Troubleshooting & FAQ

Using Webhooks in Pictor

Webhooks in Pictor allow external systems to receive real-time updates from your event workflow. Whenever a specific action occurs - such as completing a session, submitting a survey, or generating outputs - Pictor sends a structured message to a URL you define. This makes it possible to automate tasks, sync data with external tools, and extend the power of your Pictor events. Purpose of Webhooks The Webhook feature is designed to help event owners: - Automatically send session-related data to third-party systems - Include photos, videos, survey responses, and any extra custom fields - Trigger downstream actions (e.g. analytics tracking, notifications, etc.) - Improve integration between Pictor and external platforms such as Zapier, Make.com, CRMs, or custom APIs Webhooks open the door for advanced workflows and real-time automation outside of Pictor. Where Webhooks Are Used in the App Webhooks exist as a stage within the Event Workflow Builder. - You can place a Webhook step anywhere in the workflow - Data is collected and sent at the exact moment the guest reaches that workflow stage - What gets sent depends on the position of the Webhook (e.g., placing it after Survey includes survey data) This placement determines what information is available and included in the Webhook payload. How Webhooks Work 1. Permissions & Licensing All registered Users in Pictor automatically have the appropriate permissions to use Webhooks. However, when a Webhook is added as a Stage in the workflow, the user will see a message informing them that this event will become a Premium Event if it is not already. 2. Webhook URL This is the destination where your data will be sent. You can paste any URL provided by your integration platform, such as: - Zapier - Make.com - CRM endpoints - A custom server or API - Analytics tools Pictor will send data to this URL every time the workflow reaches the Webhook stage. 3. Request Type (GET or POST) Choose how Pictor should send the data: GET - Sends data as URL parameters - Often used for simple or lightweight integrations POST - Sends a structured JSON payload - Best for APIs, CRMs, and data-based integrations 4. Add Custom Headers (Optional) Some APIs require additional header information. Custom headers allow you to include data such as: - Authorization tokens - API keys - Custom identification strings You can add as many header rows as you need. Example: Authorization: Bearer 12345 5. Add Custom Values to Payload (Optional) Custom Values allow you to append your own key–value pairs to the payload. Use this for: - Campaign names - Event types - Internal tags - Notes or identifiers These values appear in the payload exactly as you define them and are useful for downstream automation. 6. Notify on Webhook Failure (Optional) If the external service returns an error - such as 404, 401, or 500 - Pictor can automatically notify you. You will receive an email containing: - The status code returned - A short error description (if provided by the external service) - The name of the affected Webhook This makes troubleshooting quick and straightforward. Example Email: “Webhook failed with status 500 – Internal Server Error.” Pictor does not automatically retry failed Webhooks. What Happens When the Webhook Runs When the guest reaches the Webhook stage in the workflow: 1. Pictor gathers all available data (outputs, survey answers, toggled fields, custom values, etc.) 2. A JSON payload (POST) or URL parameter string (GET) is built 3. The request is sent to the Webhook URL 4. Pictor checks the response - 2xx or 3xx = Success - 4xx or 5xx = Failure 5. If failure notifications are enabled, Pictor emails you immediately All of this happens automatically - no action is required from you. Multiple Webhooks Pictor fully supports adding multiple Webhook stages within a single workflow. Each Webhook has: - Its own URL - Its own enabled/disabled fields - Unique custom values - Independent payload construction - Independent success/failure handling This allows advanced scenarios such as: - Sending survey data to one system - Sending media to another - Triggering analytics updates at a different stage Error Handling & Notifications If a Webhook request fails: - A notification email is sent (if configured) - The email includes the HTTP status code and brief explanation - You may need to check your receiving service or API logs - Pictor does not retry failed requests

