FAQ's

1. Digital Download

• The client receives a link to download the photos from their gallery within 30-60 minutes after placing the order, or immediately if they purchased JOY. 

• The link is active for 30 days. If they need a new link later, they can contact CS.

• Encourage the client to share the link via email or text with family and friends so they can also download and save the photos.

• If they have sufficient storage, they can download the photos to their phones or tablets. The email they receive contains instructions on how to do so. However, it is much easier and faster to download the photos to the computer.

2. Digital Download w/Musical Slideshow

• The client receives two separate links: one to download the photos from their gallery and a separate link to download the slideshow. Both links are sent to the client within 30-60 minutes of placing the order. If they purcased JOY, their images will go to the app and the slideshow will go to their email. 

• Both links are active for 30 days. If they need a new link later, they can contact CS.

• Encourage the client to share the link via email or text with family and friends so they can also download and save the photos and slideshow.

• They can download the photos, but NOT the slideshow, to their phones or tablets as long as they have sufficient storage. The email they receive contains instructions on how to do so. However, it is much easier and faster to download to the computer.

Q: Can a client purchase one digital image instead of the entire gallery?

A: Yes, single digital images can be purchased at $49 each. This option is not online. 

• Email the client the high-resolution file and the print release.

• Make a note of the image number that they purchased in the Photo Op in case CS ever has to email it to them again.

Q: Why does their online gallery still expire in 2 weeks if they already purchased the digital files?

A: The online gallery expires whether they purchased or not. The expired gallery will not affect the time they have to download the images.

Some of our products will depend on manual admin fulfillment. 

Photobooks- this product is manually fulfilled

Prints- Automatically by the lab 

Canvases-  this product is manually fulfilled

Frameable Birth Announcement- Automatically by the lab 

Q. Can I add a slideshow onto a printed product? 

A. No, the slideshow can only be added onto the full digitial download due to the nature of the slideshow containing all of the images. 

Books and canvases will come separately from prints and they do come from different places- please advise mom that these MAY come later than prints. A good ballpark is to say, 'your products should arrive within 2-3 weeks'  

Q: I submitted an order, but now I need to update the shipping address. I changed it in the Photo Op. Is that all I need to do?

A: Very important! Changing the address in the client’s Photo Op (or simply putting notes in the correct address's account) does NOT update the shipping address on the order. You will NOT be able to update the shipping address without the assistance of your RM- contact them ASAP. Our lab works really fast. Print orders go to production within the first hour. If we don’t catch it in time, there’s nothing we can do.

Q: How long does shipping take, and what shipping method is used?

A: Below is the ETA for each product we offer. Keep in mind all products are sent separately. 

• Prints arrive within 7-10 business days and are shipped through USPS.

• Canvases and photobooks arrive within 2-3 weeks and are sent through UPS.

• Additional info: Remember, we cannot ship to PO Boxes. Shipping methods cannot be changed. 

Q: My client lives out of the country. Can their print package be shipped outside of the US?

A: No. The client will need to have them shipped to a family member in the States, and then that family member can ship the package to the client in their country.

Q: Can shipping be expedited?

A: Production time is what delays an order more than the shipping method. Although we can expedite shipping for an additional cost we cannot speed up production time.

Q: I was just told by my client that they want me to upload ALL of the photos I took. Is that something I can do? 

A: No. Our service includes a 20 minute session plus an online gallery of at least 20 images to choose to purchase. To be fair to everyone the photo count shouldn’t go past 25.

Additional info: Be prepared to be questioned and pestered about this. The main reason why we, as the professionals, are the ones who choose which photos to edit and upload is brand control. It is our job to keep our work consistent, and fair to all of our moms, across the Nation.

Q: I just found someone uploaded the watermarked images to their social media. What can I do?

A: Take screenshots of the images and send to your RM. Please provide the client’s name or Access Code so  your RM can find their account. Be sure the screenshot shows the person’s name.

Additional info: Upon receiving the screenshots, we will email the client an official letter informing her that posting the watermarked images online is considered theft of services, and they will now need to purchase the digitals.

