Overview

Pictor sends photos and videos to your guests via email and SMS/text directly from the Share Output screen during an event. Emails are sent from [email protected] by default. This guide covers common delivery issues and how to resolve them.

How Email Delivery Works in Pictor

When a guest completes an experience at your event, they reach the Share Output step in your event workflow. Here they can enter their email address (and phone number, if SMS is enabled) to receive their photo or video. Pictor sends the delivery from [email protected] with the output attached or linked.

Key settings that control email delivery are found in your Event Editor → Workflow → Share Output step:

Pictor Share Output email delivery settings showing Allow email, Require email, FROM NAME, FROM EMAIL, REPLY TO, SUBJECT, and Email Content fields

Allow email — Must be toggled ON for guests to receive emails
Require email — Forces guests to enter an email before proceeding
Attach Output — Attaches the photo/video file directly to the email
FROM NAME — The sender name guests see (default: "Pictor.pro")
FROM EMAIL — The sending address (default: [email protected])
SUBJECT — The email subject line; supports the ###{{EVENT_NAME}} variable

Emails Not Arriving

If guests report they are not receiving their photos or videos by email, work through these steps:

1. Check Spam / Junk Folders

This is the most common cause. Ask the guest to check their Spam, Junk, or Promotions folder for an email from [email protected]. Many email providers automatically filter automated delivery emails.

2. Verify the Email Address Was Entered Correctly

Typos happen frequently at live events — guests may mistype their email address on the touchscreen. Common mistakes include:

Missing characters (e.g., john@gmailcom instead of [email protected])
Wrong domain (e.g., .con instead of .com)
Extra spaces before or after the address

Consider enabling Allow multiple emails in your Share Output settings so guests can send to more than one address as a backup.

3. Corporate / Work Email Filters

Corporate email systems (Microsoft 365, Google Workspace with strict policies, etc.) often block automated emails from unfamiliar domains. If a guest uses a work email, suggest they try a personal email address instead (Gmail, Yahoo, Outlook.com, etc.).

4. Whitelist pictordelivery.com

For recurring events or corporate clients, ask the IT department to whitelist the domain pictordelivery.com so that delivery emails are not blocked. This is especially important for on-site corporate events where most guests will use company email addresses.

5. Check Your Event's Email Settings

In your Event Editor, go to Workflow and click on the Share Output step. Verify:

Allow email is toggled ON
Attach Output is toggled ON if you want the file attached directly
The FROM EMAIL field is set correctly
The EMAIL CONTENT field contains appropriate messaging

6. Large File Sizes

If your experience produces very large output files (high-resolution photos or long videos), the email may be delayed or rejected by the recipient's email provider. Consider optimizing your output resolution settings if delivery issues are widespread.

Texts / SMS Not Delivering

Pictor also supports SMS/text delivery of outputs. If texts are not being received:

1. Verify SMS Is Enabled

In your Event Editor, go to Workflow → Share Output and make sure Allow sms is toggled ON. This is off by default and must be explicitly enabled for each event.

2. Make sure {{contentURL}} is in the message content

Guests must enter a valid phone number with the correct country code. Ensure the touchscreen interface makes it clear what format is expected.

2. Check the Phone Number Format

The variable, {{contentURL}}, is what will be replaced by the url to the event guests' user generated content. Without it, they will get a text without a link.

3. Carrier Filtering

Some mobile carriers filter automated text messages. This is more common with short codes or bulk messaging. If a guest isn't receiving texts, suggest they try email delivery instead.

4. Phone Set to Block Unknown Senders

Many smartphones have a setting to filter or silence messages from unknown senders. Ask the guest to check their phone's message filtering settings.

Tips for Reliable Delivery

Test before the event — Always run a test experience and send a delivery email to yourself before going live
Use a clear subject line — Customize the SUBJECT field so guests recognize the email (e.g., "Your photo from [Event Name]!")
Keep email content brief — Shorter emails are less likely to trigger spam filters
Enable both email and SMS — Offering both options gives guests a fallback if one method doesn't work
Display a QR code alternative — Consider using Pictor's Gallery Microsite or Sharing Station features as an alternative delivery method
Inform guests to check spam — A small sign near the booth reminding guests to check their spam folder can reduce support requests significantly