Frequently Asked Questions

1. I received an access card with an access code - how can I order my photos?

If you have received a access card with a personal access code, go to the "Login" page here..https://www.alyciahollandphoto.com/login, enter the access code and click on "Open Your Album."

2. I received an email with login information - how can I order photos?

After you have placed an order or registered with the online shop, you will receive an email with login credentials. Using your email and the new password, you can use the "Customer Login" to enter your personal gallery, order photos, and check the status of your orders. If you do not remember your password please request a new one.

3. I lost my access code, how can I retrieve it?

If you’ve lost your child’s school, sports or dance photo access code. Please select 'Find Your Access Code' uner the menu options on the home page.

PLEASE NOTE: For security purposes a Student ID Number is required to retrieve your student’s school photo access code. This number can be found in your parent portal (bsd1) or FACTS family(Central) apps. Alycia Holland Photography cannot provide Student ID Numbers. If you are unable to locate it in your parent portal apps, please contact your student's school directly for assistance.

4. Is it possible to place a single order for multiple siblings?

Yes! Click on "Did you get another access code?" under the main menu "Login". You can enter up to five access codes at the same time. This way you will have access to all available photos. You can combine the order and save on shipping costs. However you must order a package per access code/child or you will not be able to continue to checkout. 

Please Note: If your children attend different schools and one school’s free shipping period has ended, a shipping fee will apply.

5. Do I need to order a package before ordering additional prints/products?

Yes. As a small business, I’ve set up the ordering system to keep things efficient and sustainable. Packages include the class or team photo and offer the best overall value. Requiring a package first ensures fair pricing, helps cover production costs, and allows me to continue offering quality photography to all families. Once a package is selected, you can still add individual items. I truly appreciate your support and understanding!

6. I have already placed an order that included a package but forgot to add additional prints.

Yes! If you have already purchased a required package, you may place an additional order for individual prints without purchasing another package.

Important: You must be logged into the same customer account/email address used for your original order so the system can recognize your previous package purchase. Simply entering your access code without logging in may prompt you to purchase another package.

Log into your account using the email address from your original order, then access your photos and add the additional items you would like to purchase.

Link to log in...

https://alyciahollandphoto.com/login

7. Does the Digital Download Package for Dance Photos include all access codes/siblings photos as well?

No. If you have multiple codes (siblings) you will have to order one Digital Download Package per access code/dancer. 

8. I ordered Digital Downloads for my Child's School, Sports, Dance Photos-does this include the group photo as a digital download as well?

No. When you order the digital download, whether in a package or an add on, you will have to order the group photos seperate in the "individual products" section as a print or choose a package with a group photo print included. This is due to copyright rules and privacy for other children in the group. For this reason, the group photo is only available as a physical print. If the image is needed for a website, program, or similar purpose, I can provide a digital copy with my watermark. The original file cannot be provided for personal use.

9. Where can I see the status of my order?

The easiest way is to click the link within your order confirmation email. Alternatively, you can log in with the password and email address you received via email. Once you’ve logged in, your order details can be found under "My Account."

10. How long will the delivery take?

The delivery time depends on the payment, the products you’ve ordered, and delivery method. The payment must be confirmed before your order can be processed. Orders which include free shipping to schools are processed in bulk 5-10 business days after the order deadline. Delivery time may also vary depending on the type of products ordered.

11. I received my order but I am missing photos.

Before anything else, please check with your child and their teacher to make sure the photos are not still in their school desk, locker, or backpack. If you have more than one child, please also check all photo packages, as sibling orders may sometimes be packaged together.

Please check your order within 15 days of receiving your photos. If you contact Alycia after the 15-day period, you may be responsible for any shipping costs associated with replacement photos. Archived photos may not be eligible for replacement.

If you have checked the above and believe photos are missing from your order, please log into the customer account used to place your order and submit a help request for that order. If you are unable to submit a request through your account, please contact Alycia directly.

12. Is the logo (watermark) going to be removed from the image?

Of course! The watermark is only used to protect my work against illegal downloads.

13. What is the quality of prints, posters, etc.?

We are committed to offering only the highest quality. If you are not satisfied with the quality of your photo products, please feel free to get in touch. We are devoted to your satisfaction.

14. Can I crop the images?

Yes. You will find this option within the shopping cart. If you crop the image, an enlargement of the selected area is created. Look for the stars which indicate whether the photo's resolution is sufficient for the enlargement.

15. Can I change my background selection for School Photos after my order has been placed?

No. Once your order has been processed and payment has been made, the background cannot be altered.

16. Does Alycia do re-takes or a make-up day for school photos?

Make-up day at the school is reserved for students who were absent on the original picture day. I do not return to the school for retakes.

If you are unhappy with your child’s photo, please contact Alycia before placing an order. I’m happy to discuss your concerns and determine whether an adjustment to the image or a retake at my studio would be the best option.

Please do not place an order if you are planning to have your child’s photo retaken. Because all photos are available to view before purchasing, orders placed for the original image will not be refunded or replaced due to a later retake. A new order may be placed once the retake image is available.

17. Page is not loading while trying to check out?

Issues with online payments can arise from various factors ouside of Alycia Holland Photography's control. Possible reasons might include temporary glitches in the payment gateway, internet connectivity issues on the customer's end, security settings, or even occasional server problems. The issue can also be on the bank's side. Their server being down or there are security measures in place that are preventing transactions. In this case you will have to contact your bank. The server that processes the payment might be experiencing issues as well. 

