Help & FAQ

There's no password. On the sign-in page, enter the email you gave your club or school and tap Email me a code. We email you a 6-digit code and a sign-in link. Enter the code, or tap the link in the email, and you're in.

Codes usually arrive within a minute.

• Check your spam, junk or promotions folder. The email comes from your photographer's name at photos@mail.fotopalsports.com.
• Check the email address on the screen is right. A small typo sends the code somewhere else.
• Tap Use a different email or send a new code to try again. If you've asked several times, wait a minute first.

Still nothing? Contact your photographer (details at the bottom of this page).

Tap Use a different email or send a new code and enter the right one. Use the email your club or school has for you: that's how we find your players. If you sign in with a different email you'll get in, but you won't see your players until you register them with your club code (see Adding my child) or ask your photographer to update your email.

Each code works once and only for a short time (the email says how long). Use the newest email if you asked more than once. If it still fails, ask for a new code.

No, not to look. The link in your "photos ready" message opens your child's gallery straight away. To order, we email a code to the address we have for you (shown partly hidden) so only you can buy. The link works until the gallery closes. Please don't share it: it's for your family only, and if it's opened on lots of devices we'll ask for a code before showing the photos.

Go to Register a player and enter the 8-character code your club gave you. Choose I'm a parent or guardian of a player, then add your child and their team. You can add up to 6 children in one go, and each child can be in more than one team.

At a school, use the 12-character code on your child's flyer at Enter a school code instead.

If your details match the club's list, your child is linked straight away. If they don't match, your club or your photographer checks first. That's to protect children: nobody can see a child's photos just by typing their name. If another parent or guardian already registered your child, they, the club or your photographer can approve you.

Add them all in the same registration (up to 6), or register another one later. They all appear under My players. If they play for different clubs, register each child with their own club's code.

Yes. Each parent or guardian signs in with their own email. The second one registers the same child with the club code and gets access once they're approved. You each see the same photos. Orders and downloads belong to whoever bought them.

Use the club code at Register a player and choose I'm an adult player registering myself. You're then the contact for your own photos.

You can fix a spelling when you order: choose Fix the spelling everywhere (see Names on products). For a wrong team or anything else, contact your club or your photographer.

Your picture-day reminder from your photographer has the details for your club. Usually it's full uniform, hair done, and arriving about 10 minutes early. Bring anything else your club asks for.

When you register, choose Can't make picture day for that team. You can then:

• book the catch-up day (your child is photographed then), or
• ask for a catch-up day if there isn't one yet (we'll tell you when it's set), or
• choose team photo only (no individual photos).

If your child is away on the day, they're listed as Absent on the team photo's names line, and you can still order the team photo.

A second photo session for players who missed their team's picture day. If you booked one, you'll get the details by email. Your child's individual photos from the catch-up day go into the same season's gallery.

Many studios take sibling, family or friends photos on the day: ask the photographer. A group photo shows in your gallery when your child is in it. At school sessions, you see a sibling photo only if you're a guardian of every child in it. Schools may also offer sibling photos at Enter a school code.

Yes. Coaches, team managers and other team staff are in the team photo with their role on the names line. They can register as team staff with the club code and order their own photos.

They can still be photographed on the day. Afterwards, register them with your club code and the same team so your photographer can check and link their photos to you.

Your photographer checks the photos (poses, backgrounds, names) before opening your season's gallery, so timing depends on the studio. When it opens, we email you, and your photographer may also send a text. The message has a link straight to your child's photos.

Check your spam or junk folder, then sign in with the email your club has for you: your players are under My players. If you can't see your child there, register with your club code, or contact your photographer.

You see the best shots the photographer chose of your child, the team photo for each of your child's teams, and any group photo your child is in. Blinks, misfires and other children's photos are never shown.

Gallery photos are lower-resolution previews with a "PREVIEW" watermark so they can't be copied. What you buy is the full-quality photo or print with no watermark.

Some studios show your child on a clean background in the gallery. That's checked photo by photo; until a photo has been checked, its preview shows the photo as it was taken. Products use the checked version.

Each season (or team) has its own gallery with its own photos and products. Use the season buttons at the top of your child's gallery to switch. Every season shows earlier seasons you bought from.

Your photographer's galleries stay open for 60 days after picture day, unless the studio set a different closing date for your season. Early-bird prices apply for the first 14 days. We remind you before the early-bird ends and before the gallery closes.

The previews come down. The chosen photos are kept securely in an archive for 2 years so they can be reordered, then deleted. Anything you've bought stays in Downloads until then.

Your photographer may let you restore an archived season from your child's profile. A restore re-opens that season for 7 days, for every approved guardian of your child.

After a season's gallery closes, its photos are archived. Contact your photographer to ask about getting them back.

It depends on what your photographer offers for your club, for example:

• prints in different sizes
• trading cards (front and back)
• name banners, posters, memory mates and magnets
• digital downloads
• packages (several products together at a package price).

Every product shows a live preview with your child's photo and name before you add it to your cart.

The card design decides. Usually the back is the same design for the whole team with your child's own details on it, like their name, number, position or height. Details come from your registration or picture-day check-in. The preview shows the front and the back. Cards are printed so the top is the top on both sides.

A package is a set of products at one price. Where a package has choices, you pick the photo (or product) for each part before adding it to your cart.

