Troubleshooting
The problems that actually come up, and what to do in the moment.
A guest cannot scan the code
Almost always one of three things:
- They opened it inside another app. Scanning from Instagram or Slack can open a stripped-down browser that cannot reach the camera. There is a prompt on screen telling them to open it in their real browser, and that fixes it.
- The event is not live yet. Check the start time on the Overview tab. Before it, guests see a "not started" screen rather than a broken page.
- Their camera app does not read QR codes. Rare now. Send them the join link instead; it goes to exactly the same place.
Photos are not appearing
Work down this list:
1. Check the Needs review counter. Held photos have not reached your Drive yet, by design. See the Review tab.
2. Check the guest is actually shooting. The Guests tab shows Out of film and Not started separately, and both look like "no photos" from the outside.
3. Check your Drive connection. If it needs reconnecting, the dashboard says so. Nothing is lost while it is disconnected; delivery resumes.
4. Give it a minute. Photos upload from phones on venue wifi. A slow connection delays delivery, it does not lose the photo.
Your Drive is full
Delivery stops when there is no room, and those moments cannot be re-shot. This is the one failure worth preventing rather than fixing.
Check your free space before the event, not during it. A free Google account has 15 GB shared with Gmail and Google Photos, which is more than enough for a typical event but not if you are already close to the line. See your Drive.
Guests keep running out of film
Turn on auto-refill so they top up silently, or use Give all guests +5 shots on the Overview tab. Both draw on the event pool, so check the meter; if the pool is what is running low, top that up instead.
Something else
Email support@papped.co with your event name. If it is happening during the event, say so in the subject line.