Troubleshooting & FAQ
Fixes for the issues that come up most at a live event.
Uploads & the guest flow
A guest's QR-code upload isn't showing up on the kiosk.
The upload session expires after 5 minutes — ask them to rescan the code and try again. Also confirm the kiosk device is online, since the auto-pickup relies on polling the server.
A photo upload is rejected.
Uploads are limited to 10MB and must be JPEG, PNG, or HEIC. Large HEIC photos are converted and resized automatically, but very large originals from some cameras may need to be re-taken at a lower resolution.
The event page looks blank or outdated after I changed a setting.
If the device was recently offline, cached data may be stale. Reconnect and either wait for the "Refreshing data" banner or run Sync All from Sync Settings.
Printing
The Niimbot printer won't reconnect.
On web, the app reconnects automatically to the last paired device. On the iOS/Android/desktop apps, silent reconnect isn't possible — open the Bluetooth dialog and reconnect manually.
A label printed with the wrong layout.
Check the label size (mm) and layout option (vertical / QR-left / QR-right) under the event's Niimbot receipt settings, and confirm the change with the live preview before printing again.
The print server isn't found automatically.
Auto-discovery scans your local network subnet on port 3000. If the server is on a different subnet or VLAN, enter its IP address and port manually in the Print Server dialog.
A print came out wrong and needs to be redone.
Find the order in Orders and use Reprint to resend 1–100 copies per side without re-submitting the design.
Payments & credits
AI editing is disabled for guests.
Check the event's AI Features tab — the total event credit budget or per-session limit may have been reached, or the account's overall AI credit balance may be empty.
A guest's payment for a print didn't go through.
Open the order in Order Detail to see its payment session status. If you're using your own Stripe configuration, verify the correct configuration is selected for that event under Payment Settings.
I need more enabled events than my plan allows.
Upgrade from Starter to Pro (or Lifetime Access) in Plans, or disable an existing event to free up a slot.
Still stuck?
Reach out to your platform administrator or support contact with the event name, the order number (if relevant), and roughly when the issue happened — that's usually enough to trace it quickly.