Troubleshooting

Most issues come down to a few things. Here are the common ones and how to sort them.

My upload stalled or some photos did not go up

1. Keep the tab open while uploading, large batches take time.
2. Use JPEG or PNG files, up to 60 MB each. RAW and HEIC files are skipped, the upload zone tells you how many.
3. If it was interrupted, drag the same folder in again. Duplicates are skipped, so only the missing photos upload.

Photos are stuck on "processing"

Processing means making previews and indexing faces and bib numbers so buyers can find themselves. It takes a while for a big gallery, give it time.

The watermark is not part of processing. It applies the moment a photo is viewed, so changing your watermark style never sends photos back to processing.

Some photos show as "failed"

One bad photo will not hold up the rest. To fix the failed ones:

1. If the upload just happened, select Retry failed in the upload zone.
2. Later on, open the gallery's manage screen and select Retry all failed.
3. Only if retry keeps failing, delete those photos and upload the files again.

My event is not showing

Events go live the moment you create them, there is no review wait. If you cannot find yours:

• Search the event name on Fotto, check the spelling and the year.
• It may have been a duplicate. We merge duplicate events into one, so look for an existing event for the same race and check there.
• Still missing? Contact support with the event name.

I cannot request a payout

1. You need to be owed RM50 or more. Below that, the balance keeps building.
2. You need payout details saved.
3. You can only have one payout request pending at a time.

Still stuck?