Step-by-Step Guide
1. Log Into Your Photohawk Account
Visit photohawk.com
Sign in using your account credentials
2. Select the Relevant Gallery
From your main dashboard, open the gallery where the customer placed their order.
3. Go to the Orders Page
Inside the gallery:
Click on the Orders page
You will see a list of all purchases for that gallery
4. Find the Customer’s Order
Use your browser search shortcut:
⌘ + F (Mac)
Ctrl + F (Windows)
Search by:
Order reference number, or
Customer’s email address
Once located, you’re ready to resend the products.
Resending Digital Products by Email
5. Resend via Order Confirmation Email
Tick the checkbox next to the correct order
At the top, click With selection
Select Resend Order Confirmation Email
A pop-up will appear — enter the correct email address (confimr with cvustomer correct email address ad sometimes there can be an error in the one they submitted at the checkout)
Click Send
If the address is correct, the customer will instantly receive a new download email containing all digital items from their order.
Important Notes
This method resends all digital products in the order (photos, reels, videos)
Delivery is instant
Ask customers to check spam/junk folders if not received
Reels & videos are only delivered via email (not WhatsApp)
Resending photo orders by WhatsApp
WhatsApp delivery is available for photos only.
To resend a WhatsApp order:
Locate the customer’s order in the Orders page
Tick the checkbox next to the order
Click With selection
Select Resend WhatsApp message(s)
A pop-up will appear asking for:
Country code
Phone number
Click Send
Ensure the customer has provided the correct number and full area code, as missing or incorrect numbers are the most common reason for failed WhatsApp delivery. The customer should receive the message shortly after resending.
If the customer still does not receive the WhatsApp delivery:
Ask them to contact support@photohawk.com, and our team will investigate further.
When to Contact Photohawk Support
Enterprise Clients:
Our team can manage product resends on your behalf.
Email: support@photohawk.com
PAYG, Lite & Pro Clients:
Please follow the steps in this guide to resend products independently.
Summary
Delivery Method | What Can Be Resent? | Notes |
Photos, videos, reels | Sent instantly via resend confirmation email | |
Photos | Ensure full phone number + country code |