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Frequently asked questions

Q. Forgot Member Name/Password
A. If you've forgotten your member name or password, you can retrieve them here.

Q. Lost/Expired Credits
A. If you've noticed that you had credits in your account that are no longer there, they may have expired.

»  Lifeographies credits are valid for 1 year from the date of purchase. We will send you an email notification prior to your credits expiring.
»  If you are unable to use your credits before they're due to expire, simply contact Support and one of our representatives will be more than happy to extend the expiry for you.Subscription credits expire daily.


Q. Problems With Download
A. Lost Downloads

» If you experience download problems, please contact Support with the file number and we'll email the file to you or refund your purchase to the payment method originally used.
»  If you've paid for a file with credits, you can re-download that file at no additional cost at any time from your account's "Download history" by clicking on Download.
»  If you’ve downloaded a file with subscription credits, you re-download it from your download history as long as your subscription remains active.
»  File Not Usable (Corrupt, Blurry, Etc.)
»  If you download a file that is not is not usable (corrupt, blurry etc), simply contact Support with the file number and your concerns. We'll refund your purchase to the payment method originally used and re-evaluate the image.


Q. Keep Getting Signed Out
A. If you keep getting signed out of Lifeographies and have to sign in again, your site cookie has probably expired. This happens automatically after 24 hours of inactivity.

Q. Internet Explorer Issues
A. Internet Explorer 8 users sometimes experience issues while signing into their accounts.After entering their member name and password, these users are then being sent back to the previous page and asked to sign in again. The following instructions should fix the problem:

»  Select 'Tools' > 'Compatibility View Settings' add http://www.lifeographies.com, click on 'Close'
»  Select 'Tools' > 'Internet Options' > SECURITY tab > set it to MEDIUM. Click on 'Trusted Sites' (green check mark) and click on SITES. Add the following: http://www.lifeographies.com - click ADD. Close.
»  Go to the GENERAL tab and under 'browsing history' click DELETE, then select 'Temporary Internet Files' and 'Cookies'; click on DELETE. Let the browser empty its cache. Restart your computer.
»  If you do not have Firefox installed on your computer please download the free version and use it to browse/download on Lifeographies.


Q. Can't Find a File?
A. If your search has yielded zero results, it most likely means you're being too specific (or you're searching for something really unusual). Try removing keywords from your search, or changing some of your refinements to generate more matches.

Q. Refunds
A: You may ask for a refund of your purchase within 30 days from the purchase date. Please note that refunds will only be permitted if the plan you purchased (whether credits or subscription) has not been used to download any Media.
»  If you have downloaded a piece of Media that has technical flaws, please contact us for a refund of credits used for downloading the Media. If you are not able to download a particular piece of Media, we will refund the credits used to purchase that piece of Media, provided that Lifeographies determines you have been unable to download the Media successfully. If several credits are deducted from your account, due to multiple unsuccessful attempts of retrieving the file, you should email support for a refund of the extra credits. Downloads will not be refunded if more than 7 days from the download date have passed.


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