Click on the event you raced in and enter your race number or surname. Any photos identified with your race number will be displayed.
Sometimes there may be an instruction to enter a letter before your race number, even if there is not a letter on your bib. This helps to identify runners of different distances when there are duplications of race numbers in the same event.
Q: I can’t find my photos
Click on “More Runner Photos” or “More Cycle Photos” on the right of the page. This section holds photos of those who have no race number, or a number we could not positively identify.
Check all of the boxes that best describe what you wore on race day. For example, checking “Male”, “White” top, “Short Sleeve”, “Black” pants, “Short” will display all unidentified photos of males with a short-sleeved white top and black shorts.
If you find your photo in “More Runner/Cycle Photos”, click on the box “This is Me!”, then enter your race number, to have the image linked to your race number. This will allow you to order it in a product option that contains your race details. Before placing your order, please check that it appears online when you search again by your race number.
Q: You emailed me a link to my photos but there are none
Regrettably we could not clearly identify your race number. Please search in “More Runner Photos” or “More Cycle Photos” (see above)
Q: How do I order my photo?
Click on the photo you like. This will take you to a larger image on a page displaying all the purchase options. If you wish to order a photo, check the purchase option you would like. Click on “Add to shopping cart”. Your cart status will appear on the lower left of the page, below the image.
When you are ready to pay, click on “View Cart/Checkout” to see what you have ordered, then click on “Checkout” to complete the delivery and payment details.
Q: I want to order my photo from “More Runner/Cycle Photos”
If you find your photo in “More Runner/Cycle Photos”, click on “This is Me!”, then enter your race number, to have the image linked to your race number. This will allow you to order it in a product option that contains your race details. Place your order when the image appears online when you search again for your race number.
Q: How do I add my swim photos to my album?
Find your swim photos in the selection below your personal images. You may need to click to the right or left to locate them. When you find your image, click “This is Me!” below the photo. Wait until your swim photos appear in your album before placing your order. This may take several minutes. You may need to refresh your browser.
Q: What does “Preview” mean?
Click on “Preview” to see what your photo will look like in a format such as Photo Certificate, Race Time Photo or Commemorative Photo.
This is a good opportunity to check that all the information is correct on a Photo Certificate or Race Time Photo.
Q: Some of my head is missing in the Race Time Photo preview
Sometimes a photo might be framed closely to the top of the head or bottom of the feet.
A Race Time photo requires an overlay that automatically takes a proportion from the top and bottom of the original photo. This might mean losing some of the head or some of the feet. By checking the Preview, you can decide before ordering whether you will be happy with the result.
Q: There is an error in the preview of my photo
We rely on information provided by the official race timekeepers. If there is a spelling error in your name or incorrect race time, please contact us to have it amended. Click on “Customer Service” then “Contact Us”. We will need to have the time verified in the official results, if you are requesting a significant time change.
Please place your order only when the correct information shows online.
Q: Can I crop my photo before I order it?
Yes, there are online cropping functions that allow you to make some simple changes to your photo before ordering. Click on “Crop this Photo”. If you save your changes, the cropped photo will show online. If you are not happy, you can click on “Crop this Photo” again and undo the changes. Once you have added the photo to your shopping cart, you cannot make any further changes to that photo.
We recommend you check the Preview if you wish to order a Race Time Photo.
Q: I’ve changed my mind about my order — I have not yet paid
You can remove an item by clicking the red X by the product in your Shopping Cart.
Q: I want to order more photos from the same event
Click on “Back to Photos”. You may select any other photos from the same event and add them to your shopping cart – even if they are of different runners.
Q: I want to order more photos from different events
Click on “Home” and select another event. You may add photos to the shopping cart from different events but you cannot place photos priced in different currencies into the same shopping cart.
Q: I can’t add photos from different events to my shopping cart
For this to work, you need to ensure “cookies” are enabled in your Internet browser options.
