Frequently Asked Questions
Q1: How do I find my photos?
Q2: I can’t find my photos
Q3: You emailed me a link to my photos but there are none
Q4: How do I order my photo?
Q5: I want to order my photo from “More Runner/Cycle Photos”
Q6: How do I add my swim photos to my album?
Q7: What does “Preview” mean?
Q8: There is an error in the preview of my photo
Q9: Can I crop my photo before I order it?
Q10: I’ve changed my mind about my order - I have not yet paid
Q11: I want to order more photos from the same event
Q12: I want to order more photos from different events
Q13: I can’t add photos from different events to my shopping cart
Q14: I am happy with my order and I am ready to pay
Q15: How do I pay?
Q16: Why do you want my email address?
Q17: Why do I need a password?
Q18: I ordered a CD. Why do I need a password?
Q19: I have forgotten my password
Q20: How do I know my order has been accepted?
Q21: When will my order arrive?
Q22: How will my order be sent to me?
Q23: Will I really get ALL my identified photos in a Digital Super Pack?
Q24: What is the difference between the Digital Super Pack, the Digital Pack and Digital Mega Pack?
Q25: Can I include another person’s images in my digital pack?
Q26: Will I get printed photos if I order a Digital Pack, Digital Super Pack or Digital Mega Pack?
Q27: How big can I print a digital image?
Q28: Can I order photos from events in other years?
Q29: How soon can I download my images?
Q30: How do I download my images?
Q31: Can I upload my images to my social networking website?
Q32: Can I download images or video to my mobile device?
Q33: Can I buy my video?
Q34: When will my video be ready to download?
Q35: How do I watch the video on my computer?
Q36: How do I watch the video on my mobile device?
Q37: How long do I have for downloading photos and/or videos?
Q38: My online downloads say “Expired” and I’ve lost the images from my computer
Q39: What is on a DVD?
Q40: When will I get my DVD?
Q41: Can I print photos from my DVD?
Q42: Can I see my personal footage now?
Q43: Will the DVD play in my country?
Q44: I ordered photo products and a DVD. Do I have to wait for the photos?
Q45: I placed my order a long time ago and I haven’t received anything.
Q46: I placed my order and had no contact at all.
Q1: How do I find my photos?
Find your race - Enter all or part of the event name in the search box at the top left of the page.
Enter your name or Bib number in the search box at the top right of the page. You may be asked to select your event distance, eg Marathon or 10km or to enter additional information, eg date of birth for a junior race.
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Q2: I can’t find my photos
Click on “More 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 this search, click “This is Me!” 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.
Find by Location
Sometimes unidentified images are displayed by the location in which they were taken. It could be the finish line, or at a special feature or half-way point on the course. You may be able to view all the images from this location or you may be able to enter the approximate time you passed this point and scroll left or right to find your image. If you find your photo in this search, click “This is Me!” to have the image linked to your race number.
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Q3: 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 Photos” (see above)
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Q4: 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. Check the purchase option you would like to order and click “Update”. Your cart status will appear on the top right of the page.
When you are ready to pay, click on “View Cart” to review your order. This is where the postage is added if you have ordered posted products. Click on “Checkout” to complete the delivery and payment details.
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Q5: I want to order my photo from “More Photos”
If you find your photo in “More Photos”, click on “This is Me!” to link the image 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 in your album.
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Q6: How do I add my swim photos to my album?
Find your swim photos in the “More Photos” section. You may need to click to the right or left to locate them or you may wish to adjust the time of day that appears above the photos. When you find your image, click “This is Me!”. 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.
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Q7: 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.
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Q8: 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 verify time changes in the official results before making any amendments.
Please place your order only when the correct information shows online.
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Q9: 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.
We recommend you check the Preview before ordering.
Once you have added the photo to your shopping cart, you cannot make any further changes to that photo.
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Q10: I’ve changed my mind about my order — I have not yet paid
You can remove an item by clicking the ‘x’ by the product in your Shopping Cart if it is a print, or by unchecking the box if it is a download.
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Q11: I want to order more photos from the same event
Click on “Your race” to view more of your own images. To view images of a different person, return to the homepage, select the event and enter the person’s name or race number. You may select any other photos from the same event and add them to your shopping cart – even if they are of different competitors.
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Q12: 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.
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Q13: 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.
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Q14: 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.
You order details will be confirmed and an Order Receipt will appear on the screen. We suggest you print the receipt or save it on your computer. We recommend you keep a record of the order number.
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Q15: 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 and other payment options are available through Global Collect. If you choose one of these options, follow the prompts you receive.
For bank transfer or direct debit, 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”.
