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.

iStock 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.

If you've paid for a file with iStock credits, you can re-download that file at no additional cost at any time from your account's "Download history" by clicking "Download". If you’ve downloaded a file with an image subscription, you re-download it from your download history as long as your subscription remains active.

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 iStock 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:

  1. Select 'Tools' > 'Compatibility View Settings' add http://www.istockphoto.com, click on 'Close'
  2. Select 'Tools' > 'Internet Options' > SECURITY tab > set it to MEDIUM. Click on 'Trusted Sites' (green check mark) and click on SITES. Add the following: https://secure.istockphoto.com - click ADD. Close.
  3. Go to the GENERAL tab and under 'browsing history' click DELETE, then select 'Temporary Internet Files' and 'Cookies'; click on DELETE. Let the browser empty its cache. Restart your computer.
  4. If you do not have Firefox installed on your computer please download the free version and use it to browse/download on iStock.

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.


Refunds

Image subscription refunds
Refunds for image subscriptions can be made within 14 days of your invoice date, provided you have not downloaded more than 5 images and have not made use of any downloaded images.

Credit pack refunds
Refunds for credit pack purchases can be made within 14 days of your invoice date, provided you have not used any credits from the credit pack.

File download refunds
iStock does not offer refunds or re-credits for downloaded files. File returns will only be considered based on technical issues with the file at the sole discretion of iStock.


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