Q: I am happy with my order and I am ready to pay
Make a final check of the order in your Shopping Cart. If you are ordering printed products, a CD or DVD, you will need to select the destination country for your order. Click on “Checkout”.
If you are ordering printed products, a CD or DVD, you will need to provide a full delivery address that includes your name, street name and number, (or Post Office Box number), the town or city and postcode. Errors or incomplete information may prevent the timely delivery of your order.
If you include an email address, you will receive an automatic email when your order is dispatched.
If you are ordering digital products for download, you will need to enter your email address and a password of your choice to ensure security of your order. Incorrect email addresses will prevent the delivery of your order.
Q: How do I pay?
We recommend payment by any card with a Visa or Mastercard logo (including Debit Plus and Maestro) as the option with the fastest processing time. Credit Card details may be entered on the Checkout page. This is a secure site. At the end of the transaction you will receive an order number. Keep this for reference in case of an enquiry. If you listed your email address at Checkout, you will receive an automatic email confirming your order number.
Bank Transfer/Direct Debit/American Express Online options are available for selected events through Global Collect. If you choose this option, you will be taken to their secure site to enter the required bank details.
You will receive full payment instructions including your Order Number and a unique Reference Number. It is essential that the reference number is included in your payment transaction. It can take 5-10 working days to process a bank transfer or direct debit payment. Only then is the order released to us for fulfilment.
American Express payments are generally processed overnight. Please note that payments made without the reference number cannot be processed.
When all details have been entered, click “Submit”.
Q: There is no room for the full Reference Number at my bank in the Czech Republic
Please place the Reference Number in the “Notice for Beneficiary” field.
Q: How do I know my order has been accepted?
When your order has been processed online, with payment by Visa or Mastercard, you will receive a confirmation email and an Order Number. Please keep a record of the Order Number until you receive your photos. You will need to quote it in any enquiries.
At busy times it may take several minutes for your order to be processed. Please be patient.
If you choose to pay by Bank Transfer/Direct Debit/Amex, we suggest you print and/or save the document containing your Order Number, Reference Number and payment instructions. There is no automatic order confirmation email when these forms of payment are selected.
If you included your email address when placing your order, you will receive an automatic email when it is dispatched or ready to download.
Q: When will my order arrive?
Posted orders are usually dispatched less than three working days from receipt of payment. From dispatch they can take up to 10 working days to reach you. This depends on the postal service and is out of our control.
Digital download images are usually available the next business day from receipt of payment.
Q: How will my order be sent to me?
All posted orders are dispatched in an A4 size envelope, with cardboard to protect the contents. The envelope is clearly stamped “Photos – Do Not Bend” to ensure safe delivery. Orders are posted standard mail within New Zealand and airmail overseas.
Q: Will I really get ALL my identified photos in a Digital Super Pack?
Yes! All personal photos identified of you in any one event will be included in a Digital Super Pack. The images will be supplied in all purchase options from that event, ready to print.
Q: What is the difference between the “Digital Super Pack” and “All your Photos from this Event”
The Digital Super Pack includes all of your photos in all available options, such as Photo Certificate, Race Time Photo, Commemorative Photo and original image.
“All your photos from this event” means all your identified photos supplied as original digital files.
These purchase options are available to download or posted on CD
Q: Will I get printed photos if I order a Digital Super Pack or “All your photos from this event”on CD?
No. These product options give you the freedom to print the photos at your convenience as often as you wish.
Q: Can I order photos from events in other years?
Yes. Photos from previous years will always be online to view and order.
Q: How soon can I download my images?
Downloadable images are available the next business day from receipt of payment.
If you paid by bank transfer or direct debit, it can take 5-10 working days for the payment to be processed by Global Collect. Only then is the order released to us for fulfilment.
Q: How do I download my images?
Click on “Downloads” at the top of the page. Enter your order number or email address. In the second box enter the password you chose at the time of ordering, then click “Continue”.
To download images, click “Download” under each image. This will save the image to your computer for viewing and printing at leisure. We recommend you save them to a CD for safe-keeping.
