FAQs

Q.I don't know a password for viewing photos.

A.Please find it on the flyer we distributed to event participants.
If you lost the flyer, please contact us by following the "Click here to find out a password for viewing photos" link on the top page of the specific event.

Q.How can I make payment?

A.We only accept payment by credit card.

Q.Can I alter or cancel my order?

A.Due to the nature of download data products, cancellation (refund) requests cannot be made after purchase.

Q.How soon will I receive a download URL and download key?

A.As soon as the downloadable data are ready (one to three business days after completing an order), we will send an email containing the download URL and download key.

Q.I have not received a download URL and download key.

A.If you haven't received them within five business days of placing an order, please contact us via the inquiry form with your order number specified.

Q.For how long can I download the data?

A.The period you can download the data is 90 days from the delivery of the email notifying you of the download URL.

Q.The download period has passed. Can I extend the expiration of photos for download?

A.Unfortunately, we cannot under any circumstances extend the period after 90 days have passed from delivery of the download link.
Neither can we do anything if you lose photo data saved in your PC or you do not notice the e-mail with the download link in a spam box.

Q.I can't find my photos.

A.We are sorry but we can only offer photos linked with your bib number and we cannot search for your photos.
(Please be advised that we will not search for your photos even if you provide information such as point passing times and your clothes on the day.)

Q.I get errors trying to settle my order with a credit card.

A.Please check if the information you have entered is correct.
(e.g.)

• * You have entered month in the field for year of expiration, vice versa.
• * You have hyphenated your credit card number.
• * The card you tried to register is expired.
  If you have entered all the information correctly, please contact your credit card company.

Q.I cannot find my event.

A.If you cannot find your event, probable causes are as follows:

1. 1. You have entered incorrect search conditions in searching for your event.
   You may have entered the wrong event time. Change conditions and retry your search.
2. 2. You were looking for an event for which we do not offer the photo service.
   The event you chose may be one which our photographers did not attend.
   Please contact us via the inquiry form by specifying the event date and official name of the event.

Q.Is it impossible to place an order after the event deadline?

A.After the event deadline, you can order by reposted price.
Please note that the reposted price will be 150% of regular price.
And there are some events that are not repostable.

Q.Please tell me the recommended browser environment.

A.We recommend the following browser environment.

＜Computer＞

OS
Windows 10, Windows 11
Browser
Chrome Latest edition
Edge Latest edition
Preferences
JavaScript enabled
Cookie enabled
SSL enabled

＜Smartphone＞

OS
Devices equipped with Android OS 10.0 or higher
Devices equipped with iOS 15.0 or higher
Browser
Standard browser
Preferences
JavaScript enabled
Cookie enabled

In addition to using the recommended environment there may be not be available to some services. Please understand.