Questions from parents

Scan the QR code on the front of the card your child brought home, or tap Enter Photo ID & Key and type the two codes printed on the card. You do not need an account or a password.

Both are on the front of the card, in two boxes under the QR code, each with 8 letters and numbers.

Make sure you are scanning the large QR code on the front of the card, the side with your child's name. The small code on the back is for school staff only. If the QR code still doesn't work, type the Photo ID and Photo Key instead.

After the first child, tap + Add photos in the top bar, then scan the other card or type its Photo ID and Photo Key. Then choose the photos and order everything in one basket and one payment.

Contact us with your child's name, class and school. For safety we do not give ordering details straight to a parent. We send them to your school, and the school passes them on to you.

Please ask your child's school, who can give you the ordering details. Contact us if you need more help.

No. Our photographers do not touch children to adjust hair, uniform or appearance and do not comment on how a child looks. If an adjustment is truly needed, the child agrees first and a teacher is present. We ask schools to make any adjustments before children come to be photographed.

Yes. If your school has told us that your children are brothers and sisters, you get one card for the family. Scan it once and you see each child's portraits and a photo of them together, and you can order everything in one basket and one payment. If you do not see your other child, tell your school so we can check the list. Children at different schools have their own cards; use Add photos.

No password. The Photo ID and Photo Key open your child's photos. To come back later, or to open Downloads, you sign in with your email: we send a one-time code to your inbox.

If the code does not arrive, check your spam folder, check the address you typed, and tap Send a new code.

Yes. Choose Instant Digital Download, pick the photo, and pay. Once your payment is confirmed it is in your Downloads.

Yes. Add the digital download for the same photo to your basket as a separate item.

You have probably already bought the digital copy. Look in Downloads. If it is not there, message us. The photo shows Purchased instead of an Add button.

Photos show a watermark until you pay. After your payment is confirmed you can download the clean digital photo from Downloads, and prints are made from the clean photo.

No need. We prepare every print for you, centred on your child with space above the head. If a print arrives with the head cut off, tell us and we will check it.

No. Delivery to your child's school is free. There is no home delivery at launch.

At launch, printed orders go to the school only. Digital downloads can be used anywhere in the world, so family abroad can pay online and download digital photos.

Yes. Anyone who has the Photo ID and Photo Key can open the photos and place their own order, so you can pass the two codes to a relative. Printed orders are delivered to the school.

Secure online payment through Paystack. We never see or keep your card number or PIN.

We do not routinely retouch photos. We may make colour or crop corrections as part of normal processing. If you think there is a technical problem with a photo, tell us and we will check it. We do not change a person's appearance on request.

Your school will be told when your order arrives, and your child will bring it home.

Tap Downloads and sign in with your email code (not by scanning the card again). Your photo is there ready to download. If you used a different email at checkout, sign in with that one.

In the confirmation email we sent when you paid, and on the Orders page after you sign in.

Message us as soon as possible after you pay. A digital photo cannot be changed once downloaded.

Only people who hold your child's card details, and our own staff. Photos are not public and are not on social media.

On My Photos choose Remove followed by the names, for example Remove Ama. That clears your basket and session for those children and deletes nothing on our side. Tap Log out in the top bar. You are logged out after 24 hours of no use, and always after 3 days.