Find the quick fix for your problem below, or email us a few details so we can help fast.
1. Try the matching article first
What's happening | Read this |
A photo isn't on the iPad or in the gallery | |
A guest didn't get their text | |
A guest didn't get their email | |
The iPad can't find your PC | |
You can't get out of the sharing station | |
Prints aren't coming out right | |
The internet is down |
Keep the event running while you look. Leave PixoShare open on the PC: photos and shares waiting there go out by themselves once the problem is fixed.
2. Email support
Email [email protected] with the event name and the problem in the subject, for example "Smith Wedding: texts stuck on Queued". Include:
The event name and date.
Your app versions: on the PC, next to the PIXOSHARE logo at the top left; on the iPad, at the bottom of Settings (skip it if you can't leave the sharing station).
How things are connected: PixoShare PC or PixoShare Cloud on the iPad, Online mode or Offline mode on the PC.
Where the photo first goes missing: the watch folder, the PC's Upload queue, the iPad, the event's Overview tab, or the guest's link.
The exact message, word for word.
A screenshot or phone photo, with guests' phone numbers and email addresses covered.
The PC's diagnostics file, for a problem on the PC. In Settings, open the Device tab and click Export diagnostics under Support, then attach the .zip file. It leaves out your PIN and guests' contact details.
3. Never send these
Leave these out of your email. We never need them to help you:
Passwords: your PixoShare login or a Client Gallery password.
PINs and codes: the PC's Local sharing PIN, the iPad's exit PIN, your Guided Access passcode, or a pairing code.
Guest contact lists, such as Export Shares files or the guest contacts CSV.
Good to know
Run through the Event day checklist before guests arrive to head off most of these.
If a guest asks for their details to be deleted, see Guest contact details, consent and exports.