To view the image online, click “View”.
Q: I have too many images to download. Is there a quicker way?
Images can only be downloaded individually. They are available online for at least 10 days. You may choose not to download all the images and you have the freedom to select only the ones you really want to keep.
Q: Can I buy my video?
Yes. The video you see online is in low-resolution. You can order a high-resolution file to download in a range of sizes. Order your video by clicking on “Purchase video” on the screen below your personal photos, or on the product options page, or check the box when it appears on the way to Checkout.
Purchasing and download instructions are the same as for photo products.
Q: When will my video be ready to download?
We aim for 72 hours after an event for race video to be fully processed but it can be up to one week. Once it is available online, it can usually be downloaded the next working day from receipt of payment. You will receive an automatic email when your video is ready to download.
Q: How do I watch the video on my computer?
If you have a Windows PC, use Windows Media Player to watch your video.
If you have a Mac, use VLC to watch your video. This may be downloaded free from the Internet.
Q: How long do I have for downloading photos and/or videos?
Photos and videos remain online to download for at least 10 days.
Q: My online downloads say “Expired” and I’ve lost the images from my computer
Please go to Customer Service on our website and click on “Contact Us”. Tell us the problem, include your Order Number and correct Email address and we will be able to help you.
Q: What is Video Live?
This is a service offered to participants at selected events a few days before the race. For a low price, they, or their friends, can subscribe to view their finish video, within minutes of crossing the timing mat. A text or email message is sent containing a link to watch the video online. The link may be accessed by only one computer or video-enabled mobile phone, per order.
No payment is processed until the participant has crossed the timing mat.
Q: What is Video Express?
This is a service offered to participants at selected events a few days before the race. For a low price, they, or their friends, can subscribe to view their finish video, within hours of the event. A text or email message is sent containing a link to watch the video online.
No payment is processed until the participant has crossed the timing mat.
Q: Can I download the Video Live / Video Express video to my computer
No. This is an online viewing service only.
Q: Can I order Live Video / Video Express after my race?
No. Orders are only accepted up to the start of the event.
Q: What is on a DVD?
DVDs are offered at selected events and we aim to produce a high quality record of the race. DVDs are interactive products containing general footage from the day, scenic highlights of the location, winners crossing the finish, your personal movie footage from a number of camera positions, plus your personal photos embedded as a slideshow. The DVD ends with a certificate recording your finish details.
Q: When will I get my DVD?
Please allow at least six weeks from the end of the event to dispatch. Once DVDs go into production, orders are dispatched very quickly. You will receive an automatic email when your DVD is dispatched.
Q: Can I print photos from my DVD?
No. Personal photos on your DVD are embedded for viewing and cannot be printed.
Q: Can I see my personal footage now?
Yes. If you have ordered a DVD, you will be able to download and view your personal footage while you wait for the DVD to arrive. You will receive an automatic email when your video is ready to download.
Q: I didn’t give a Password when I ordered my DVD / Digital Super Pack on CD
That’s OK. Just enter your Order Number, or email address and click “Continue” in the Downloads section of our website.
Q: Will the DVD play in my country?
We use DVDs in PAL format, suitable for all world regions. Some people with older model DVD players may experience problems. We suggest trying a different DVD player, or a computer.
Q: I ordered photo products and a DVD. Do I have to wait for the photos?
We usually send photo products and DVDs at the same time. This might mean waiting a few weeks if the order was placed very soon after an event. If you ordered a digital product on CD, you will be able to download the images while you wait for your order to arrive. You will receive an automatic email when the images are available online to download.
Q: I ordered a Memory Frame. When will I get it?
Please allow six weeks for your Memory Frame to be dispatched.
Q: I placed my order a long time ago and I haven’t received anything.
Go to Customer Service on our website and click on Contact Us. In order to help you, we will need your Order Number and all the details you can give us, such as the event name, date you placed the order, the method of payment, the email address you used and any other information to help us locate your order.