Selfie search finds nothing
Why a guest's selfie returns no photos or the wrong count, and how to fix it on the photographer's side and the guest's side.
3 min
First, check the obvious
- Is the person actually in the uploaded photos? Clear, front-facing shots match best. A guest only in wide crowd shots from behind will get few or no results.
- Has face indexing finished? Photos are indexed in the background after upload. For large batches wait a few minutes, then Scan again.
- Is it the right event? A guest who opened a different gallery link will match nothing.
Guest-side fixes
Ask the guest to Scan again and:
- face the camera straight on in good light, no sunglasses, mask or heavy shadow,
- keep the whole face inside the oval and hold still,
- be the only person in the frame,
- if uploading a photo, use a recent, sharp, front-facing one (not a group photo, not a heavily filtered one).
Guests in an in-app browser (Instagram, Facebook, WhatsApp preview) sometimes cannot use the camera. Tell them to open the link in Chrome or Safari.
Photographer-side fixes
| Check | Where |
|---|---|
| Photos finished uploading and the counter matches | Event page, Total Photos |
| Face scans left on your pack | My Plan. When scans run out, guests see a "limit reached" message. Buy an add-on or upgrade. See Limits. |
| Selfie upload allowed if the camera is a problem | Settings → Guest experience → Allow choosing a selfie from the phone |
| Browsing all photos on, so guests can still find themselves manually | Settings → Guest experience → Let guests browse all photos |
Messages and what they mean
| Message | Meaning |
|---|---|
| "No face detected in the image" | The selfie had no recognisable face. Retake with better light and framing. |
| "No face found in selfie" | A face was there but too small or unclear to use. Move closer. |
| "No matches found" | Search ran but nothing was close enough. Retake, or the person is not in the photos yet. |
| "Face scan limit reached for this studio" | Your pack's scans are used up. Top up from My Plan. |
| "Selfie encode worker failed" | A temporary service error. Try again in a minute; raise a ticket if it continues. |
Matched the wrong person
Rare, but possible with twins or very similar faces. The guest can heart only their own photos, and you can remove any photo from the gallery. Raise a ticket with the gallery link if it keeps happening.
Still stuck? Our team replies on WhatsApp and email within a working day. Contact support