Troubleshooting

Quick fixes for the problems hosts and guests run into most. If none of these help, email support@aine.cam with your event code and a screenshot.

Signing in#

The sign-in email did not arrive#

• Check spam and promotions folders for an email from AINE.
• Wait a minute, then use send it again.
• Check the email address for typos.
• Links work once and expire after an hour; request a fresh one if it is older.

I signed in but landed on the wrong page#

Open the link on the same device and browser where you requested it. Otherwise you land on Host home; your event is listed there.

Guests and the camera#

"Camera access needed"#

The browser blocked the camera. On iPhone: Settings › Safari › Camera › Allow, or tap the aA menu › Website Settings. On Android Chrome: tap the lock icon by the address › Permissions › Camera. For video, allow the microphone too. If the QR opened inside another app, open the link in Safari or Chrome instead.

"This event is full"#

Your guest cap is reached. Upgrade from the Plan card and guests can join straight away.

"Event not found"#

The code in the link is wrong. Guests should scan the QR from a table card or the wall, or check the six-letter code.

Shots stuck on ON PHONE or Sending#

• The phone has no signal. Shots send by themselves when it returns.
• On iPhone, keep the AINE page open; uploads pause when the tab is in the background.
• Move to better Wi-Fi or mobile data, and reopen the page.
• Do not clear the browser or close the tab until the tiles say LIVE or IN REVIEW.

The shutter is disabled#

Shots have run out (the guest's own or the room's), the event is paused, or the event has ended. The card on screen says which. Top up, resume or reopen as needed.

The Video tab is missing#

The browser cannot record video. Update the browser, or use Safari on iPhone or Chrome on Android.

A guest cannot leave a wish#

Wishes need a connection to send, a drawing or some words, and wishes switched on. Each guest has a wish limit (1 on Spark, 3 on paid plans).

The wall#

New photos are not appearing#

• Check the Live tab: are shots waiting for approval? Approve them or turn on auto-approve.
• Guests may have turned on "Not on the wall, please".
• Reload the wall page and check the wall device's internet connection.
• If you set a reveal time, the album reveals at that time.

The wall went to sleep or shows a login#

Turn off sleep on the device. The wall link never needs you to sign in; reopen aine.cam/live/CODE.

Pairing says "No screen is showing that code"#

Open aine.cam/wall on the extra screen first, then type the code shown there.

Plans and payments#

I paid but the badge still says Spark#

Wait a few seconds and refresh. Activation follows Stripe's confirmation. If it still shows Spark after a few minutes, email support with the event code; your payment is not lost.

The promo code was not accepted#

The code may have expired, be a referral code on a non-first plan, be your own code, or not apply to this plan. Your event was still created; pay from the Plan card with or without a code.

I cannot change the event name#

Details lock about a day after the start. Email support@aine.cam with your code and the change.

I cannot move the date#

After the first shot the date moves by up to three days. Use Postponed? on the Before tab for one bigger move, or request a new date.

After the event#

The film is not ready#

The film is cut after you end the event, usually within about 30 minutes. It is included on Shine and Solstice. If it failed three times, tap Try again.

A guest did not get their keepsake#

Keepsakes go by email to guests who left an address and have at least one approved shot, after the event is ended. Ask them to check spam. Guests who did not leave an email can still see their shots in Your shots on the same phone and browser.

Download all is slow or stops#

The ZIP is built in your browser. Use a computer on a strong connection and keep the tab open. For very large albums, try again later or email support.

I ended the event too early#

Tap Reopen on the After tab. You can reopen once within 7 days.