# 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 **[no-reply@pictordelivery.com](mailto:no-reply@pictordelivery.com "mailto:no-reply@pictordelivery.com")** 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 **[no-reply@pictordelivery.com](mailto:no-reply@pictordelivery.com "mailto:no-reply@pictordelivery.com")** 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](https://app.chatwoot.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBCSGdtYmdVPSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--7cd0653bf64c13579df65806f5368ecc173f204b/image.png)

- **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: [no-reply@pictordelivery.com](mailto:no-reply@pictordelivery.com "mailto:no-reply@pictordelivery.com"))
- **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 **[no-reply@pictordelivery.com](mailto:no-reply@pictordelivery.com "mailto:no-reply@pictordelivery.com")**. 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 [`john@gmail.com`](mailto:john@gmail.com "mailto:john@gmail.com"))
- 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:

![](https://app.chatwoot.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBCSG9tYmdVPSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--f337911b361061f0cfa669d99b6cc5e5c2a678d6/image.png)

## 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.

![](https://app.chatwoot.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBCSDhtYmdVPSIsImV4cCI6bnVsbCwicHVyIjoiYmxvYl9pZCJ9fQ==--ab61bd11ec97e815efa3592f61ff85e2ebeea84c/image.png)

## 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

# Still Having Issues?

If you've tried all the steps above and emails or texts still aren't delivering, contact Pictor support with the following details:

- Your event name and ID
- The recipient email address or phone number that isn't receiving delivery
- The approximate time the delivery was attempted
- Whether the issue affects all guests or just specific recipients