Frequently Asked Questions
1. I received an access card with an access code - how can I order my photos?
If you have received a access card with a personal access code, go to the "Login" page here..https://www.alyciahollandphoto.com/login, enter the access code and click on "Open Album."
2. I received an email with login information - how can I order photos?
After you have placed an order or registered with the online shop, you will receive an email with login credentials. Using your email and the new password, you can use the "Customer Login" to enter your personal gallery, order photos, and check the status of your orders. If you do not remember your password please request a new one.
3. Is it possible to place a single order for multiple siblings?
Yes! Click on "Did you get another access code?" under the main menu "Login". You can enter up to five access codes at the same time. This way you will have access to all available photos. You can combine the order and save on shipping costs. However you must order a package per access code/child or you will not be able to continue to checkout.
4. Do I need to order a package before ordering additional prints/products?
Yes. Selecting a package before adding extra prints or products ensures a streamlined process and better value. Opting for a package first lays the foundation for a well-organized and smooth experience, ensuring you receive the best combination of quality, efficiency, and savings.
5. I have already placed an order that included a package but forgot to add additional prints.
Please click the link below and log into your account with the email address you used to place your package order. If you did not set up an account with a password, please enter your email address and select 'Forgot password?' and follow the instructions sent to your email. Once you are logged in you should be able to order additional prints without having to order a package.
https://www.alyciahollandphoto.com/customer/login
If you are still having to add a package to your cart in order to check out, please add a package first, then add your additional prints to your cart as well. Go to your cart and delete the package out of it. Doing this should let you continue to checkout with just the additional prints.
Please be patient as this is a known issue and is in the process of being fixed.
6. Does the Digital Download Package for Dance Photos include all access codes/siblings photos as well?
No. If you have multiple codes (siblings) you will have to order one Digital Download Package per access code/dancer.
7. I ordered Digital Downloads for my Child's School/Dance Photos does this include the class photos as well?
No. When you order the digital download package (if option is available) you will have to order the class photos seperate in the "individual products" section as a print. This is due to copyright rules and privacy for other children in the class.
8. Where can I see the status of my order?
The easiest way is to click the link within your order confirmation email. Alternatively, you can log in with the password and email address you received via email. Once you’ve logged in, your order details can be found under "My Account."
9. How long will the delivery take?
The delivery time depends on the payment, the products you’ve ordered, and delivery method. The payment must be confirmed before your order can be processed. Orders which include free shipping to schools are processed in bulk 5-10 business days after the order deadline. Delivery time may also vary depending on the type of products ordered.
10. I received my order but I am missing photos.
Before anything else, please confirm with your child and their teacher that the photos aren't still left in their school desk or locker. If you have more than one child and received a single package of photos, kindly check that package initially to ensure your other child's photos aren't included with them.
Last, if you have done the steps above, and the photos are missing you must submit a request. Please log in to your account here https://www.alyciahollandphoto.com/login Click on Already have an account? to get started. Not sure if you have an account? Refer to Question #2 above.
Here are the steps for submitting a request...
Once you are logged into your account select the drop down menu next to your name.
Click on the My Orders tab.
Click View next to your print order.
Scroll down to the bottom and click on Need help with your order?
Select the missing photo from your order.
Under the Category drop down menu choose Shipping-Incorrect Content.
Reason-Photos Missing.
Detail your request under Comment section.
Hit the Send button.
11. Is the logo (watermark) going to be removed from the image?
Of course! The watermark is only used to protect my work against illegal downloads.
12. What is the quality of prints, posters, etc.?
We are committed to offering only the highest quality. If you are not satisfied with the quality of your photo products, please feel free to get in touch. We are devoted to your satisfaction.
13. Can I crop the images?
Yes. You will find this option within the shopping cart. If you crop the image, an enlargement of the selected area is created. Look for the stars which indicate whether the photo's resolution is sufficient for the enlargement.
14. Can I change my background selection for School Photos after my order has been placed?
No. Once your order has been processed and payment has been made, the background cannot be altered.
