How to Contact Us

By E-mail

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Monday-Friday 10:00 a.m. - 10:00 p.m. (ET)
(Excluding Holidays)

By Mail
Canon ITS
850-K Greenbrier Circle
Chesapeake, VA 23320

Frequently Asked Questions

Use our Frequently Asked Questions section to quickly discover the answers you need.


CANON iMAGE GATEWAY is an exclusive online photography resource and service for owners of qualified Canon products.



Can I use the services offered at CANON iMAGE GATEWAY if I am not a member?

CANON iMAGE GATEWAY services are provided exclusively for members. However, anyone is able to view photos in an Online Photo Album if they have been invited by a member.

Can anyone register to become a member?

To become a member of CANON iMAGE GATEWAY, you must own and register a qualifying Canon product. Click here to see if your product qualifies you for CANON iMAGE GATEWAY. If you don't have a qualified Canon product, however, you can still register for a Canon Account.

If I have two Canon products, can I create two accounts?

No, you can only register for one Canon Account. However, you can register multiple products in your Canon Account.

If I've already registered a CANON iMAGE GATEWAY qualifying product, but not in my Canon Account, do I need to re-register it to become a member?

Yes, please re-register your product in your Canon Account.

After registration, how soon can I use the site?

Upon completion of your product registration, you will be able to access CANON iMAGE GATEWAY from the My Account homepage with your Canon Account. Please note: Not all products qualify for CANON iMAGE GATEWAY at this time; please check the qualified product list.


Online Photo Album

How much storage space is available?

Each member will be granted 10 GB free storage space.

How long will the images be stored?

To maintain storage for your content, you must open your Library or any Album at least once every 365 days or all your content will be deleted. The 365 day period will restart each time your Library or any one Album(s) is accessed or opened. You will receive an e-mail notification of impending expiration.

Any of the following counts as an access to your Library/Album and will restart the 365 day period:

  • Opening your library

  • Visiting an album (by you or a guest)

  • An upload to an album by you or a guest or via a Wireless LAN capable Canon camera

How can I tell how much storage space I have left for storing my photos?

You can check the top right section of the Online Photo Album. Whether in the Library or the Album, here you’ll see how many items have been uploaded and how much space they use.

How many photos can I store in any one album?

You can store up to 500 images per album or as many as you can store up to the allotted 10 GB of space (whichever comes first). You can create as many albums as you like.

Does CANON iMAGE GATEWAY reduce or downgrade the quality of my photos?

When you are uploading images, you are given the option to resize your photos or to retain their original resolution/size. Images that are greater than 8 megapixels will be resized to 8 megapixels. Resizing images allows you to store more images within the available space.

What is the Library?

The Library is your personal space where you can manage and view your images. Here you can tag, rate, rotate, sort, and search images. In your Library, you are provided with multiple viewing options so you can decide how you want to view your photos.

What is the Album?

Albums give you a way to organize and share your images. You can add up to 500 images per album, subject to the 10 GB storage space limit.

What is the map view?

Images captured with a GPS-enabled camera have location information in the EXIF data. This allows them to be viewed on a map.

How can I upload my photos?

Photos can be uploaded via one of the following methods:

  1. Via your web browser

  2. Using the Uploader for CANON iMAGE GATEWAY Plugin

  3. Directly from a Wireless LAN capable Canon camera

  4. Using ImageBrowser EX

After uploading my photos, what can I do with them?

Among other things, you are able to perform the following functions:

  • Tag your photos

  • Rotate your photos

  • Create and share albums

  • View them as a slideshow

  • Rename and add comments to your photos

Is it possible to upload RAW images?

The Online Photo Album does not support RAW images; the images must be JPEG format only. Please be sure to convert all images to JPEG format before uploading to the Online Photo Album.

Can I upload movies?

Yes, movies can be uploaded to the Online Photo Album service through the following methods:

  1. Using the Uploader for CANON iMAGE GATEWAY Plugin: MP4 formatted movies captured by Canon cameras may be uploaded

  2. Using the Uploader for CANON iMAGE GATEWAY Plugin

  3. Directly from a Wireless LAN-Capable Canon camera: To upload to CANON iMAGE GATEWAY, Facebook or Twitter the video must be MP4 format. To upload to YouTube, the video must be MOV, AVCHD, MPEG2 or MP4.
    Please note: The ".THM" file needs to be in the same folder as the movie files if the camcorder generates the ".THM" file at the time of recording. You do not need to drag and drop the ".THM" file into the upload box

  4. Using ImageBrowser EX: MP4 formatted movies captured by Canon cameras may be uploaded

While uploading a picture, I reached the storage capacity of the album. What can I do?

At the point of reaching the storage space, you would not be able to upload additional photos. You must stay within the 10 GB of storage space.

How do I remove or delete an album?

On the main Album screen you can delete an album by hovering over the album and clicking on the red "X" that will appear in the upper right corner. A pop-up dialog will appear, confirming that you want to delete the album. While this removes the album, images stored in the album will be maintained in your Library. You may also delete an album by opening it, and clicking on the garbage can icon.

How can I add comments to my photos or albums?

