Did you purchase a digital copy? They are generally not included in the ticket price.
Sometimes in the heat of the moment, after picking up your photo, you may have forgotten to scan out your photo and ticket at the Checkout Station, or there was an error in the scanning process which prevents our system from automatically sending you your JPEG.
If you purchased the digital but do not receive it within 24 hours, please go to https://epo.io/photo and input your photo code starting with P- from the white portion of your photo into the right-hand box under Photo Code, then click Find Photo. On the next screen, you will be asked to input either your ticket code starting with a T- or your email address but not both! Once you have entered that, click on go and - Ta da!
If that still doesn't work, then email support or fill out a support ticket and we'll ensure you receive your JPEG as soon as possible. Please allow up to 48 hours for an answer, not including weekends.