How do I get an account number?
Your photographer would have supplied you with an account number. By this, we know that your photographer is using a professional system and has tested the compatibility of his/her image settings with our professional, quality, colour managed system. If you do not know your photographers account number you can simply ask them for it or you can let us know their business name and we can supply it for you.
How long will it take for me to receive my order?
It will depend on the products you order and the shipping option you select. Your order will be sent once every item is completed.
Processing turn around:
Photographic Prints 1-2 working days
Fine Art Paper Prints 2-3 working days
Canvas and Mounted Prints 5-6 working days
Acrylic, Aluminium and Framed Prints 10 working days
Delivery turn around:
Courier – Next Day Service (Greater Brisbane Region Only)
Australia Post eParcel – allow aprox 5 working days
Australia Post Express – allow 2 working days
For a more accurate estimated deilvery time to your location please visit www.auspost.com.au
Do I have to resize my images?
No, as long as your photographer has supplied you with high resolution files (usually at least 2000x3000pixels) we can produce professional quality images.
Can I get photos from my camera phone?
Yes, just transfer your phone photos to your computer and order as you would any other image. Remember, your camera phone is not a professional quality camera and should have at least a 5 MP camera if you want 20x30cm (8×12″) prints or larger.
My order says ||payment erred|| when I know my credit card details are correct and there are sufficient funds...
If you update your Mac operating system then this should fix the problem.
Alternatively if you don’t want to update your Mac, we recommend updating java on your mac through here: https://www.java.com/en/
Then restart your computer, and download this version of our software: http://www.softworksroes.com/ROES/labs/MyProPhoto/launch.jnlp
This version of the software is controlled by Java so if Java is removed from your mac or not updated then the software won’t work.
Mac Error: ||Cannot open software from an unidentified developer”
Click on the apple in the top left have corner, go to System Preferences>Security & Privacy>General and change the following setting:
Under the section labeled Allow applications downloaded from:, select Anywhere. On the prompt that appears, click Allow From Anywhere.
When I click 'Add Images' all the photos in my folder are greyed out...
When you click ‘Add Images’ MyProPhoto wants you to choose the folder containing your images – not the individual files. Navigate to the folder containing you photos, highlight the folder and then click ‘Open’ this will import all of the images from that folder into the ordering window. Only .jpegs and some configurations of .tiff files can be imported.
How do I know my order has been successfull?
You will receive two emails once your order has been placed. The first will be a payment confirmation and the second will be an order confirmation. When you have received both emails your order has been received successfully.
I have not received my order confirmation email...
If you do not receive your second order confirmation email, please check the following before contacting us:
- Check that your credit card payment has been approved in the payment confirmation email.
- Make sure the MyProPhoto Online Ordering Software was not shut down prior to the upload being complete.
- If you are ordering images from an external device like a USB or CD, make sure these are not removed until the upload is complete (or change file locations during the ordering process).
- Click “Show Order” next to the upload to confirm your email address was entered correctly.
If you are concerned your order has not been received, please contact us to discuss further.
My upload seems stuck and will not progress...
Check to make sure your internet is connected and if it is, the next thing to check would be to see if you have a firewall enabled that is preventing the software from uploading.
If you are ordering images from an external device like a USB or CD, make sure these are not removed until the upload is complete (or change file locations during the ordering process).
Why does my shopping cart total have an extra $5.00?
My Pro Photo has a minimum order of $10.00. Once your order totals more that $10 worth of product the $5.00 invoice charge will disappear. The invoice charge is there to cover the costs involved in processing the order.
Is MyProPhoto available to use on mobile devices?
At this stage, no. If you are interested in using MyProPhoto on your mobile device please let us know. If there is a high demand – we may get to it sooner than anticipated!