Q: I know Customer Service can restore the photos within the first year, but is there a limit on how many times the client can ask for the gallery to be restored?

A: We can restore the gallery free of charge 5 times. 

Q: How long do I (the photographer) have to save the images on my computer?

A: 2 weeks

Q: When does WelcomeNewborn delete the pictures from the archive?

A: 1 year from the date of the session, however, there are cases when we have been able to recover them longer than that. If your client asks about an older child’s pictures there is a chance we can recover them. 

Q: My client said she didn’t receive the email to see her pictures. How can I send the Gallery Access Code and direct link to her gallery?

A: Go to to the client’s Photo Op, click Gallery Access Code hyperlink and then hit “Send Client Email.”

Additional info: Make sure the email on file is right and that the gallery is still active. If it expires, you’ll need to restore it. You can add the client’s email in the pop-up so that they receive a notification as soon as the gallery is back online. It can take 1-10 hours for a gallery to restore.

Q: How can I extend my client’s expiration date / restore a gallery (NICU Chronicals only, not normal sessions)?

A: Go to the client’s profile, click “Manage Gallery,” look for the expiration date and extend it by 1 week. If it’s expired then hit “Restore” then Hit UPDATE and you’re all done. Be sure to enter a note of this in the account.

Additional info: The restoration process can be immediate if the gallery just expired within the last 3 days. If it’s been longer than that it may take 1-24 hours, depending on how long the gallery has been expired. Before you ask, there is no way of speeding that up. 

Do not extend someone’s gallery by more than 1 week, no more than 4 times total. 

Q: I need to add the black and white images to the slideshow. How do I do that?

A: Go to the client’s profile. Click on “Manage Gallery.” On the bottom right corner of each image you’ll see 2 small icons. Click on the right one. Click the black & white box. Click the green “Update” button to save the changes.

Additional info: The black-and-white versions can only be seen in the slideshow, not the gallery.

Q: I just helped my client place their order. They want to change a pose/print.. How can I change an order that has already been submitted?

A:  You will NOT be able to make any changes to an already submitted order without the assistance of your RM-reach out ASAP. Our lab works really fast. Print orders go to production within the first hour. If it’s been longer than a few hours, chances are the order has already been printed. If we don’t catch it in time, there’s nothing we can do. 

Q: The client doesn’t want to purchase right now. Can they purchase it later?

A: Yep! Their online gallery won’t expire for 2 weeks so they can always order online at their convenience.

Q: The client changed their mind, and now they don’t want the order. How can I cancel it?

A: Digital Downloads are not refundable, no matter what. 

If the client purchased a print package you need to call Customer Service immediately to cancel it before it’s printed. Orders are printed by 2 pm 7 days a week. Once they are printed the package cannot be refunded since they are personalized with their child’s image.

Q: Do digital cards work?

A: Digital cards should be accepted (apple pay cards, cash app, affirm, etc)

Q: They cant pick just one or two photos in black /white they have to do all for $10, so all or none?

A: Correct- all or nothing.

Q: I don't see where you select the image for 1,3, or 5 Digital Download purchase. When checking out, it does not give you photo options.

A: That is because this is a manual fulfillment order by the photographer. You would choose the photo(s) they want, and email the photo(s) and print release from your photographer email on the hospital computer.

Q: How will this work for call-in hospitals? I know my call-in hospital will not give names over the phone, just room numbers.
A: Rely on call in stats if moms don't want photos

Q: Do we need to publish anything?

A: No, everything is automatic. 

Q: My preview has the watermarks on it- is that right?

A: Yes, everything will be watermarked- it helps avoid screens being photographed, etc .

Q: How do we get information for birth announcement, do we go back to the dashboard and get the info? Normally now we get off the consent form, would there be a easy way to do this?

A: Before you ask mom to fill out consent form, edit the photo op and add baby's name. Add length, weight and time to the notes. 

Q: Mom is still in L & D

A: If she is that fresh and does not have a room, I'd leave her off to be entered tomorrow.

Q: My NICU baby- I visited and gave a flyer - do I enter them as the census?

A: Not until it is time to do their photo session. Be sure to tell parents to call Customer Service when they know babys discharge date. 

