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

Which currency will I pay in?

Accepted Answer

You pay in the currency of the event you are buying from, shown on every price and at checkout. Events are currently priced in pounds (GBP), US dollars (USD), euros (EUR) or Australian dollars (AUD). If your card is in a different currency, your bank may add its own exchange charge, which PINNED does not control.

Question 8

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 9

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 10

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 11

Which currencies do you support, and who pays conversion fees?

Accepted Answer

Your event is set up in the currency of the country it takes place in: GBP for the UK, USD for the US, EUR for Ireland and other euro countries, and AUD for Australia. Photo prices, sales, reports and payouts are all in that currency. PINNED pays any currency conversion fees, so they are never taken out of your earnings. Charges made by your own bank are outside our control.

Question 12

Is there a step-by-step guide for organisers?

Accepted Answer

Yes. The organiser guide walks through every step, from getting approved and creating your event to uploading, bib tagging, publishing and getting paid, with pictures. You can read it at pinnedphotography.com/organisers/guide, and approved organisers will also find it under the Guide tab in their dashboard.

Question 13

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, which is 30% as standard. Some organisers agree a different rate with us, and your own rate is always shown in your organiser dashboard. Payment processing fees are paid by PINNED, not taken from your share.

Question 14

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 15

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 16

How and when do I get paid?

Accepted Answer

Payouts are made every Monday through Stripe. A sale is paid once 7 days have passed since the event and since the sale, so your first payout comes 7 to 13 days after the event (usually 8 to 9 days for a weekend event), and payouts then continue weekly for 12 months. A payout is made when your balance reaches £5; smaller balances carry forward. Every payout comes with a remittance advice listing exactly which sales it covers.

Question 17

Do I need a Stripe account to be paid?

Accepted Answer

Yes. You connect one from your dashboard's Settings tab, and it takes a few minutes. Stripe collects your bank and identity details securely on its own pages, so PINNED never sees or stores them.

Question 18

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 19

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 20

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 21

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 22

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 23

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 24

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 25

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 26

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?