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A download link has expired

What the This file is no longer available page means, why an archive expires before single photos do, and how to ask us to retrieve an old delivery.

A download link from an email, or a download button in the portal, no longer gives you the file.

Most likely causes

  1. The 180 days are up. Full-resolution photos stay on our servers for 180 days after delivery. An expired link opens a page titled This file is no longer available, which says so and adds: “We may still be able to retrieve your photos from cold storage. Email us the reference below and we will check.” Use the Contact support button on that page — it opens an email to support@tucia.com with the file reference already in the subject, so nobody has to work out which file you mean.

  2. The archive expired but the individual photos have not. On an older order the Download All in Full-Res button is greyed out and reads Batch download link expired, while the download icon that appears in the corner of each photo when you point at it still works. Packing a whole delivery is much heavier than fetching one file, so it is the first thing to lapse. Work through the photos you need one at a time on the Edited tab.

  3. The button says Download each photo individually. Some photos of that version are stored on our older servers, which cannot be packed into one archive. Nothing has expired — use the download icon on each photo instead.

  4. The link is broken rather than expired. A link that has been cut in half by an email client, or copied without its ending, lands on the same page. Instead of repairing the link, open the order from Orders in the portal and download from its Edited tab — see Download edited photos.

  5. The delivery is genuinely old. Deliveries from many years ago are treated as expired outright. They are exactly the cases worth asking about: tell us and we will look.

If that did not help

The expired page shows a grey box labeled File reference with a short code in it. That code is the fastest way for us to find the file, so copy it. Then write to support@tucia.com with:

  • The File reference from that page.
  • The order number, for example #a8k2m, and the order name if you remember it.
  • Roughly when the photos were delivered, and which version you need — the first delivery or a later revision.
  • The file names, as you uploaded them, if you only need a few of them.

Retrieval from cold storage is not guaranteed, but it is worth asking rather than placing the order again from scratch.