Loading...

Support

Managing Your Account - Frequently Asked Questions

Updating Personal Information

To update your address or contact information, sign in to your account and click on the 'My Profile' link at the top of the screen. Then click on 'Profile'. On the right side of the page under 'Edit My Profile', click on 'Edit Profile Info & Photo'.

 

Changing Member Name

If you want to change your member name, simply contact Support and include the new member name you would like to use.

 

Changing Password

It is suggested you change your password every 6 months. A good password should be something memorable that doesn't include any personal information (your birthday, phone number, etc.).

Passwords must be at least 8 characters long and contain at least one letter AND one number. Your password cannot contain your email or member name.

To change your password, sign in to your account and click on the 'My Account' link at the bottom of the screen. Then click on 'Profile'. On the right side of the page under 'Edit My Profile', click on 'Change Password'.

 

Viewing Receipts/Download History

To view information relating to your account activity, click on the 'My Account' link at the bottom of the screen to see a list of options. To view your receipts, click on 'Purchase History' and to view a list of the files you've downloaded, click on 'Download History'.

 

Viewing Credit Balance

When you sign in to your account, your remaining Prepaid Credit balance will appear at the bottom of the screen beside the word 'Credits'.

If you have both Prepaid Credits and a Subscription in your account, you will need to click on 'Credit Status' to view your credit balance. This will take you to your profile page. Open the 'Financials' tab to see the remaining balances for your Prepaid and Subscription credits.

 

Downloading Files - Frequently Asked Questions

Downloading Files

Once you find a file you want to download, simply click on the thumbnail to go to that file's detailed information page. From this page, you'll be able to view the pricing and select the sizing and licenses you'll require.

Downloading with Standard Pricing

To download files using our Standard Pricing, simply add the files you want to your shopping cart and pay with your PayPal account.

Once your transaction is confirmed, you'll arrive at the file download page. For each file you've paid for, click "Download" to save the file to your computer.

Downloading with Prepaid Credits

To download files using our Prepaid Credits, you need to have credits in your account. If you don't have enough credits, you'll have to buy more credits before proceeding.

Go to the file's detailed information page to select the correct size and license type before clicking "Download This File".

You'll be prompted to accept the license agreement, which you must do before proceeding to the file download page. Once here, click "Download" for your file and retrieve it from where you've saved it.

Please Note: You can re-download a file at any time at no additional cost by returning to the file's detailed information page.

 

Re-Downloading Files

You can re-download any file you've ever purchased at any time at no additional cost, as long as the file is still available for sale.

Simply return to the file's detailed information page. The cost for the file you've purchased will show as 0. Click "Download This File" to re-download the file to your computer.

There is no time limit for re-downloading content from iinStudio.

 

Can't Find Downloaded Files

After clicking 'Download', your browser should prompt you to save your file automatically. If your browser does not prompt you to save your file, you haven't actually downloaded anything.

After you download your file, it may be saved to your desktop, a specific downloads folder, or the last place you saved a file, depending on your browser and your preferences.

Internet Explorer: typically lets you choose where to save a file. If you do not select a folder, it will default to the last place you saved a file.

Firefox: saves files to your desktop unless you've specified otherwise in the preferences.

Safari: will generally send images to your downloads folder or your desktop. This can also be set in the preferences.

Chrome: saves files to your downloads folder unless otherwise specified.

You can re-download a file at any time at no additional cost by clicking "Download Again" from the download page or by returning to the file's detailed information page.

 

Problems with Download

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.

Please note: you can re-download a file at any time at no additional cost by clicking "Download Again" or by returning to the file's detailed information page.

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.

 

Troubleshooting - Frequently Asked Questions

Forgot Member Name/Password

If you've forgotten your member name or password, you can retrieve them here.

 

Lost/Expired Credits

If you've noticed that you had credits in your account that are no longer there, they may have expired.

Prepaid 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.

 

Problems with Download

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.

Please note: you can re-download a file at any time at no additional cost by clicking "Download Again" or by returning to the file's detailed information page.

 

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.

 

Keep Getting Signed Out

If you keep getting signed out of iinStudio and have to sign in again, your site cookie has probably expired. This happens automatically after 24 hours of inactivity.

 

Internet Explorer Issues

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:

Can't Find a File?

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.

To get the most out of our search, please review our Search Tips.

 

Any other support Email : info@iinstudio.com