Website and Downloading Issues

Having trouble downloading or can't access the Shutterstock site? We're here to help!

Clear your Cache and Cookies
Problems with the website are often caused by temporary files stored on your internet browser. Try clearing your browser's cache and cookies using these instructions:

Ensure your Browser Accepts Cookies
The Shutterstock site uses cookies, so ensure that your browser is set to accept cookies. These are harmless tools used to store your preferences and other data.

Try a Different Browser
If that doesn't work, try using a different browser (for example Firefox or Chrome, which are free) on the same computer to determine if it’s a problem with the browser and its settings.

Try a Different Computer
Trying to download from a different computer will help identify is the problem is with the computer you were initially using. 

Ensure Access Has Not Been Blocked
Since these issues can vary greatly, we can't troubleshoot much. Here are some general issues around blocked access:

  • A firewall may be blocking access. Check the settings of your firewall(s) to make sure that access to and all its subdomains are permitted in your firewall(s).

  • A proxy setting may be blocking access. Check your proxy settings (if applicable) to make sure that access to and all its subdomains are permitted in your proxy settings.

  • Your Internet Service Provider (ISP) may be blocking access. Occasionally image-heavy sites such as Shutterstock will be accidentally blocked by an ISP. We recommend contacting your ISP to verify that and all its subdomains are permitted access by your ISP.

If you are uncertain about how to allow access to specific domains, please consult your system administrator or IT help desk. 

None of that worked!
If you have tried these options and need further assistance, please contact us with the following information:

  • Your email/username

  • Error message, if applicable

  • URL where the error occurs

  • Screenshots, if possible

  • Steps you have taken before/while the error occurred

  • Your operating system (Mac, Windows, or Linux)

  • Browsers you have tried

If you are having download problems, please make sure to also send us the following information:

  • Image/clip ID number

  • Image size or clip resolution that you tried to download

  • Subscription or plan you attempted to download from

Will redownloading use up my available downloads?
Rest assured that redownloading images and clips does not count toward any active plans you have. Images and clips can be redownloaded indefinitely after you've licensed them. If you encounter any problems with this feature, please don't hesitate to reach out to us!

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