Question 1

How do I find my photos?

Accepted Answer

Go to the event page and enter your bib number in the 'Find your photos' box. Your photos will appear instantly. If you don't know which event page to visit, search for the event name on the homepage.

Question 2

My bib number isn't finding any photos. What should I do?

Accepted Answer

A few things to check: make sure you're entering just the number without any letters or spaces. If photos were recently uploaded, it can take a few minutes for bib tagging to complete. It's also possible your bib wasn't visible in every shot. Try browsing 'All photos' to see if you can spot yourself.

Question 3

How do I buy a photo?

Accepted Answer

Click any photo to preview it, then add it to your basket. When you're ready, go to your basket and check out with a card or Apple Pay. You'll receive a download link by email, and your photos will also appear in your account under 'My photos'.

Question 4

Can I buy photos without creating an account?

Accepted Answer

You need an account to purchase so your downloads are always accessible and tied to your purchase history. Signing up takes under a minute with Google or email.

Question 5

Where do I find my downloads after purchase?

Accepted Answer

Head to your account page and look for 'My photos'. All purchased photos are listed there with download links. You'll also receive a confirmation email with download links immediately after purchase.

Question 6

What resolution are the photos?

Accepted Answer

Photos are sold at full original resolution as uploaded by the event organiser. Most race photographers shoot at high resolution suitable for printing.

Question 7

Can I get a refund?

Accepted Answer

Because photos are digital downloads, we don't offer refunds once a photo has been downloaded. If you have a genuine issue such as a wrong photo or technical problem, please contact us and we'll look into it.

Question 8

The event I raced in isn't on PINNED. What can I do?

Accepted Answer

PINNED is growing! You can share the platform with your event organiser and point them to pinnedphotography.com/organisers. It's free for them to join.

Question 9

How do I get started as an organiser?

Accepted Answer

Go to your dashboard and submit an application. We review every application to keep PINNED to official events, and aim to respond within two working days. Once approved, you can create events, upload photos, and publish straight away.

Question 10

How much does it cost to list my event?

Accepted Answer

Nothing. There are no listing fees, no subscription, and no upfront costs. PINNED takes a commission on each sale. Your commission rate is shown in your organiser dashboard.

Question 11

How does bib tagging work?

Accepted Answer

When you upload photos, PINNED uses AI to read bib numbers automatically. You then review and confirm the suggestions in the event studio. It only takes a few minutes even for large uploads. You can also manually edit any bib number.

Question 12

Can I set my own photo prices?

Accepted Answer

Yes. You set the base price per photo in your event settings. You can also choose between a volume discount (price drops when buying multiple photos) or a flat price.

Question 13

How and when do I get paid?

Accepted Answer

By default, earnings are paid out on a 14-day rolling schedule once your balance reaches the £10 minimum threshold, straight to the bank account you register with us, no setup required. If you'd rather be paid automatically and faster, you can connect a Stripe account from your dashboard, and your share of each sale is transferred to you as soon as it's made.

Question 14

Can I switch between manual and Stripe payouts?

Accepted Answer

Yes. Connecting Stripe is entirely optional, and you can switch back to manual payouts at any time from your dashboard's Settings tab. Nothing about how you're paid is locked in. You're always in control.

Question 15

Can I delete an event or individual photos?

Accepted Answer

You can delete individual unsold photos at any time from your event studio. You can also delete an entire unpublished event as long as no photos from it have been sold. Events with sales cannot be deleted. Contact us if you need help.

Question 16

What happens if I upload a photo by mistake?

Accepted Answer

You can delete any unsold photo from the event studio at any time. If a photo has already been purchased, it can't be deleted. Contact us if there's a serious issue.

Question 17

Can I unpublish an event after it's live?

Accepted Answer

Yes, you can unpublish an event from your dashboard at any time. Unpublishing hides it from public view but doesn't affect existing purchases or downloads.

Question 18

Do I need to hold the rights to the photos I upload?

Accepted Answer

Yes. By uploading photos you confirm that you, or the photographers working with you, hold the rights and have permission to sell them. This is part of the organiser terms you agree to when applying.

Question 19

How do I change my name or email address?

Accepted Answer

Go to your account page. You can update your display name there directly. Email changes are coming soon. In the meantime, contact us if you need to update your email.

Question 20

I signed up with Google. Can I also set a password?

Accepted Answer

Currently accounts are tied to the sign-in method you used at registration. If you signed up with Google, continue signing in with Google. Password sign-in is available as a separate option when you create a new account.

Question 21

How do I delete my account?

Accepted Answer

Account deletion is coming soon as a self-serve option. In the meantime, contact us at hello@pinnedphotography.com and we'll process it for you within two working days.

Question 22

I'm not receiving emails from PINNED. What should I check?

Accepted Answer

Check your spam or junk folder first. Emails come from hello@pinnedphotography.com. Adding that address to your contacts should prevent future filtering. If you're still not receiving emails, contact us.

Question 23

Is my payment information stored securely?

Accepted Answer

PINNED never stores card details. All payments are processed by Stripe, a PCI-compliant payment provider. We only ever see the outcome of a transaction, not your card number.

How can we help?