Message your editor
Use the Messages tab of an order to ask a question or add detail, read the editor's replies, and mark them as read.
Anything you write on the Messages tab of an order goes straight to the editor working on your photos. Use it for questions, extra context, or a change you forgot to mention. For a change to a delivered photo, a revision note drawn on the photo itself is clearer.
Before you start
Messages exist only on orders you have placed. Open the order from Orders in the top bar and choose the Messages tab. An amber number on the tab, and an amber 1 unread label on the order’s row in the list, mean the editor has written to you.
Steps
Open the Messages tab
The message box sits at the top of the tab, above the conversation. Its placeholder reads Ask a question or tell us anything about this order…
Write your message
At least 3 characters, up to 5,000. While the order is Ready for your review, or Closed less than 14 days ago, a checkbox appears under the box: Check this if you’re requesting a new revision. Leave it clear for a normal question.
Click Send message
The button reads Sending… while it goes out, a confirmation says Message sent, and your message appears at the top of the conversation. On a computer you can also press Ctrl + Enter (⌘ + Enter on a Mac).
Reading the conversation
- The newest message is at the top. You come back to an order every few days, so the list shows what happened while you were away first.
- Your own messages are marked You. Messages from us carry the name of the person who wrote them, or Tucia Team. If you work with a team account, messages from your team members carry their names.
- A message from us that you have not read yet has an amber New label, and the heading above the list counts them, for example Messages 3 · 1 new.
- Mark all as read, on the right of that heading, clears every New label at once without replying. Sending a message does the same.
- A message that was sent as a revision request carries a blue Revision requested label.
- With no messages yet, the tab says No messages yet — anything you write goes straight to the editor working on your photos.
Rules and limits
- A message is 3 to 5,000 characters. With fewer than 3, Send message stays greyed out.
- The same text sent twice on the same order within the same minute is only kept once, so a double click cannot post your message twice.
- At most 300 messages in 24 hours across your account.
- The Check this if you’re requesting a new revision checkbox only appears while the order is Ready for your review, or Closed and still inside the 14-day window. Ticking it changes the button to Send and request revision and sends the order back for another revision — see Request a revision.
What happens next
Your message reaches the editor working on the order. The order status does not change, unless you ticked the revision checkbox, or the order was waiting on your reply — then sending resumes it (see Paused orders). Replies appear on this tab, with an amber count on the Messages tab until you read them.