Listed below are common questions regarding the SmilesByWire service. 

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Viewing Images

1. I've misplaced my Access Code, how can I retrieve it?
   
   
2. How long will my images be available?
   
   
3. LCD MONITOR OWNERS- My images are very distorted?
   
   
4. The portrait images are incorrect or need repositioning?
   
   
5. When I click on my pictures to view them, I'm taken to a different website. OR I click to view a photo album and it's not my family images that are shown.
   
   
6. After entering my Customer Name and Access Code and hitting "View Portrait Images" the form fields go blank and nothing happens.
   
   
7. When I click on an image to view it, I'm returned to the log-in page and have to re-enter my Customer Name and Access Code.
   
   
8. I have multiple (or expired) sittings on SmilesByWire, but when I enter the second sitting information, portrait images from my first sitting are displayed.

If your question is not listed above, please feel free to Contact Us online or call Customer Service at 1-888-228-7928 during regular business hours.

Viewing Images

1. I've misplaced my Access Code, how can I retrieve it?

   Click here and enter the email address you provided to us in the studio. Your Access Code and Customer Name will then be emailed to you. If you continue to have problems, please contact us online or call customer service at 1-888-228-7928 during regular business hours.

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2. How long will my images be available?

   Your SmilesByWire sitting is available for 90 days (portraits taken earlier than have expired). Your expiration date is displayed on the View Portrait Images page.

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3. LCD MONITOR OWNERS - My images are very distorted, how can I fix this?

   Often, the default monitor setting in Windows operating systems causes web graphics to become pixilated and “chunky” looking. To fix this, please complete the following instructions:

   • Go to your desktop and right click on an open area on the desktop. From the drop down menu select Properties. Alternatively, you can go to your control panel under the start menu and double click on the “Display” icon.
   • Click on the “Settings” tab across the top of the window that opens.
   • Click the “Advanced” button towards the bottom right of the window.
   • From the drop down menu, select “Small Fonts”, directly beneath it will read "Normal Size (96 DPI)".
   • Click "OK" then "OK" again on the next screen.
   • Your system may require a restart.

   Once the steps have been completed, reopen your browser (Internet Explorer, Netscape, etc.) and log back into SmilesByWire. Your portrait images as well as web graphics at all other websites, should now be crisp and clear.

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4. The portrait images are incorrect or need repositioning, how can I fix this?

   Please contact us online or call customer service at 1-888-228-7928 during regular business hours.

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5. When I click on my portrait images to view them, I'm taken to a different website. OR I click to view a photo album and it's not my family images that are shown.
   

   Spyware/adware software programs track the sites you visit and then serve advertising based on the type of website you visit. The spyware/adware vendor sometimes sell pop-up ads like advertising space. It's possible your computer has a spyware program on it, and when visiting our website, photography related advertisements are served. This type of ad serving is not approved or authorized by JCPenney Portraits and is not within our control as this is a program that is hidden on the consumers personal computer. Sometimes spybots are attached to programs that offer free Internet shopping, music or weather services and are downloaded without your knowledge.

   If you believe you may have such software on your computer, we suggest downloading one of the following applications to detect and eliminate such programs:

   Spybot
   Adaware

   These programs are free downloads over the internet and are not affiliated with JCPenney Portraits, consumers should read the specifications and use at their own risk.

   Google and other websites also offer software that block pop-up advertising from being served, this is one popular method used by consumers to control the advertisements.

   None of the above mentioned programs protects a computer from viruses, but will check your computer for malicious ad content and applications.

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6. After entering my Customer Name and Access Code and hitting "View Portrait Images", the form fields go blank and nothing happens.
   

   Please check to ensure you have cookies enabled. If cookies are enabled please click here for additional instructions.

    

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7. When I click on an image to view it, I'm returned to the log-in page and have to re-enter my Customer Name and Access Code.
   
   Please check to ensure you have cookies enabled. If cookies are enabled please click here for additional instructions.

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8. I have multiple (or expired) sittings on SmilesByWire, but when I enter the second sitting information, portrait images from my first sitting are displayed.
   
   This will occur when your computer caches (holds information in memory) the web page information. Computers will do this to make your Internet surfing faster. When you visit a webpage, the information is saved on your hard drive, then when the page is visited again it will pull the page from your hard drive rather than downloading from the web server again.
   
   In most cases, by hitting the reload/refresh button on your browser (or the F5 button at the top of your keyboard) your computer will check the webserver to see if the page has changed and the correct images will be displayed for you.
   
   If the old images continue to be displayed, you may need to trash your cache or delete your history. Please click here for detailed instructions on how to do this.

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