Troubleshooting and contacting support

This page lists the messages Pixamatch shows when something goes wrong, what each means and what to do, and how to reach support.

Errors on our side

• "Internal server error" — something broke on our server while doing what you asked. It is recorded automatically, with a request id that lets us find exactly what happened. Try once more. If it happens again, contact support, say what you were doing and at what time, and mention the request id if the message shows one.
• "Server is busy finishing other jobs — please try again shortly." — uploads, culls and syncs share the server, and the queue is full. Wait a minute or two and try again. Uploads already running retry by themselves.

Signing in

• "That email or username and password did not match." — wrong email, username or password, or a deactivated account. Being sent back to the sign-in page means your session ended; sign in again. "Your account and your team" covers every sign-in problem.
• The sign-up code email did not arrive — check spam, wait a minute, press Send a new code. Temporary inboxes are refused at sign-up.

Uploading photos

• "Too large to upload." — one file is larger than the per-file limit of 50 MB. This is almost always a very large RAW file. Export it as a JPEG or TIFF and upload that instead.
• "The internet connection dropped while sending." — the connection went away in the middle of a batch. Press Retry N once you are back online; the photos that made it are not sent twice.
• "Pixamatch had a problem saving them." — the server could not store that batch. Press Retry N; if it keeps happening, tell support.
• "Not a photo Pixamatch can read." — the file is not a JPEG, PNG, WebP, TIFF or supported RAW, or it is damaged.
• "This batch (… MB across … files) is too large for the server. Try uploading fewer or smaller files at once." — upload fewer files at a time.
• "Unsupported file type: …" — only JPEG, PNG, WebP, TIFF and RAW (.arw, .nef, .cr3, .cr2, .dng, .orf, .raf, .srw) are accepted. HEIC photos and Panasonic RAW (.rw2) are not accepted yet; the upload list says so for each file. Export them as JPEG (or DNG for RAW) first. On an iPhone, choosing photos from the photo library hands them over as JPEG.
• "Already uploaded — skipped" — the very same photo is already in this photo set, so it was not uploaded again.
• Stop does not seem to stop — Stop answers at once with "Stopping…" and then "Stopped — N of M uploaded." A batch already on its way may still land. To finish later, press Upload the other N on the row, or Check for new photos.
• "Left out … videos and … other files — they are not photos." — the folder held videos, camera files or hidden system files besides the photos. Only photos upload; nothing needs doing.
• "… photos didn't finish uploading to … last time." — the tab was closed or reloaded during an upload. Press Choose folder and pick the same folder: the photos that did not make it upload, the rest are skipped. × forgets them.
• An upload sits at "Optimizing photos… 0 of …" for minutes — the computer is reading the photos slowly, often from a NAS or a USB drive, or is short of memory. Close other tabs and programs, or copy the shoot to the computer's own drive first. Pixamatch is told automatically when an upload sends nothing for 3 minutes, with what it was doing, so support can see it.
• "This album already has … of 1000 photos — … more can be added, you sent …." — an album holds up to 1,000 photos across all its parts. Upload fewer, or take photos out of the album first.
• "This upload does not fit: your plan holds … photos and has room for … more." or "Your plan is full (… photos)." — your studio's plan is full. Close or delete an event you have delivered, or ask Pixamatch for a bigger plan. The whole drop is refused, so nothing half-lands. See "Plans and storage".
• "Your free trial has ended. Choose a plan to upload more photos" or "Your plan has run out. Renew it to upload more photos" — uploads to selects need a plan; the studio admin's plan card has Choose a plan / Renew. Album designer uploads are not affected.
• "Photos are still uploading — you can build as soon as they are in." — wait for the upload to finish.
• "Uploads finished with N failed photos — open Upload photos to retry." (album designer) — open Upload photos and retry the ones that failed.

Originals (full-quality files)

• "Use your shoot folder" — an original-quality export needs the original files. Press Choose shoot folder… and pick the folder with the shoot's RAW or JPEG files, or Use web copies to export now.
• "Choose where to save the PSDs" — the browser only opens a folder picker right after a click, and the export took a moment to get ready. Press Choose folder… to pick where the PSDs go.
• "Some originals were not found" — those files are not in the folder you picked (or are named differently). Press Choose another folder… for the folder or card that holds them, or Use web copies for the rest.
• The Original quality button is greyed out — none of the album's photos has an original saved with it. Exports still read the originals from your shoot folder.

