Help Center Q&A

Help Center Q&A (FAQ)

Quick, actionable answers to common platform, billing, and technical questions.

General Platform Questions

Q. I need to set up custom branding, but my logo is getting cut off or looks blurry. How can I fix this?

Use a transparent PNG file with a wider landscape aspect ratio. Go to My Profile, click Change Logo, and use our built-in cropping tool to frame and save it without distortion.

Q. Can I run both Photo Selection and AI Photo Sharing for the same customer at the same time?

Yes! When creating your event, select your client and toggle both 'Photo Selection' and 'AI Photo Sharing' to Enabled. This links all photos under a single event code and client portal.

Billing & Pricing Questions

Q. I purchased a subscription plan, but my account still says 'Basic Plan' and my uploads are locked. Did my payment go through?

This can happen if the browser tab was closed before Razorpay could sync payment webhooks with our backend. Simply log out and log back in to force a refresh. If it remains locked, open a support ticket with your Razorpay Payment ID, and our team will link it immediately.

Q. How do your pricing tiers work? What is the difference between 'Photo Pro' and 'Studio Pro'?

Photo Pro (₹398/month or ₹1,698/year) includes all core Photo Selection and E-Album features. Studio Pro (₹1,197/month or ₹4,697/year) adds the AI Photo Sharing face recognition addon with automated WhatsApp alerts.

Q. I received a timed discount alert, but when I went to check out, the price didn't change. Why?

Our Timed Flash Discount Engine uses strict expiry limits. Ensure the discount is still within its active minutes/dates and matches the plan variant (monthly or yearly) you have selected.

Technical Troubleshooting

Q. My client completed their selection, but my auto-sorting filename list is empty or matches the wrong files. What happened?

This happens if you renamed images after uploading them, or if the client hasn't clicked 'Submit Selection' yet. Make sure the event status shows completed on your dashboard, and avoid editing folder contents once selection is underway.

Q. A guest scanned the live event QR code, but they are not receiving the WhatsApp OTP code. How can they register?

Verify they entered their 10-digit mobile number correctly without country prefixes (like +91). If text gateways are congested, they can click 'Send via WhatsApp' to receive their code instantly through WhatsApp.

Q. The AI matching process is taking a long time. Guests haven't received their WhatsApp photo links. Is the system down?

AI matching only runs after files are fully uploaded. Ensure your upload queue shows 100% complete and keep the browser tab open. Guests can also click 'Retake Selfie' to upload a clearer face shot, which triggers a match sweep.