Q: Is there a way to delete extra entries on the Dashboard if I added too many? 

A: Only the director can delete empty slots so please take care when entering in census information. You can also move the blank dates to tomorrow. 

Q: I have a mom here but baby was shipped to a different hospital, how should I enter that?

A: Put that as a NICU entry, if you've already added them. Leave notes and say medically unable to be photographed

Q: Is there a way to organize rooms within the dashboard in order of importance? For previously added consent forms, are there any extra steps (deleting, unchecking things etc) that we need to do if that family changes their mind and declines?

A: The rooms will be organized based on the entered room number. They will get the confirm email address email once the consent is filled out but they shouldn't get the gallery ready email until 6 hours after the first image is uploaded, so they wouldn't get further emails if they don't have photos. If you do have a parent change their mind though, please let your Regional Manager know so we can revoke the consent. 

Q: When it comes to the census, ours shows everybody on the floor. I won't need to enter information for parents I have seen the previous day/days, correct? i.e nicu moms still on the floor and families that have already been photographed or declined.

A: No, they will already be entered in. If needed, change their photography date to 'today' to move them to your dashboard. Be sure to highlight rooms on your paper census as you add them to the Dashboard to ensure duplicates are not being re-added. As a next day photographer, you will highlight the same names and only enter the unhighlighted names. 

Q: How will I know who was already entered in?

A: The correct procedure is to highlight their name on the paper census once you have entered them into the dashboard so you and your coworkers know who is new. 

Q: Photo Op?! What’s that, and what do I do with it? 

(tip: the Clients page does basically the same thing but I prefer using the Photo Op page when searching for clients because I can type their gallery access code and pull up the profile faster that way.)

A: A Photo Op is essentially the client’s online profile. This is where you see the client’s name, number, email, gallery, and all of your notes from the session and notes from CS. To find your client’s profile, click on Photo Ops, type the client’s last name or first and last name, and then click “Search”. If you see multiple people with the same name you’ll have to click on each folder to open up the profile and see if that’s who you are looking for or not. You can also go by the Photography Date if you know approximately when they were photographed. 

Q. Darkroom is asking for a license code- what do I do?

A. Reach out to your RM, or via MOD Channel for tech assistance. 

Q. My Darkroom is showing watermarks? 

A. Reach out to your RM, or via MOD Channel for tech assistance. This typically means you need a new licesne, as you may have hit 'Start Trial'.

Q. What aspect do I edit my photos in? 

A. 4x6

Q. Do I edit first or cull down to 20-25 images first?

A. It is recommended to cull down first, and then edit so you are not wasting time editing photos you will delete. 

Q. How do I download my images from Darkroom? 

A. Select all of your images, and right click> Create Digital Media> Save to your correct gallery. 

Q.  What camera settings should I start with?

A. Please view camera settings on this page 

Q. My flash isn’t firing—what should I check?

A. Quick troubleshooting:

• Batteries (fully charged + inserted correctly)

• Flash is powered on

• Proper mode (not sleep mode)

• Hot shoe connection secure

• Test/recycle button working?

Q. Camera says “No Card” or “Cannot Read Card”

A. Check that your SC card is fully inserted the correct way and the the SD card lock (slider on side) is not engaged. If that still does not work, please see if another SD card works. If the secondary card works, the first one may be corrupt. Please reach out to MOD if you have session photos on the card. 

Q. My camera won’t take a picture

A. Check that your lens is fully attached, your camera is in manual mode (not playback or menu), and your shutter button is not stuck. If issue persists, please reach out to MOD. 

Q. My settings keep changing

A. Check that your dial was not bumped (very common!) and that you are not shooting in Auto. 

Q. Camera is frozen / not responding

A. Turn off → remove battery → wait 10 seconds → reinsert

Q. Lens won’t focus

A. Lens may be set to MF (Manual Focus) instead of AF

Q. Flash fires inconsistently

A. Check to see if your batteries are dying (common later in your sessions), loose hot shoe connection or if the flash is overheating. Also check your camera settings to see if you are miscommunicating to your camera (HERE)