You can post comments to your albums on the "Album Details" screen. Under "Album Comments" click the "Post" button and type your name and comment. You can also post comments to an image in the "Image Details" screen. Click the "Post" button under the "Comments" section and type your name and comment.

Can others comment on my photos?

Yes. If you want to allow others to view and comment on your photos you must set that in Share Settings.

What kind of privacy settings are available when sharing albums?

Each time you create an album you’ll be asked to review your Share Settings. You’ll be asked to decide if you’d like to allow the following:

  • The album to be shared

  • The album to include a viewing password

  • If viewers can add their own images

  • If viewers can view and/or post comments

  • If photos may be downloaded and printed by viewers

  • If private information like location or face recognition can be shared

Why do I need to set an album password?

You will need to set an album password when you are going to allow the following:

  • Viewers to add their own images

  • Viewers to view and post comments

Do I have to share the GPS information or location of my images with others?

No. If you do not want to share this information, you can turn this option off in your Share Settings.

When I try to share my album, I am told that the album’s share setting is set to No. How do I change this?

You can view or modify your share settings by clicking the “Share Settings” link on the Album Details screen. Make sure the album is set to Public if you want to share it.

How can I share my album via social networks?

You can share your albums via Facebook and Twitter. When sharing via these social network sites, the URL of the created album is shared.

Can I be notified when a visitor adds a comment or uploads a photo to my album?

Yes. Click on the "Settings" link at the top of the Online Photo Album screen. Choose whether or not you would like to "Receive E-mail Updates When Visitors Add Images or Post Comments."

What happens when a visitor uploads a photo to my album?

The photo will be added to the album that it was uploaded to and it will also be added to your library.

Can I wirelessly upload my photos to CANON iMAGE GATEWAY?

Yes, using a wireless LAN capable Canon camera.


My Account

Why do I need to logout?

If you are using CANON iMAGE GATEWAY on a public computer, we recommend that you logout or close your browser after you've finished, so that no one else can use your account.

What happens if I navigate away from CANON iMAGE GATEWAY?

As long as you do not close your browser window, you will remain logged into CANON iMAGE GATEWAY.

If I close my browser window, am I still logged into CANON iMAGE GATEWAY?

If you close your browser window, you will automatically be logged out of CANON iMAGE GATEWAY. If you wish to use CANON iMAGE GATEWAY afterwards, you must login again using your Canon Account.


Qualified Products

Which products are qualified for CANON iMAGE GATEWAY?

Click here to see the list of qualified products.


Security and Privacy Policy

What sort of security measures does CANON iMAGE GATEWAY use?

Both VeriSign certification and data encryption of SSL are being used at CANON iMAGE GATEWAY to protect confidential user information. This ensures that your data will not be abused by third parties while being sent to CANON iMAGE GATEWAY. In addition, any illegitimate access to the site is monitored.

What is the privacy policy at CANON iMAGE GATEWAY?

Details can be found by visiting our Privacy Policy or Terms and Conditions


Recommended Browsers

What are the recommended system and internet browser versions for the Online Photo Album?

For Windows® users:

  • Windows 7 SP1 (32-bit)

    • Internet Explorer 9*

    • Firefox 8.0*

    • Chrome 16.0*

    • Adobe Flash Player 11.1*

  • Windows 7 SP1 (64-bit)

    • Internet Explorer 9*

    • Adobe Flash Player 11.1*

*Cookies, ActiveX controls and JavaScript need to be enabled.

For Macintosh users:

  • Mac OS 10.6

    • Safari 5.0/5.1*

    • Adobe Flash Player 11.1*

  • Windows 10.7

    • Safari 5.1*

    • Adobe Flash Player 11.1*

*Cookies, ActiveX controls and JavaScript need to be enabled.

Which iOS devices may I use to access the Online Photo Album?

  • iOS 4.3/5.0

  • iPad/iPad 2

  • iPhone 3GS/iPhone 4

  • iPod Touch (3rd and 4th generation)

Please note: HD video can’t be played on the iPhone 3GS or the third generation iPod Touch due to device performance.

Why is my printer not listed in the Home Printing pull down menu, even though I have a compatible printer?

If you are using a printer driver that has been pre-installed in Windows Vista®, you will not be able to use the "Home printing" function. You can use "Home printing" by installing a printer driver from the CD-ROM that is bundled with your printer. You can also download the printer driver from the Canon Download Library

How can I print images using the Home Printing function with IE7?

A security warning dialog may appear when printing from Internet Explorer 7.0. In this case, click "Allow" to continue. Select the "Do not show me the warning for this program again" check box before clicking "Allow" to hide this warning dialog from appearing in the future.

What should I do if these dialogs appear while installing, uninstalling or starting plug-in program?

A confirmation/warning dialog may appear when installing, uninstalling, or starting plug-in program on Windows Vista®. This dialog appears when administrative rights are required to perform a task. If you are logged on to an administrator account, click "Continue" or "Allow" to continue. If you are logged on to a standard account, enter an administrator's password.


If you were unable to find an answer to your question, please contact Canon Customer Support at 1.866.412.2666 or e-mail