| Section 9 |
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Frequently asked questions |
| GENERAL » 01 I have trouble signing up. » 02 I have trouble receiving your e-mails. PRICING AND PURCHASES » 03 What are your prices? What are credits? » 04 What payment options are there? » 05 My credit card was declined. » 06 I paid via Paypal, where are my credits? » 07 How long do bank transfer take? » 08 How can I get an invoice for my purchase? » 09 Do credits expire? DOWNLOAD ISSUES » 10 I have trouble downloading files. » 11 Can I download my whole lightbox? » 12 Why aren't the files 300DPI? » 13 Can I use the files for...? SUBSCRIPTIONS » 14 When does my subscription expire? » 15 How can I cancel the auto renewal function? » 16 How many images can I download with my subscription? » 17 Can I share my account with someone in my office? » 18 Can I use the images after the subscription expired? FOR CONTRIBUTORS » 19 Why were my images rejected and what to do? » 20 What are model and property releases? » 21 How long does it take to get my images approved? » 22 What's the fastest way to upload my work? » 23 How do I get paid and how long does it take? » 24 I have trouble using the FTP. GENERAL 01 I have trouble signing up. After the sign up process you should receive an e-mail from us with an account activation link. By clicking on the link or copy pasting it to your browser you can activate your account and sign in. If for some reason the e-mail doesn't arrive you can request it again by clicking on Forgot pass on the left, or please contact our Customer support. 02 I have trouble receiving your emails. We know that our customers are often on a tight deadline, so our Customer support does its best to reply all user enquiries within a workday or so. However, some of our replies never reach their intended destinations due to spam filters, firewalls, typos or other issues. If you sent us a message through the online form, but haven't received an automatic confirmation, please try again! PRICING AND PURCHASES 03 What are your prices? What are credits? The images you see on the site can be downloaded using so called download credits (marked by  ). 1 ~ $1 (USD). Credits come in packages, and the more you buy the more you save. We also offer subscriptions. For more information on this please see the Prices and packages section of our Help.
04 What payment options are there? For available payment options please take a look at the Payment methods section of our Help. 05 My credit card was declined. We are very sorry, but we since we do not process payments ourselves, we cannot help. You may try using a different payment processing service (e.g. switch from Worldpay to Paypal) or a different payment method. For more payment options please take a look at the Payment methods section of our Help. 06 I paid via Paypal, where are my credits? E-check payments: Credit card payments are instant on Stockxpert. However, if you use the so called e-check payment method on Paypal, it may take several days till the payment arrives to our account. If you need download credits urgently, please choose a different method. If you have sent an instant payment and there are no credits on your account, please contact our Customer support. Communication delays: When credits are purchased through Paypal, Stockxpert relies on Paypal to tell us about the purchase. Sometimes there is a delay in this communication. As soon as Stockxpert learns about your purchase, your credit balance will increase. If you have recently purchased credits and have not received them, please contact our Customer support. 07 How long do bank transfers take? Bank transfers may take a few days to complete and since we check incoming transfers every Monday, you will have the credits on your account in a week or so. If you are in a hurry, please make sure you wire the money in time and put the invoice number in the comments/messages field to help us identify your payment quickly. If you have been waiting for over two weeks, please contact our Customer support with the details of your payment. 08 How can I get an invoice for my purchase? Please go to My account / Balance and click on My purchases in the right column (at the same place where you can buy credits) and you will find printable PDF invoices for all your purchases. 09 Do credits expire? Credits do not expire. DOWNLOAD ISSUES 10 I have trouble downloading files. If for some reason the file save dialog does not appear on the download page within a few seconds, don't worry, just click on the direct link to the file. (You may have software installed that blocks pop-ups, or other browser related settings may prevent the save dialog from appearing.) If the file you downloaded seems to be damaged, please try getting it again (it's free to get it again within 3 hours), and if it still looks damaged please contact our Customer support so that we can fix the file and/or give you a refund. You can use our site with confidence. No credits will be lost! Need more info about downloads? Click here! 11 Can I download my whole lightbox? Yes, you can. Just click on the Download all button at the top of the currently active lightbox and select the sizes you need. You will get the images in a zip file, which can be downloaded from our FTP server. For more information, click here. 12 Why aren't the files 300DPI? The term DPI alone doesn't make any sense on screen. An image can be 72DPI, 300DPI or any DPI at the same time. What matters is the SIZE of an image at a certain DPI value, because if you change the DPI, the printing size will change too. Usually 300DPI is used in print, so what you need to know is the printing size at 300DPI. You can find this under the image preview. Don't worry if Photoshop says 72DPI, it doesn't matter. Change the resolution at Image Size and you will instantly see the proper printing size. 13 Can I use the files for...? Please see our Image License Agreement for standard permitted and prohibited uses. We also have a set of extended licenses for certain uses that are not covered by the standard license. If you are still unsure, please feel free to contact our Customer support. SUBSCRIPTIONS 14 When does my subscription expire? You can check the expiration date in the upper right corner of the website. 15 How can I cancel the auto renewal function? Please contact Customer support to have auto renewal turned off in your account. 16 How many images can I download with my subscription? You are permitted to download up to 25 images per day from Stockxpert during the term of your subscription. We kindly ask you to refrain from stockpiling files. 17 Can I share my account with someone in my office? No, you are not permitted to share your username and password with anyone! We have a compelling multi-seat licensing offer for small, medium, and large businesses. Please contact Customer support to discuss your options. 18 Can I use the images after the subscription expired? Yes, you are permitted to use any images that you have downloaded and used during the term of your subscription after your subscription expires. We grant you a traditional non-exclusive, worldwide and perpetual license for images that you have used. However, you may only continue to use the image(s) in the same product or service that they were incorporated in during the subscription term. Any images that have been downloaded and not used during the term of your subscription are not permitted for first use after the subscription expires. This would be considered stockpiling and in violation of our Licensing Agreement. FOR CONTRIBUTORS 19 Why were my images rejected and what to do? For specific rejection reasons please click on the orange buttons at My images. In most cases images get rejected because they are either too blurry or too noisy, or they are good qualitywise, but our customers would not find them interesting. Please make sure you read our photo and graphics upload rules and metadata guidelines before uploading your images. You can also check our most popular files to see what kind of images sell well. This way you'll save a lot of time for yourself and the review team. Thank you! 20 What are model and property releases? A model release is a signed legal document from your subjects giving you permission to use and sell their photos. Don't be mistaken, this is not just for professional models, anyone or anything that is the subject of an image (even vector art) is considered to be a "model". Property releases are similar documents. You need them if you want to upload pictures taken of certain places such as landmarks, office buildings, or even someone's home. Click here to learn more! 21 How long does it take to get my images approved? Usually it takes a few days, depending on the amount of images in the queue. We have to go through all submissions very carefully for quality and legal reasons. Artist applications take longer, usually about a week. 22 What's the fastest way to upload my work? The fastest and most convenient way to upload your work is through our FTP server. Just copy your files on it and use our Bulk editor to assign model releases and add descriptions. If you use IPTC data, it's even easier! You'll find more info on uploading here. 23 How do I get paid and how long does it take? We use two well known money transfer services, Paypal and Moneybookers, or you can request a check by mail. Electronic payment requests are usually processed within 3 workdays. Check requests are processed at the beginning of each month and the checks are sent out at the middle of the month. We strongly encourage the use of Paypal or Moneybookers for fast and reliable payments. 24 I have trouble using the FTP. If you cannot connect to our FTP server, please make sure that
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