15. Does Alycia do re-takes or a make-up day for school photos?
Photo make-up day is reserved for students who were absent on the original photo day. If you’re not satisfied with your child’s school photo, you have the opportunity for re-takes under specific circumstances, such as if the initial photograph is blurry, the student isn’t looking at the camera, or if there’s an issue attributed to the photographer’s actions. However, it’s important to note that retakes won’t be provided solely based on personal preferences like dissatisfaction with your background choice, child’s smile, hairstyle, or clothing. Alycia makes every effort to capture your child’s most charming smile.
If your reason for re-takes falls under one of the specific circumstances, it is important to bring your original purchased photo package with you on the scheduled make-up day. If you don’t bring your photo package, your child’s photo will still be taken, but you’ll need to place a new order, and the cost of the new package won’t be covered by the photographer.
If you're unhappy with your child's picture after seeing it online following picture day and haven't purchased any packages yet, you can have your child take a new photo on make-up day and then place your order.
16. I lost my access code how can I get a new one?
Please email Alycia at support@alyciahollandphotography.com
To obtain your access code for School Photos, kindly reach out to the school directly. Please note that Alycia is unable to send this information via email due to FERPA regulations.
17. Page is not loading while trying to check out?
Issues with online payments can arise from various factors ouside of Alycia Holland Photography's control. Possible reasons might include temporary glitches in the payment gateway, internet connectivity issues on the customer's end, security settings, or even occasional server problems. The issue can also be on the bank's side. Their server being down or there are security measures in place that are preventing transactions. In this case you will have to contact your bank. The server that processes the payment might be experiencing issues as well.
Alycia Holland Photography has no control of troubleshooting this issue. If this is a known issue on the website's end Alycia will communicate this with customers.
To troubleshoot the issue, you can try th following steps:
If you're currently using a computer, consider switching to a mobile phone. However, if you're using an Android phone, please try using a computer or an alternative device. We're aware of an issue affecting orders placed via Android phone and are actively working to resolve it.
Please exit the page, log comletely out and try again.
Check your internet connection or try a different browser.
Clear Cache and Cookies. Sometimes, browser issues can affect payments.
Disable Ad Blockers. Ad blockers might interfere with the payment process; disabling them temporarily can sometimes help.
If you are on a work computer your company may have Firewalls set up to block you from processing your payment.
Ensure you have sufficient funds in your bank account as well as the payment details are entered correctly.
Verify if your bank has placed any security holds on your account.
Try a different credit/debit card or payment method if available.
Contact your bank to inquire about any issues from their end.
18. I purchased Digital Downloads but did not download my images by the expiration date. Can I still get the imges?
Yes. Please contact Alycia directly. There is a re-upload fee of $25.00.
19. I received an Error message when typing in my access code.
If you type in your Access Code and received an error please first check the spelling is correct.
If you have already logged in with the same access code and you are logging in a second time and still receive the Error message. This might be because you are still logged in from your previous session, and did not log out completely. If this is the case, in the top right hand corer of the screen you will see 'My Account' tab. Click on this tab and select, My Photos. You can also click on 'To My Photos' underneath 'Open Your Album' tab.
20. Ordering Sports Packages with one Access Code for whole team.
If you received an access code for your child's sports team in which the whole team is in one gallery please follow these directions.
Once you have typed in the Access Code and are in your gallery select order photos tab
Scroll down until you see Your Package Deals select go to deals.
Choose the package you would like. Then select choose photos. Please make sure to select your child’s photograph for each print in the package. Select yes or no for the digital download option of your child’s photo (please note; the team photo is not included in the digital download option due to copyright rules and privacy of other children.) Then select add to cart.
Adding more Prints or Products to your cart. NOTE: You must add a package to your cart first in order to add additional prints or products.
Once you add the package to your cart a window will pop up for you to shop more packages or individual products. Select individual products. Find your child’s photo and select buy this photo. If you want to add more prints to your order, select Print-Luster option. Select the size and quantity you want from the drop down menu then add to your cart. If you don't see a product you are looking for simply scroll down the page to display more options.
