime.
  Digital downloads are emailed within one hour of ordering and are unedited (unlike printed portraits).
  If you don’t receive your files, contact us within 2 weeks to avoid fees.

Q: Why does my low-resolution digital download look blurry?

A: Low-resolution images are intended for online use and may appear blurry if viewed or used incorrectly. Here’s why:

• File size: Low-res images are usually under 1000×1000 pixels. They can look blurry on large screens or prints.

• Zooming or large displays: Enlarging the image in your browser, on a monitor, or in design software can make it pixelated.

• Resizing: Avoid stretching or enlarging the image in tools like PowerPoint, Canva, or WordPress. Use it at its native resolution.

• Check in an editor: Open the image at 100% zoom in software like Photoshop, GIMP, Paint.NET, or Canva. If it looks clear there, the blur is due to scaling.

💡 Tip: For print-quality photos, use the high-resolution digital download. Low-res versions are for sharing online only.

Q: How do I pay my sitting fee to view my photos.
A: To make a sitting fee payment, please click the make a payment link. You MUST email a screenshot of the completed payment to info@portraitusainc.com with the subject line 'PAYMENT MADE’ to get your online code. Codes are emailed 24-72 hours after receipt of the email.

Q: How much is my sitting fee?
A: Fees vary by school and service. Please refer to your appointment emails or contact your school’s yearbook advisor for the amount.

Q: I can’t afford the package I want right now. Do you offer payment plans?
A: Yes! Everyone deserves the portraits they love. You can make payments in installments at your own pace, and your photos will be delivered once the final payment is made.
Payment plans are not available online - please contact us for setup.