Alycia Holland Photography has no control of troubleshooting this issue. If this is a known issue on the website's end Alycia will communicate this with customers.

To troubleshoot the issue, you can try the following steps:

If you're currently using a computer, consider switching to a mobile phone. Also, try turning mobile phone WiFi off. However, if you're using an Android phone, please try using a computer or an alternative device. We're aware of an issue affecting orders placed via Android phone and are actively working to resolve it.

Please exit the page, log comletely out and try again.

Check your internet connection or try a different browser.

Clear Cache and Cookies. Sometimes, browser issues can affect payments.

Disable Ad Blockers. Ad blockers might interfere with the payment process; disabling them temporarily can sometimes help.

If you are on a work computer your company may have Firewalls set up to block you from processing your payment.

Ensure you have sufficient funds in your bank account as well as the payment details are entered correctly.

Verify if your bank has placed any security holds on your account.

Try a different credit/debit card or payment method if available.

Contact your bank to inquire about any issues from their end.

18. I purchased Digital Downloads but did not download my images by the expiration date. Can I still get the imges?

Please contact Alycia directly. If the images are still available but have been archived, a $25 re-upload fee will apply. Archived images are not retained indefinitely, and retrieval is not guaranteed. Please download and securely save all purchased digital images before the gallery expiration date.

Photo Retention: School portrait images and galleries are retained for a limited period following picture day. Availability of images from previous school years is not guaranteed. Parents are encouraged to place all desired orders during the current school year.

19. I missed the Archival deadline to place my order.

Please contact Alycia directly. If the gallery is still available, it may be temporarily reactivated for ordering. A $25 un-archival fee will apply. School photo galleries are retained for a limited time, so reactivation is not guaranteed. Once a gallery has been permanently removed, photos can no longer be ordered.

20. I received an Error message when typing in my access code.

If you type in your Access Code and received an error please first check the spelling is correct.

If you have already logged in with the same access code and you are logging in a second time and still receive the Error message. This might be because you are still logged in from your previous session, and did not log out completely. If this is the case, in the top right hand corer of the screen you will see 'My Account' tab. Click on this tab and select, My Photos. You can also click on 'To My Photos' underneath 'Open Your Album' tab. 

21. Security software blocking the site OR receiving 'can't reach this page' message.

Please make sure you are typing in https://www... which ensures safe, encrypted connections. 

If you receive a message such as “Can’t reach this page” or notice that Norton or another security program is blocking the website, this is typically caused by your device, browser, or network settings, not the website itself.

The SSL certificate on Alycia's website is active and functioning properly. The site is showing as secure, which means the SSL certificate is correctly enabled.
If Norton or any other security software is blocking access, it may be due to a setting or cache on your end or within their systems. Sometimes, such software may block websites due to outdated data or specific local settings. Alycia cannot troubleshoot this for you. It is recommend that you clear your browser cache and ensuring your security software is up to date. If the issue persists, contacting your security software support directly could provide more insight into why this is happening.

If you are receiving 'can't reach this page' message, it could be due to several reasons: 

1. Network or ISP Issues – Their internet service provider (ISP) might be blocking access to the website, or you could have a weak connection.

2. Firewall or Security Settings – If you're on a corporate or school network, firewalls or security software might be preventing access.

3. Browser Issues – Your browser might have cached an old or broken version of the page. Clear your browser cache or try a different browser.

4. DNS Issues – your device may be struggling to resolve the website’s domain name. Try restarting your router or switching to Google’s public DNS (8.8.8.8 and 8.8.4.4).

5. VPN or Proxy Interference – If you are using a VPN or proxy, it could be blocking the connection. Disable it and try again.

6. Server-Side Restrictions – If the website has country or region-based restrictions, your location may be blocked.

If you still can’t access the site, please try using a different internet connection (e.g., switching from Wi-Fi to mobile data). 

22. How are student photos and personal information protected?

Student photos and information are handled securely and used only as necessary to provide school photography services and fulfill school-approved purposes. Only the minimum information necessary to identify students, provide access to their photos, and fulfill orders is collected and used.

23. How is student data privacy protected?

Alycia Holland Photography follows applicable student privacy requirements and the data privacy requirements established by participating schools and districts. Student information is used only for authorized school photography purposes and is not sold or used for unrelated advertising or marketing.

24. What platform do you use to manage student photos?

School photographs are managed through a professional, password/access-code protected photography platform. Individual student galleries are not publicly searchable, and access is limited through each student's unique access credentials.

25. Who can see my child’s photos?

Student photos are not displayed in publicly searchable galleries. Access to individual student photos requires the student's unique access credentials. Parents and guardians should keep this information private and share it only with people they authorize to view or order their child's photos.

26. How long are student photos and data kept?

Student photos, galleries, and associated information are retained only for a limited period as necessary to provide school photography services and fulfill contractual and student data privacy requirements. Previous school-year galleries and images are not guaranteed to remain available. Parents are encouraged to place orders and download purchased digital images during the current school year.

27. How are student photos used?

Student images may be used to provide school photography services, including parent/guardian viewing and purchasing, and for school-authorized purposes such as yearbooks, student information systems, identification cards, or other school-approved uses when applicable. Student photos and information are not sold or used for unrelated advertising or marketing purposes.

28. Why choose a local school photographer?

Working with a local photographer means direct accountability, transparency, and community trust. Schools and families know exactly who is handling their students’ images and how they are being protected.