Support Center

What to do when you can’t access Photzy content

Last Updated: Jul 15, 2016 06:21PM AEST

Can't Access Guides?

There may be several reasons why you can’t access the guides in Photzy. To be able to troubleshoot properly, choose the best description of what you are experiencing:

I can't access the guide from the link in my email. I’m getting an error message

I can’t log into my locker

I try to log in, but it says my email address already exists and I can't log in

I can access my locker but I can’t find a specific guide

I can access the download page, but the guide doesn’t’ download properly

If you are experiencing something else, contact Customer Support.


I can't access the guide from the link in my email. I’m getting an error message.

When you click on the link to Photzy from any of our emails, it should take you to a download page of that specific guide. If you are logged in, you will see the Download button when you scroll down to the bottom of the page.


If you are not logged in, then you will be prompted to login. For those who do not have an account yet, there is also an option to sign up.  




Once you login, you should be able to download the guide. But, if when you're trying  to access the link and you get an error 404 message, it means that you are trying to access a broken link. We triple-check all our links before sending out the emails to make sure they are working fine. When you receive an error message like this, it is usually because your email system is using text format instead of HTML. It should still work with plain text or Rich Text format but there are email systems that break the link in the process.


Take a look at this example below where part of the link is cut off:




In this example, the subscriber is using Rich Text format instead of HTML. Notice that the end part of the web address was separated from the main link. Clickable links are usually in blue text. The broken text is no longer in blue indicating that it is no longer part of the link while the main text remains clickable. This will result in an error 404 message. To solve this, simply copy the full URL including the cut portion. Do not include the < > symbols at the start and finish of the address. Just highlight the text, right click, and select Copy.



Paste the URL into your browser address bar. Make sure there are no spaces.  


You should be able to access the page after that. To avoid such problems in the future, make sure to switch your email client to view using HTML instead of Rich Text format. Check with your email client's tech support on how to do it. Our links would normally look like this:


Here's another example with the web address shown:




If you are experiencing any other errors, try logging into your locker. If you are unable to login, read the next section below:

I can’t login to my locker

You need to make sure you are logged in before you are able to access the guides. If you are unable to log into your Locker, try clearing your browser cache as a quick fix. This solves most internet related problems. If you’re not sure how to do that, follow instructions on this page. If you need to reset your password, follow the instructions in this link.      

I try to login but it says my email address already exists and I can't log in

It is very likely that you accidentally accessed the Sign Up page instead of the Login page. Try logging in using this link instead.



I can access my locker but I can’t find a specific guide

All guides are found in the Digital Locker which you can access by simply logging into Photzy. The Digital Locker has two areas: the premium section which contains your purchased guides, and the free section which contains the free guides. If you are looking for a guide you purchased, you should immediately see it in the premium section. If it is not there, contact Customer Support.  


If you are looking for a free guide, you may use the Category picker in the free section to search for your guide.




I can access the download page but the guide doesn’t download properly.

We ensure that all download links to our guides are working properly before and after we load the tutorials into the locker. If you are unable to download a specific guide, try downloading other guides to check whether the problem only occurs with the guide you wanted to download. Here’s a couple you can test: 

Did it work? If it did, it may mean that there is a problem with the download page. Contact Customer support. 

If it didn't, it may be a problem with your browser. Performing the troubleshooting steps on this page usually solves the problem.

Note: If you have downloaded Lightroom Presets or a product bundle but are unable to use it, make sure it is unzipped first. Visit this page for instructions on how to install Lightroom Presets downloaded from Photzy.


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