When downloading all the photos and videos make sure you have done 2 things:

1) You have purchased one of the packages which allows you to download. Find them in the menu "Upgrade options"

2) You are registered with the correct email. Find this in your profile settings - "Personal info"

Download All your photos and videos:

1) Go to "Eventpage"

2) Press "Download pictures and videos"

3) Press "Zip my files and send link"

4) Now the link will be sent to your email address

After you have received the email with a link, open the link from your computer in a browser. 
The download will start immediately, open the file after the download is finished and you can see all the photos and videos.