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My Clients Are Having Trouble With Their Digital Images

December 05, 2025 | By: PhotoBiz Knowledge Base

Troubleshooting Digital Download Issues in PhotoBiz Client Galleries

PhotoBiz makes it easy to offer free or paid digital downloads to your clients, including Web Resolution, Web Size – High Resolution, and Original File Size – Full Resolution images. If a client is having trouble accessing their digital files, this guide covers the most common issues and how to resolve them.

This article applies to Web Resolution and Web Size – High Resolution downloads. For issues with Original File Size – Full Resolution downloads, please see Troubleshooting Original File Downloads.

STEP ONE

Check Your Digital Image Resolution Settings

Log into your PhotoBiz account and review your digital image resolution settings. Make sure you have selected the correct download size for the files you want to offer.

Current download size options include:

  • Web Resolution: Up to 1500 × 865 pixels at 72 dpi
  • Web Size – High Resolution: Up to 3000 × 1730 pixels at 72 dpi
  • *Original File Size – Full Resolution: Uses the original uploaded file, up to 50MB - requires Premium Upgrade for Original Files.

If you need help setting up digital images, see How to Set Up Digital Images.

STEP TWO

Make Sure the Client Unzipped the File

Digital downloads are delivered as a .ZIP file. Clients must unzip (extract) the folder before they can view or open their photos.

If the client needs help, you can share:

Mobile and tablet users may need a file extraction app to open ZIP files.

STEP THREE

Check the Size of the Images You Uploaded

PhotoBiz will size the downloadable image based on the download option selected and the size of the image you uploaded. To ensure clients receive the highest possible quality:

  • Upload images that meet or exceed the maximum pixel dimensions for the download option you plan to offer.
  • If your uploaded file is smaller than the download size selected, the download will match your original file’s size.
  • For Original File Size – Full Resolution, files can be delivered up to 50MB each.

If you're still having trouble with your digital image downloads, you can get help from our Passionate Support team via live chat or call toll free 866.463.7620 Monday - Friday 9am - 6pm EST and we can help you troubleshoot further. 

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