Saving the album

• "This album was changed in another tab or by another user. Reloaded the latest — your last change here was not saved." — someone, or you in another tab, saved newer work. Redo your last change, and keep one tab per album.
• "Another tab or user switched this album to a different version. Reloaded it — your last change here was not saved." — the album's active version was switched elsewhere. Check Versions and redo your change.
• "This album keeps being changed elsewhere. Reload the page to continue." — reload the page, and keep the album open in one tab only.
• Save failed · Retry — the last save did not reach us. Check your connection and press it.
• Layouts unavailable · Not saving — some spreads use layouts your account cannot see, so they are shown as plain grids and nothing is saved, to protect the real layouts. Contact support; do not keep editing that album until it is fixed.

Exporting and credits

• "Not enough spread credits — this export needs … spread credits and you have …. Ask your studio admin for more." — your balance is too small. A team member asks the studio admin; an admin or freelance designer tops up with Pixamatch (a freelance designer's message says "Ask Pixamatch for a top-up", a studio admin's "…and the studio has …. Ask Pixamatch for a top-up.").
• "Your spread credits have expired. Ask your studio admin to renew them to export." — the credits are past their expiry date. Ask for them to be renewed. A studio admin reads "Your studio's spread credits have expired. Ask Pixamatch to renew them to export."
• "Export failed — please try again." — export again; a version already paid for costs nothing the second time.
• "The export was lost — please export again." — export again.
• "The studio pool has … credits — not enough to hand out …." (Team page) — the pool is short. Top up with Pixamatch first.

"Spread credits and exports" lists every credit message, including "Your account isn't attached to a studio — contact Pixamatch."

Client and guest links

• "Invalid or expired session." (client culling link) — the link was deleted or re-made, or it was copied incompletely. Send the client the current link from the select's Client link step.
• "This link is paused" (client link, face search or album page) — the studio's plan ended more than 15 days ago. Renewing the plan opens every link again at once.
• "These photos are under a legal hold and can't be deleted. Contact Pixamatch." — Pixamatch has put a legal hold on these photos; they cannot be deleted or closed until it is lifted.
• My client pressed Send by mistake — on the select's Client link step, tap ⋯ → Reopen for client on that link. They carry on with the same link and their picks still marked.
• "These picks were already sent out as another round, so this one can't be reopened." — you already used Send another round on those picks; send the client that newer link instead.
• "Incorrect passcode" — the PIN is wrong. It is shown next to the link on the Client link step.
• "No photos found matching your face." (guest search) — see "Guest face search" for selfie tips.
• "Publish this version first — the album link shows the published one." — publish the version (Share) before Send to client.
• "Those are not graded spreads — bring back a flattened JPEG, TIFF or PNG of each spread (not the .psd)." — flatten and save each spread as JPEG, TIFF or PNG.

Pix AI

Pix AI is reached from the Claude app through the Pixamatch connector (see Pix AI through Claude).

• "Could not open the album: …" — Pix AI could not load the album. Ask again in a moment.
• Pix AI says the version is yours and describes a fix instead of making it — that is on purpose: it never writes on your version. Make the change in the designer.

Pixie

• "You have used today's chats with Pixie. Use "Contact Keshav" below and he will get back to you." — Pixie answers about 30 messages a day per person. Use Contact Keshav, or ask again tomorrow.
• "Pixie is not available right now. Use "Contact Keshav" below." or "Pixie hit a problem. Try again, or use "Contact Keshav" below." — try once more, or press Contact Keshav.

Contacting support

• In the studio: ask Pixie, the help chat: Ask Pixie at the bottom of the sidebar on a computer, the Pixie tab on a phone, and the round lens button at the top of the album designer (on a phone, ⋯ then Ask Pixie), and Ask Pixie at the top of the album set-up steps. When Pixie cannot solve it, tap Send to Keshav — it sends him your chat. Or tap Contact Keshav and describe what happened in one or two sentences. His answer shows under My tickets and in your notifications. Pixie chats are saved for 90 days so Pixamatch can see which questions Pixie answers badly and improve it; only the Pixamatch team can read them.

• On WhatsApp: +91 79944 99974.

Tell us your username, the select or album name, what you clicked, the exact message (a screenshot is best) and the time. Never send your password.