Frequently asked questions and troubleshooting

This page collects the situations studios and guests run into most often, with short answers. The answers describe how the product behaves today; the details of each topic are in the linked article.

If your answer is not here, you can write to us from the contact page.

What you can do today

• Fix problems with the QR code and the guest page yourself
• Find what to tell a guest about upload, selfie search and sign-in code problems
• Get short answers about print orders and credits
• Jump to the detailed article for each topic

QR code and guest page

The QR code does not open. What should I do?

First check that the event is published. A draft event's QR code is visible in the panel, but the guest page does not open and the guest sees "Page not found". If the event is published and the camera cannot read the code, the guest can also open the address shown in the QR code card in the panel and enter the event's 8-character code. The code is permanent; you do not need to replace printed cards after publishing the event. See QR code and guest page.

A guest sees "This page is closed". Why?

The event's archive period has ended; events are not closed by hand, they expire on their own. In that case the guest page shows no content and directs the guest to contact the studio. To extend the archive before it expires, see Creating and managing events.

Which languages does the guest page support?

The guest page is available in 15 languages: Turkish, English, German, Spanish, French, Italian, Dutch, Portuguese, Polish, Russian, Ukrainian, Azerbaijani, Indonesian, Japanese and Arabic. The page opens in the guest's browser language; the guest can change it with the language picker on the page. A text with a missing translation is shown in English. The guest terms and privacy notice are provided in Turkish and English; other languages show the English text.

Uploads

A guest's upload fails. What should they do?

If the connection drops during an upload, the file shows a "Failed" state and a Retry button; the guest retries the same file once the connection is back. The page must stay open while uploading. On a weak venue network it helps to select files in smaller groups. See Uploads and limits.

A file is not accepted, or only some files are queued. Why?

A guest can upload up to 30 files at a time; for more, they select the rest when the first group finishes. A photo can be up to 50 MB and a video up to 2 GB. Unsupported files show "This file type is not accepted." If photos or videos are turned off in the event settings, guests cannot upload that type. If the studio set a Limit per guest (GB), a guest who has reached it cannot add new files either.

A guest sees "Uploads closed". Why?

Every event has an upload window. If the window has not started, the guest sees the date uploads open; if it has ended, they see that the period is over and can still view their uploads. You change the dates with Uploads open and Uploads close in the Settings tab of the event page.

A guest switched devices and cannot see their uploads. Why?

The session of a guest who joined as a guest is kept only in the browser on that device. A guest who signed in by email reaches their uploads from any device by signing in with the same address. If the guest still has the old device, they can get a link with My personal link or add their email with Save my uploads. See Guest accounts.

Selfie search

Selfie search finds no photos. Why?

The most common reason is that the photos have not been uploaded or scanned yet. The guest then sees "We haven't found you yet. We'll check again as photos are added."; matches are added automatically as new photos are processed, and a guest whose account has an email address is also notified by email. If the selfie was dark or blurred, the guest should try again with Search with a new selfie. In the panel, the "Queued" and "Processed" numbers in the Selfie search card show how far the scan has got. See Selfie search and consent layers.

The "My photos" tab is missing on the guest page, or the camera does not open. Why?

The tab appears only if selfie search is on for the event. If the feature was not selected for the event, or the studio or the event owner turned it off, guests cannot search. If the tab is there but the camera does not open, the guest should allow camera access in the browser settings and try again.

How does a guest delete their face data?

The guest uses the Delete my face data link in the My photos tab. Once confirmed, the face data and matches are permanently deleted. The selfie image itself is never stored; only the face data derived from it is used. See Privacy, retention and deletion for retention and deletion periods.

Sign-in and account

A guest did not receive the sign-in code. What should they do?

The guest should check the spam folder first. After 60 seconds the Resend code link becomes available. A code is valid for 10 minutes, up to 5 codes per hour are sent to one address, and after 5 wrong attempts a new code is needed. If no code arrives at all, the guest can continue As a guest and add an account later.

A guest sees "Your session has ended". Why?

A guest account opens a new session at each verification and the previous session ends. If the guest signed in on another device or chose Sign out, the old device shows this message. Signing in again with the same email address is enough; their uploads and orders stay in the account.

Print orders

Guests do not see the print button. Why?

Two conditions are needed: Guests can order prints must be ticked in the event's Settings tab, and the Print products page must have at least one product on sale. The button appears on photos only, not on videos. See Print orders.

How does a guest pay?

The guest pays the studio directly. After placing the order, the guest sees the payment instructions the studio wrote, for example an IBAN or a pay on pickup note. When the studio receives the payment, it marks the order with Payment received in the panel. CollectAsist does not take card payments on the guest page.

How does a guest change or cancel an order?

Guests cannot change or cancel an order themselves. They need to reach the studio; if messaging is on, they can use the Message studio tab. The studio cancels the order in the panel with a reason.

Credits

What happens if I do not have enough credits to open an event?

The event is saved as a draft. A draft uses no credits and its guest page does not open. After buying credits, you open it with the Publish button on the event page. Packages and the purchase steps are in Credits and buying; see the pricing page for current prices.

Do credits expire?

Yes. Credits are valid for 12 months after purchase and do not renew automatically. When credits are spent, the ones closest to expiry are used first. There is no subscription; packages are one-off purchases.

Do print orders or messages use credits?

No. No credits are deducted per order or per message. Where credits are spent is explained in Credits and buying.