Frequently
Asked Questions
If
the following Frequently Asked Questions do not answer your question, fill out
the form at the bottom of the page.
How do I
access my video?
Visit the URL printed
on the barcoded video access card you received at the
event. Then, enter the 7-digit code printed on your card, along with any other
required information, and click "submit". You will be directed to
your video.
I lost
the card with my video code. How can I access my video?
The video code on the
card is a unique identifier that leads to your video(s) only. Without the card,
we have almost no way of determining your code number. If you've lost the
unique video code or video access card, there is no way to retrieve your free
video(s) unless you provide a very detailed description in form below.
I
submitted the online form to access my video, but the system cannot find my
video.
Your video probably
hasn't been uploaded yet. Check to see that you entered the correct video code.
Please allow up to 48 hours for videos to be uploaded to the system after an
event. If, after 72 hours, your photo is still not in our system, it is likely
that a camera or photographer error prevented the video from being saved.
However infrequent, such errors do occur, and we will not be able to retrieve
your video. Please accept our apologies.
I
submitted the online form and the system noted that I would be sent an email
with a link to access my video, but I never received the email.
Check the "Junk
Mail" or "Bulk Mail" or quarantine folder in your email program
to see if your email system has mistakenly filtered the video access email into
one of these trash folders. If you can't find it and it still hasn't arrived
after a few hours, try submitting the online form again using an alternate
email address (such as a free webmail account), or
contact your email provider to ensure that your system is set up properly to
receive email.
I submitted
the online form and video access code, but the system delivered a video that's
not mine.
Check to see that you
entered the correct video access code. If you still can't see the correct video,
it is likely that the photographer mistakenly handed you the wrong card. Please
fill out the inquiry form at the bottom of this page in full, and include as
much identifying information as possible (video subjects, approximate time,
etc). If we locate the video based on the information provided, you will
receive an email with a link to the video.
The
quality of my video is not what I expected.
Although our cameras
include features to help ensure a high quality video, sometimes poor light or
another issue can damage video quality. Please accept our apologies for this
error.
Privacy
Concerns
Unless otherwise
indicated, your online video can be seen only by you and by those to whom you
give access by forwarding the video or webpage link. In some cases,
participating Brands will mail you an unsolicited copy of your video if you
have provided a mailing address. The handling of your email address and all
other information you provide is outlined in our Privacy Policy and Terms of
Use. These documents can be viewed by clicking the links at the bottom of the
photo page.
I'm
still having problems with my video - how can I get help?
If you have any
further problems or questions that are not addressed here, please fill out the
Help Form below for additional assistance.
Support Request Form
If none of the solutions shown above resolve your problem, please completely fill out this form to request additional, information, or to send us comments. Information submitted via this form will only be used by Step Logic, Inc. employees in an effort to assist you. Thank you.