---
title: The Digital Download Is Wrong or a File Is Missing
description: Report a wrong student, wrong pose, wrong background, missing image, duplicate file, or incomplete Van Gogh digital bundle.
---
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1. [Van Gogh School Photographers](https://support.vangoghphoto.com/?hsLang=en)
2. [Digital Downloads](https://support.vangoghphoto.com/digital-downloads?hsLang=en)
3. [Download Troubleshooting](https://support.vangoghphoto.com/digital-downloads?hsLang=en#download-troubleshooting)
# The Digital Download Is Wrong or a File Is Missing
## Stop printing or sharing the file and send Van Gogh the order details so the delivered image can be corrected.
**Quick answer:** Do not print, post, or forward the incorrect file. Compare the downloaded files with the order confirmation and contact Van Gogh for correction.
## Check the extracted folder
1. Confirm that the ZIP folder was fully downloaded.
2. Extract the ZIP folder before counting the images.
3. Open every file in the extracted folder.
4. Compare the file count and images with the digital product listed on the order confirmation.
## Examples of problems to report
- Another student’s image was delivered.
- The wrong pose or background was delivered.
- A multi-image digital bundle is missing one or more files.
- The same file appears more than once when different images were purchased.
- The file contains an unexpected watermark or visible production issue.
- Retouching or another paid image service is missing.
## Protect student privacy
If the file belongs to another student, do not save it to a shared album, post it, print it, or forward it. Keep it private and notify Van Gogh immediately.
> **Important:** Keep the original ZIP folder, file names, and order confirmation until Customer Support has completed the correction. Do not rename or overwrite the only copy before the issue is reviewed.
## Still need help?
Use the [Van Gogh Help Center](https://support.vangoghphoto.com?hsLang=en) to search for an answer or submit a private support ticket. You can also email [info@vangoghphoto.com](mailto:info@vangoghphoto.com) or call **847-382-2282**.
Please include:
- Order number
- Student’s full name and school
- Digital product name
- Expected image or pose
- File name or number of files received
- Private screenshot showing the issue
For your security, never send a full card number, security code, banking password, or account password.
## Related articles
- [I Received Another Student’s Photos in My Order](https://support.vangoghphoto.com/received-another-students-photos?hsLang=en)
- [Digital Retouching and Other Image Services](https://support.vangoghphoto.com/digital-retouching-and-image-services?hsLang=en)
- [Van Gogh’s Satisfaction Guarantee, Reprints, and Refunds](https://support.vangoghphoto.com/satisfaction-guarantee-reprints-and-refunds?hsLang=en)
- [Customer Service](https://support.vangoghphoto.com/customer-service?hsLang=en)
- [Order Online](https://support.vangoghphoto.com/order-online?hsLang=en#main-content)
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- [Customer Service Follow-up](https://support.vangoghphoto.com/contact-support?hsLang=en#customer-service-follow-up)
- [Getting Help](https://support.vangoghphoto.com/contact-support?hsLang=en#getting-help)
- [Online Ordering](https://support.vangoghphoto.com/online-ordering?hsLang=en#main-content)
- [Photo Proofs & Previews](https://support.vangoghphoto.com/online-ordering?hsLang=en#photo-proofs-previews)
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