Common problems & fixes
The issues photographers and guests run into most, each with the cause and the fix, in one place.
4 min
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Dashboard
| You see | Cause | Fix |
|---|---|---|
| Lock icon on My Events, Deployments or Branding | Trial or pack ended, or payment not yet confirmed | Open My Plan and renew or upgrade. If you already paid, wait a minute and refresh; otherwise raise a ticket with the Razorpay payment ID. See Plans. |
| "Subscription required" page flashes then disappears | Normal while your plan loads | Nothing to do. |
| Dashboard feels slow after sign-in | First load warms up your data | Later pages are instant. If every click takes seconds, check your connection. |
| Usage numbers look wrong after deleting | Counters sync shortly after deletion | Refresh. Storage is returned at once; photo counts depend on your pack. See Limits. |
Events and uploads
| You see | Cause | Fix |
|---|---|---|
| "This link is already in use" | Name taken by another gallery or by your own website | Add a year or city to the link. See Gallery link & publishing. |
| "Gallery not found" when opening the link | Not published, or the link was changed | Switch Publish Gallery on in Settings and save. |
| Upload stuck at 0% | Connection dropped or file too large | Refresh and upload again; large batches resume from the files not yet done. |
| HEIC files rejected | Unsupported variant | Convert with the HEIC converter and upload the JPGs. |
| Photos in the wrong folder | A folder chip was selected during upload | Select the right chip, or use All Photos. See Folders. |
Guests
| They say | Cause | Fix |
|---|---|---|
| "Incorrect PIN" | Wrong digits, or PIN regenerated | Send the current PIN from Share Link. |
| "No photos found" after a selfie | Poor selfie, indexing in progress, or they are not in the photos | See Selfie search finds nothing. |
| Camera will not open | Browser blocked the camera, or an in-app browser (Instagram, Facebook) | Open the link in Chrome or Safari, allow the camera, or use Upload a selfie instead if you allowed it. |
| They can see every photo | Full-access PIN was shared, or browsing all photos is on | Regenerate the full-access PIN; review Guest experience. |
| Downloads are small / blurry | Compressed download chosen | Allow originals in Guest experience, or tell them to pick Original. |
| Gallery shows the wrong logo | Branding not saved, or a collaboration set assigned | Check Branding and the event's Logos on this gallery setting. |
Website
| You see | Cause | Fix |
|---|---|---|
| Site shows "not found" | Not published | Flip Published in My Website or Deployments. |
| Subdomain unavailable | Taken by a gallery | Choose another name. |
| Logo looks blurry | Small source file | Upload at least 400 px wide, PNG with transparency. |
| Not on Google yet | Takes days to weeks | See Getting found on Google. |
Dropbox
| You see | Cause | Fix |
|---|---|---|
| Folder list empty | Not connected | Connectors → Connect Dropbox. |
| New files not syncing | Not images, or storage full | Press Sync now; check file types and My Plan storage. |
| "Failed to fetch Dropbox folders" | Session expired | Disconnect and reconnect in Connectors. |
Payments
| You see | Cause | Fix |
|---|---|---|
| Paid but plan still trial | Confirmation delayed | Wait a minute, refresh. Then raise a ticket with the payment ID. |
| "Invalid pricing" or checkout will not open | Pop-up blocked or network | Allow pop-ups, retry. |
| Need a GST invoice | Raise a ticket from Help with your GSTIN. |
Still stuck? Help & support.
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