Some small prints are made several to a sheet, for example two 8×6 prints on one 12×8 sheet, ready to cut apart. The product description says when that's the case.

Team photos are print-only, to protect the privacy of every child in the team. (A studio can choose to offer a digital team photo.) You can only order the team photo for your own child's team.

Open the product and pick a photo (step 1). The preview updates straight away. Then check the name (step 2) and add it to your cart.

Yes. When you check the name you can:

• Use the name we have
• Fix the spelling everywhere (updates your child's record and future products; a change to a team photo's names line is checked by your photographer first)
• Use a preferred name on all my photos (e.g. "Jack" instead of "Jackson")
• Just on this product.

Long names shrink or wrap to fit; if a name still won't fit, we suggest a shorter version. Before paying you tick: "I've checked the name, number, team and product details. Personalised items print exactly as shown."

Only if you agreed to it when registering and the card design uses it. Most designs print the age, not the full date. You can withdraw that consent from the link in your confirmation email; the date of birth is then deleted straight away.

Add products to your cart and tap Pay. Payment is by card on Stripe's secure checkout, paid to your photographer. Apple Pay or Google Pay may be offered, depending on your device. Buy-now-pay-later isn't available. We never see or store your card details.

Yes. Prices are in Australian dollars and include GST.

Yes. After you pay we email an order confirmation showing what you bought, the total and the GST included. Your orders are also listed in Downloads.

For the first 14 days after the gallery opens, your photographer's products may cost less. The cart shows any early-bird saving. We remind you before it ends.

Some studios offer pre-order packages before picture day. Your order is filled automatically once your child's photos are ready. If your child then misses picture day, you can ask for a credit, a part refund or a team photo only, and your photographer decides.

If the payment didn't finish, you haven't been charged and your cart is still there. Try again from your cart. If you were charged but don't see your order, it can take a few minutes to appear; if it still isn't there, contact your photographer.

Prints are made after you order and checked before they're sent. We email you when your order is posted or ready to collect.

Delivery times depend on the product and how your photographer sends orders. Contact your photographer if you'd like an estimate for your order.

Some clubs and schools have orders delivered to them for families to collect.

If your order is going to your club or school, your photographer or your club will tell you when it's ready to collect.

In Downloads, straight after you pay. For a pre-order, they appear as soon as the photos are ready.

You get the finished, edited photo. Where your photographer offers it, you can also download the original photo as it came from the camera.

Each download button makes a fresh link that works for 24 hours. Come back to Downloads any time for a new one; there's no limit on how many times you download. Downloads stay available while the season is archived (2 years after the gallery closes), so save a copy somewhere safe.

Tap Download. On iPhone, tap the share icon and then Save Image (or save it to Files). On Android, it goes to your Downloads folder or Photos app.

Your rights under Australian Consumer Law always apply.

Contact your photographer with your order number and they'll explain the options. Your rights under Australian Consumer Law always apply.

If a print is damaged, faulty or not what you ordered, let your photographer know with your order number.

Contact your photographer with your order number and a photo of the problem, and they'll sort it out.

Open Downloads, find the order and tap Report a problem with this order. Choose what went wrong and your photographer gets it straight away. The page also shows how many days posted orders usually take, and the tracking number if your order was sent with one. If your photographer sends a replacement, it appears as a new order with the same number and "-R1" on the end.

Personalised items print exactly as shown in the preview you ticked, so check your order confirmation first. If what arrived doesn't match it, contact your photographer with your order number.

Your child's individual photos can be seen by their approved parents and guardians and by your photographer's staff. A team photo can be seen by the families of that team. Your club may see team photos and hero photos for club use if your photographer allows it, and every view is logged. Galleries aren't public and aren't shown in search engines.

FotoPal Sports' database (accounts, players and orders) is hosted in Sydney. Photos are kept in cloud storage placed in the Oceania region. Some services we rely on, such as card payments and email delivery, may process information outside Australia. Your photographer chooses whether photo processing (like background removal) happens only in Australia.

Previews come down when the gallery closes. Photos that weren't chosen are deleted soon after. Chosen photos are archived for 2 years, then deleted. Order and consent records (no photos) are kept for longer, as the law requires.

When you register you agree to your child being photographed. Club promotion, marketing emails, marketing texts and printing a date of birth are separate choices you can leave unticked. To stop marketing messages, use Manage preferences or Unsubscribe at the bottom of any email. To withdraw date-of-birth consent, use the link in your confirmation email.

Tell your club and your photographer before picture day, and don't send your child to the photo session. If they've already been photographed, contact your photographer.

Yes. Contact your photographer and say which photo and why; they can take it out of the gallery. For a team photo, the studio decides with the club, because it belongs to the whole team.

Contact your photographer. They'll delete what they can and tell you what must be kept (for example, records of a purchase).

No. Photos are matched to players by the photographer and staff on the day, not by face recognition.

Yes. The gallery works with screen readers, a keyboard, larger text sizes, dark mode and reduced motion. If something is hard to use, please tell your photographer and we'll fix it.

See Contact at the bottom of this page. Please include your child's club and team and, if it's about an order, the order number. Don't send photos of your child or their date of birth by email.

FotoPal Sports runs the gallery and checkout for your photographer. Your photos, orders and prints are your photographer's, so they're the best people to help.