Selfie Wi-Fi Guest Flow - Troubleshooting Guide

This guide covers the most common Selfie Wi-Fi guest flow issues and how to resolve them. Before treating a missing feature as a bug, make sure it is available on your account.

Guest Cannot Start

1. Make sure the guest is using the current event QR code or link.
2. Make sure the event is inside its opening and closing times.
3. Make sure Selfie Wi-Fi is turned on in the event’s General tab and your Cloud access and Selfie Wi-Fi seat are active.
4. Make sure the guest’s phone has internet access. If the venue Wi-Fi requires a login page, test the link on that exact network.
5. Do not reset the link of a live paid event as a first step. A reset cancels sessions guests already paid for.

Screens Are Not What You Expected

1. Check the event’s General tab. It shows the guest flow the event runs and its screens in order.
2. Check whether the event selected a saved flow, or uses the template’s flow.
3. Check where the flow is used before editing it. It may be shared with other templates and events.

Payment Screen Is Missing or Cannot Be Saved

1. Make sure the account is on an active Pro Cloud plan. Paid photos are not available on Basic.
2. If the editor shows Payments require Pro. Upgrade or disable Payment before saving., the account is not on Pro.
3. Make sure the Selfie Wi-Fi seat is active and the paid photo feature is activated.
4. Make sure the Stripe account or Shopify store is connected and shows as ready.

Guest Paid but Has No Photo

1. Open the payment list and filter by Paid, not delivered.
2. Check the original payment’s provider record.
3. Check the photo limit, daily AI budget, AI credits, and moderation queue.
4. Help the guest resume their original session with their resume code.
5. If Grant a retake is available, use it. Do not ask the guest to pay again.

Photo Is Waiting or AI Failed

1. Check whether the photo shows Awaiting approval or AI creation failed.
2. For a Face Swap failure, fix the asset and tag in the template’s Experience tab, or offer another experience.

Photo Limit Reached

1. Raise the event photo cap if appropriate.
2. Check any completed but undelivered photos separately.

Photo Is Missing From the Gallery or Display

1. Check moderation, the guest’s consent choices, and the gallery and display settings.
2. Make sure the guest has not already received their private result. Gallery visibility and private delivery are separate.

Result Email Not Received

1. Check the address the guest entered and the delivery status.
2. Do not send the email again while delivery is uncertain.
3. If the link is older than 24 hours, it has expired. Help the guest regain access instead of sending again.

Report Numbers Look Wrong

1. Make sure the date range is set in UTC.
2. Remember that counts are activities, not unique guests.
3. Remember that revenue is gross, by provider and currency, and does not subtract refunds.

When contacting Foto Master Support, include: the event and template names, the flow in use, the approximate time with time zone, the step where the guest stopped, the exact message on screen, the device and browser, whether a payment receipt exists, and the moderation or delivery status. Share contact and payment details through a private channel only.