Technical Info FAQ's

Registration & Logging In

  • How do I register?
  • How do I login?
  • Do I have to register at all?
  • I am a registered user, why can't I purchase images?
  • Who do I call if I am still having problems?


  • Searching

  • Why does my search show no results?
  • Why can't I find a particular image from a catalog?
  • I need help searching. Can you give me a few tips?
  • Who do I call if I am still having problems?


  • Lightboxes

  • I created a lightbox a month ago. Where did it go?
  • How do I enlarge images in my lightbox?
  • How do I buy images in my lightbox?
  • Who do I call if I am still having problems?


  • Downloading

  • How do I download a file?
  • How long do I have to download a file?
  • How do I get back to my download page?
  • Why can't I find the file I just downloaded?
  • I don't want to download a file, can you just send it to me?
  • Who do I call if I am still having problems?


  • Back to FAQ


    How do I register?

    The process for becoming a registered user is relatively simple and easy to do. From any SuperStock.co.uk web site page, click on the link marked Register in the upper right-hand section of the page. You'll then be carried to the New User Registration screen. From here, scroll down and fill in all of the required fields under the New User Registration section. When you're done filling out the form and reading the Terms and Agreements, simply click the Accept button to complete the Simple Registration Process.


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    How do I login?

    To login to the SuperStock.co.uk web site, simply click on the link marked Login in the upper right-hand section of any page. You will be taken to the Login Screen and asked for your username and password. After inputting your username and password, click "Sign In" to complete the Login process. You are now able to access all the features and privileges of your SuperStock account. If you've registered properly and your browser supports cookies, you should not have to login again except for security verification on certain pages. However, if your browser does not support cookies or the option to allow cookies is turned off, you will have to login every time you visit the web site.

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    Do I have to register at all?

    No, registration is not required. However, to access many of the great features of the new SuperStock web site, it is necessary to register. Registration has many benefits on the SuperStock web site. It allows you to:
    • customize the features and options of the site to fit your own needs
    • browse and retrieve personalized lightboxes
    • e-mail your lightboxes
    • add items to your shopping cart
    • purchase items online
    Registration also allows you to be added to SuperStock's mailing list to receive reminders about promotions and upcoming events. Since registration information is never given out, you can be assured that your information is secure and confidential.

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    I am a registered user, why can't I purchase images?

    Simply registering does not allow you to purchase images online. You must also have some sort of purchase method available. The easiest way to purchase images would be to use your credit card. Follow the steps for searching images and for purchasing images, then input your credit card info and buy the image. The other way to purchase images online would be to buy on your SuperStock Account. For this option, simply call a SuperStock Account Executive at 020 7386 4380 to open an account.

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    Why does my search show no results?

    When a search reveals no results, it's usually caused by one of two things. Either the keywords you used to do your search were too narrow in subject matter, or the SuperStock Online Image Library has no records to match your search criteria. The second of these two possibilities is very unlikely. In most cases, simply starting your search over and searching for a broader subject area will help you to find what you are looking for. If indeed you still don't find what you're looking for, rest assured we probably do have an image to help you, it's just not yet in the online library. Call one of our Account Executives at 020 7386 4380 for custom image research, and they'll help you find what you need.

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    Why can't I find a particular image from a catalog?

    The reason you can't find certain images from SuperStock catalogs online is because we simply do not have all of the images from our catalogs in our online database yet. We are adding new images everyday to our online library. If you need an image from a catalog, call an Account Executive for assistance at 020 7386 4380. Remember, just because the image is not yet in our online library doesn't mean we can't deliver that image to you online. Online image delivery is available for ALL of our image libraries.

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    I need help searching. Can you give me a few tips?

    For tips on how to improve your searching, see the Search Tips section of the Help System.

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    I created a lightbox two months ago. Where did it go?

    Lightboxes are only saved for two months after the last image was added to them. If you created a lightbox two months ago and that was also the last time you added an image to it, then the system would have purged the lightbox 60 days after the last image was added. Therefore, you must now create a new lightbox. All lightboxes expire after 60 days of non-use. If you need to manually extend the expiration date of you lightboxes, you can click on "Lightbox", then on "Lightbox Admin" from the sub-navigation area. Once there, scroll down to "Change Lightbox Expiration" and select each/every lightbox that needs its expiration extended, then click "Add 60 days". This will extend the expiration date of each selected lightbox by 60 days. For more info on Lightboxes, please call 020 7386 4380.

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    How do I enlarge images in my lightbox?

    To enlarge an image in your lightbox, simply click on the image thumbnail. From this new screen you can view and/or download the comp for that image and see all the detailed info for that image.

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    How do I buy images in my lightbox?

    To buy an image that is in your lightbox, you must first add it to your cart. To do this, click on the icon of a cart underneath the image thumbnail. If it's a rights-managed image, you will be asked to fill out the image usage section and the price calculator will give you a price for the image license.

    When you are finished with the image usage, you will be returned to your lightbox. At this point, if you are ready to check out, either click on "Check Out" or on "View Cart" to go to your cart. Once here you will choose "Continue" and will then be asked for billing information.

    For further assistance with image purchasing or for any other problems experienced while purchasing an image, contact an Account Executive at 020 7386 4380.

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    How do I download a file?

    The procedure for downloading a file is different depending on what type of file you wish to download. To download an image composite file (comp), simply click on the image thumbnail, then click on "Download Comp" when the enlarged image window appears. To download a file sent to you after purchase for online delivery, simply follow the link within the e-mail to the Images Available for Download page. From here, simply click on the link next to the image(s) you wish to download. For more information on downloading, or if you are experiencing problems when downloading, please see the Downloading Images section of this help file or call the SuperStock Help Desk at 020 7386 4380 for assistance.

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    How long do I have to download a file?

    After receiving an e-mail letting you know that your image(s) are available for download, you have exactly two weeks, (14 days) to download them before they are purged from the online delivery system. If for some reason you need to download the file after two weeks, contact an Account Executive for assistance at 020 7386 4380.

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    How do I get back to my download page?

    To get back to your Image Download page, simply open the e-mail you were sent notifying you that your image was ready, and click on the link to the download page.

    If for some reason you no longer have this e-mail, contact the SuperStock Help Desk at 020 7386 4380 for assistance.

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    Why can't I find the file I just downloaded?

    In most cases, losing track of a file after downloading is simply a case of the browser storing the file to a default location instead of one specified manually. For both PCs and Macs, the default area to save to should be the desktop. If for some reason your file did not save to the desktop, try downloading it again and specifying a folder to download to. If you have further difficulties, contact the SuperStock Help Desk at 020 7386 4380 for assistance.

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    I don't want to download a file. Can you just send it to me?

    In some cases, yes, files can be delivered via e-mail instead of by download. However, in most cases, because of mailbox size limitations, larger files cannot be sent through certain e-mail servers. Many e-mail providers put a limitation of 3-10 MB on their individual mailboxes. In those instances, the only effective way to get your file is to download it directly from our web site.

    For more information about having your file e-mailed to you, contact the SuperStock Help Desk at 020 7386 4380.

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    Who do I call if I am still having problems?

    For more information on SuperStock and/or assistance with anything on the SuperStock.co.uk web site, e-mail the SuperStock Help Desk at HelpDesk@SuperStock.co.uk or give us a call at 020 7386 4380.

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