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Q16: Why do you want my email address?
We send an automatic email to confirm your order and another when it has been fulfilled. We also need your email address if you have ordered digital products for download.
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Q17: Why do I need a password?
When your order includes digital products for download, a password is required for security.
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Q18: I ordered a CD. Why do I need a password?
Even when you order images on CD, you may download them while you wait for the CD to arrive in the post. A password is required for security.
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Q19: I have forgotten my password
Don’t worry. Contact us through Customer Services and we’ll remind you.
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Q20: How do I know my order has been accepted?
You order details will be confirmed and an Order Receipt will appear on the screen. You may print the receipt or save it on your computer. We recommend you keep a record of the order number.
When your order has been processed online, you will receive a confirmation email that includes the Order Number. Please keep a record of the Order Number until you receive your photos. You will need to quote it in any enquiries.
If you included your email address when placing your order, you will receive an automatic email when it is dispatched or ready to download.
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Q21: 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 minutes after receipt of payment. At busy times, downloads may take longer. Please be patient. Video ordered straight after an event usually takes a few days to be processed.
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Q22: 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.
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Q23: 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.
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Q24: What is the difference between the Digital Super Pack, the Digital Pack and Digital Mega Pack?
The Digital Super Pack includes all of your identified images in all available options, such as Photo Certificate, Race Time Photo, Commemorative Photo and original image.
Digital Pack means all your identified images supplied as original digital files.
These purchase options are available to download or posted on CD.
Digital Mega Pack is a Digital Super Pack PLUS download video from events where video is a product option. This is a download product only.
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Q25: Can I include another person’s images in my digital pack?
All digital pack options are available for a single race number only.
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Q26: Will I get printed photos if I order a Digital Pack, Digital Super Pack or Digital Mega Pack?
No. These product options give you the freedom to print the photos at your convenience as often as you wish.
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Q27: How big can I print a digital image?
Our images are jpeg files that can be printed up to 30cm x 20cm /12” x 8”. That’s about A4 or letter size. Image size and resolution may vary.
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Q28: Can I order photos from events in other years?
Yes. Photos from previous years will always be online to view and order.
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Q29: How soon can I download my images?
Digital downloads are usually available minutes after receipt of payment. At busy times, downloads may take longer. Please be patient.
If you paid by bank transfer, 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.
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Q30: How do I download my images?
When your order is ready, an automatic email is sent with a link directly to your download page.
You can also go to the homepage and click on “My Order” under the ‘Services’ heading on the right side of the site.
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.
If there are many images, you can download them in a zip file. Click “Add to Pack” under any or all the images and when you are ready, click “Download Files”.
If you ordered a Digital Super Pack or Mega Pack, the different purchase options may be selected beside each image.
If your order includes different events or different race numbers, select the one you wish to view from the drop down arrow at the top of the page and click “Go”.
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Q31: Can I upload my images to my social networking website?
Ordered images can be uploaded directly to Facebook and Twitter. Click on “Share Selected Files” and follow the prompts.
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Q32: Can I download images or video to my mobile device?
Not yet. You may order from your mobile phone but we are still working on the download function.
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Q33: 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.
Purchasing and download instructions are the same as for photo products.
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Q34: 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.
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Q35: 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.
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Q36: How do I watch the video on my mobile device?
You must first download the video to a computer and then upload the mobile phone version to your mobile device. Our programmers are working on software to download directly to mobile devices.
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Q37: How long do I have for downloading photos and/or videos?
Photos and videos remain online to download for 30 days.
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Q38: My online downloads say “Expired” and I’ve lost the images from my computer
Your order has not been lost. Please go to Customer Services on our website and click on “Contact Us”. Tell us the problem, include your Order Number and correct email address and we will remake your order at no cost. You will receive an automatic email when the order is ready. We suggest you download the images to your computer promptly and perhaps also save them to another device, such as CD or memory stick.
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Q39: 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.
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Q40: When will I get my DVD?
Please allow at least six weeks from ordering to dispatch. Once DVDs go into production, orders are dispatched very quickly. You will receive an automatic email when your DVD is dispatched.
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Q41: Can I print photos from my DVD?
No. Personal photos on your DVD are embedded for viewing only and cannot be printed.
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Q42: 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.
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Q43: 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.
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Q44: 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.
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Q45: I placed my order a long time ago and I haven’t received anything.
Go to Customer Services 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.
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Q46: I placed my order and had no contact at all.
An automatic email confirming an order is always sent to the email address provided. Sometimes the email address has an error. Sometimes the email might be removed by a spam filter. Regrettably we have no control over this.
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