A photo or video didn't arrive
What to check when a photo or clip is late or missing, and what happens to your Sins.
A photo
Most photos arrive within a few seconds. If one didn't:
- She said it didn't come through. The photo failed or didn't pass its safety check, and your Sins were returned automatically. Check your balance, then ask again, perhaps describing it a little differently.
- Nothing happened. Your connection may have dropped. Refresh the page: if the photo was made, it will be in the chat and in your Collection. If it wasn't, the Sins will be back in your balance.
A video
Open your Collection to see each clip's status:
- In progress: most clips take a few minutes. You can leave the page; we'll email you when it's ready.
- In review: a person on our team is checking it before it's released. This can take longer than usual.
- Refused or failed: your Sins were returned automatically.
Sins not back?
Sins for a failed photo or clip are returned straight away. If they're missing from your balance, check the history in Settings, then Plan. If you still can't see them, email [email protected] with roughly when it happened and which companion it was.
Related articles
- Making short videosTurn one of her photos into a short clip, choose its settings, and find it when it's ready.
- Asking for photosHow to ask a companion for a photo, what it costs, and where your photos are kept.
- Why a message, photo or video was refusedWhat our checks look for, what happens to your Sins, and what to do if a refusal looks wrong.
Still need help?
Email our support team and a person will reply, usually within 2 business days. Billing questions can go straight to the right team.