Any order without valid payment, including an expired credit card, declined credit card, or missing credit card information will automatically be placed on hold and a hold notification email will be sent to the email address on file. 

A hold means that the order may be canceled up to 48 hours before the scheduled appointment date, if valid payment is not received after 3 attempts to contact the agent have been made. If the appointment was not canceled, the photos will not be available for download until payment is received. 

If you are experiencing a hold on a specific order, you can contact our Client Experience team to make a payment and resolve the issue. The team can be contacted at 866-599-7526 or

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