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Portrait FAQ

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How can I find my newborn portraits online?

You may access your Newborn Portraits from here! Click here and log-in with your Username and Password. Your Username and Password were provided to you in the Welcome Email sent from Mom365 within 24 hours of when your baby’s Portraits were taken. If you have not seen a Welcome Email from Mom365, check your spam folder to see if it is there.

If you still have issues signing in, please contact customer service here.

What is my password?

Your Mom365 Baby Portraits account has two passwords—your personal Password and Guest Access Code. Your personal Password provides you access to manage your baby’s information and customize features of your Baby Portrait Page. You should have received your Password in a Welcome Email from Mom365 sent within 36 hours of having your Newborn’s Portraits taken in hospital.

You received a second password—the Guest Access Code, in a Share Email sent to you just after the Welcome Email. This code is for use by others who want to view your Baby Portrait Page.

You can set or change both passwords by clicking the Account link at the top right of the screen. If you forget your personal Password, visit this page to retrieve your lost password.

Where is my order?

It takes about 10 business days to receive your order.  If paying by credit card, your card will not be charged until your order is shipped.  Depending on location, you should receive your order 2-4 business days after your order has shipped. 

You can track your order at any time here, just enter your Order Number and Zip Code.  If you still have not received your order after 10 business days, please contact customer service here.

How can I change my passwords and other account settings?

To change your Guest Access Code and other Baby Portraits account settings click here. You will be asked to enter your Username and Password. If you did not receive a Welcome Email from Mom365 containing this information, you can request a  new Password here or contact Customer Service here.

Once you have logged in you can update your information on the Basic Detail pages and update your Baby's Portrait page. You will be able to update your baby’s name, birth date, birth details, and much more, as well as customize your Baby’s Portrait page.

How can I change my baby's details, such as birth date and weight?

To change your baby's details (as well as your password, your email and other account settings), either click the Edit Baby Details link on your Baby Portraits Page, or go to the Sign In Page, where you will be asked to enter your Username and Password.  Once signed in, select Baby Portraits Baby Details.  Once you have edited the information, be sure to click on the Save button to complete the process.

How do I switch to my other child's portraits?

If you have older children that were also photographed by Mom365 in the past, you may be able to switch to view their photo's within the same account provided that you used the same email address for both accounts. You can switch between these accounts on the Baby Portrait Page and on Product Pages which will enable you to purchase those photos.

Please be aware that you cannot order portraits from both accounts within the same order. Please view below to see where you can enable to switch accounts.

faq product page

faq bpp

When will my baby's portraits be posted?

Portraits are usually posted within 24 to 36 hours of a baby leaving the hospital and are available online for 5 years. If during this time frame you (mom) cannot view your baby’s portraits, please contact customer service. Family and friends please reconfirm the password with the baby's parents and try again.

How long will you keep my baby’s portraits and how much time do I have to order my newborn's portrait?

To ensure access to all your images we recommend that you place your order with us as soon as possible. Mom365 keeps images for approximately 5 years and availability of portraits older than one year is not guaranteed.

I need to report an issue on the website, who do I contact?

To contact us, please reach out to Customer Service here.

I purchased the Digital Download product, how do I download my portrait portraits?

You should receive an email within 72 hours of purchase with a link to a page where you can download your images. Simply follow the instructions on the page to download the images to your device.

If you have any issues downloading your images please see our troubleshooting guide here.

If you do not receive your email within 72 hours, please contact customer service here and provide your email address and order number.

I purchased the Digital Slideshow product, how do I view and download my slideshow?

You should receive an email within 72 hours of purchase with a link to a page where you can view, share and download your slideshow. Simply follow the instructions on the page.

If you do not receive your email within 72 hours, please contact customer service here and provide your email address and order number.

How do I claim my Free Digital Keepsake?

You should receive an email or text message within 72 hours of your portrait session in hospital, which includes a link to order your Free Digital Keepsake. After ordering your Free Digital Keepsake online you will receive a 2nd email or text message with a link to choose your pose and download your Free Digital Keepsake. 

Please check your that you received these notifications, including your email spam folder.

If you have not received any notification within 72 hours, please contact us here.

How do I view or order my portraits if I didn’t provide an email address in hospital? Or if my email address is not being recognized?

If you did not provide an email address to your photographer in hospital you can still locate your account by verifying your identity via text message using the mobile number you provided to your photographer, click here and follow the instructions to locate your account.

If you did not provide a mobile phone number or an email address to your photographer, contact customer service.

Where do I find my customer number?

You may locate your customer number in a couple of ways. It appears on the business card the photographer gave to you at the hospital after you purchase. It also appears on the Welcome Email you would have received from Mom365 after your portraits were taken, sent to the email address you provided at bedside. If you did not receive a Welcome Email from Mom365, please contact customer service here.

My child is no longer a newborn but his/her photos were taken by Mom365 at the hospital. Will I be able to find my baby’s portrait page online?

Yes! Your baby’s portrait page will be online until baby is 5 years old. You may access your baby’s portrait page by using your user name and password.

Your user name is the email address your provided to the Mom365 Photographer at your hospital. If you no longer have your password but you provided your email to the photographer in hospital, you can retrieve your password here. If you did not provide your email in hospital, you can access your account details here.