Troubleshooting: Email/Text Delivery

Overview Pictor sends photos and videos to your guests via email and SMS/text directly from the Share Output screen during an event. Emails are sent from [email protected] by default. This guide covers common delivery issues and how to resolve them. How Email Delivery Works in Pictor When a guest completes an experience at your event, they reach the Share Output step in your event workflow. Here they can enter their email address (and phone number, if SMS is enabled) to receive their photo or video. Pictor sends the delivery from [email protected] with the output attached or linked. Key settings that control email delivery are found in your Event Editor → Workflow → Share Output step: Pictor Share Output email delivery settings showing Allow email, Require email, FROM NAME, FROM EMAIL, REPLY TO, SUBJECT, and Email Content fields - Allow email — Must be toggled ON for guests to receive emails - Require email — Forces guests to enter an email before proceeding - Attach Output — Attaches the photo/video file directly to the email - FROM NAME — The sender name guests see (default: "Pictor.pro") - FROM EMAIL — The sending address (default: [email protected]) - SUBJECT — The email subject line; supports the ####{{EVENT_NAME}} variable Emails Not Arriving If guests report they are not receiving their photos or videos by email, work through these steps: 1. Check Spam / Junk Folders This is the most common cause. Ask the guest to check their Spam, Junk, or Promotions folder for an email from [email protected]. Many email providers automatically filter automated delivery emails. 2. Verify the Email Address Was Entered Correctly Typos happen frequently at live events — guests may mistype their email address on the touchscreen. Common mistakes include: - Missing characters (e.g., john@gmailcom instead of [email protected]) - Wrong domain (e.g., .con instead of .com) - Extra spaces before or after the address Consider enabling Allow multiple emails in your Share Output settings so guests can send to more than one address as a backup. 3. Corporate / Work Email Filters Corporate email systems (Microsoft 365, Google Workspace with strict policies, etc.) often block automated emails from unfamiliar domains. If a guest uses a work email, suggest they try a personal email address instead (Gmail, Yahoo, Outlook.com, etc.). 4. Whitelist pictordelivery.com For recurring events or corporate clients, ask the IT department to whitelist the domain pictordelivery.com so that delivery emails are not blocked. This is especially important for on-site corporate events where most guests will use company email addresses. 5. Check Your Event's Email Settings In your Event Editor, go to Workflow and click on the Share Output step. Verify: - Allow email is toggled ON - Attach Output is toggled ON if you want the file attached directly - The FROM EMAIL field is set correctly - The EMAIL CONTENT field contains appropriate messaging 6. Large File Sizes If your experience produces very large output files (high-resolution photos or long videos), the email may be delayed or rejected by the recipient's email provider. Consider optimizing your output resolution settings if delivery issues are widespread. Texts / SMS Not Delivering Pictor also supports SMS/text delivery of outputs. If texts are not being received: 1. Verify SMS Is Enabled In your Event Editor, go to Workflow → Share Output and make sure Allow sms is toggled ON. This is off by default and must be explicitly enabled for each event. 2. Make sure #{{contentURL}} is in the message content Guests must enter a valid phone number with the correct country code. Ensure the touchscreen interface makes it clear what format is expected. 2. Check the Phone Number Format The variable, #{{contentURL}}, is what will be replaced by the url to the event guests' user generated content. Without it, they will get a text without a link. 3. Carrier Filtering Some mobile carriers filter automated text messages. This is more common with short codes or bulk messaging. If a guest isn't receiving texts, suggest they try email delivery instead. 4. Phone Set to Block Unknown Senders Many smartphones have a setting to filter or silence messages from unknown senders. Ask the guest to check their phone's message filtering settings. Tips for Reliable Delivery - Test before the event — Always run a test experience and send a delivery email to yourself before going live - Use a clear subject line — Customize the SUBJECT field so guests recognize the email (e.g., "Your photo from [Event Name]!") - Keep email content brief — Shorter emails are less likely to trigger spam filters - Enable both email and SMS — Offering both options gives guests a fallback if one method doesn't work - Display a QR code alternative — Consider using Pictor's Gallery Microsite or Sharing Station features as an alternative delivery method - Inform guests to check spam — A small sign near the booth reminding guests to check their spam folder can reduce support requests significantly Still Having Issues? If you've tried all the steps above and emails or texts still aren't delivering, contact Pictor support with the following details: - Your event name and ID - The recipient email address or phone number that isn't receiving delivery - The approximate time the delivery was attempted - Whether the issue affects all guests or just specific recipients

Troubleshooting: Sharing Station Issues

If your Sharing Station isn't displaying images or videos correctly, this guide will help you troubleshoot the most common issues. Images Appear as "Ghost" or Placeholder Thumbnails If images on the Sharing Station look faded, blank, or show as ghost-like placeholders that never fully load: 1. Check your internet connection. The Sharing Station requires a stable internet connection to pull images from the cloud. Test connectivity on the Sharing Station device by opening a web browser. 2. Wait for cloud processing to complete. If your event uses AI effects or cloud-based rendering, a temporary placeholder image is displayed while the final output is being generated. This is normal — the final image should replace the placeholder automatically within a few moments. 3. Refresh the Sharing Station. Go back to the Event Settings page and click the Sharing Station button in the Control Panel at the bottom of the page to relaunch it. This forces the gallery to reload and pull the latest content. 4. Check that the event is still running. The Sharing Station pulls sessions from the active event. Make sure the main booth event has not been stopped or paused — you can confirm this on the dashboard where live events show a green dot. 5. Restart the Sharing Station device. If the issue persists, restart the iPad or tablet running the station, then relaunch the Sharing Station from the Pictor dashboard. Videos Not Showing on the Sharing Station If photos appear on the Sharing Station but videos are missing: 1. Confirm video rendering is complete. Videos take longer to process than photos, especially with AI effects applied. You can check the Generated Media count in the Control Panel on the Event Settings page — if it's still incrementing, processing is ongoing. 2. Check your event type. Ensure you are running an Advanced event (shown as a blue "ADVANCED" badge on your event card). Simple events may have limited video support. 3. Verify your license level. Video features and the Sharing Station both require a Pro-level license or higher. The Sharing Station toggle in Output Delivery shows a "Pro" badge — if your license doesn't cover Pro features, it won't work. 4. Refresh the Sharing Station. Relaunch the Sharing Station from the Control Panel on the Event Settings page. No Sessions Appearing on the Sharing Station If the Sharing Station gallery is completely empty: 1. Confirm the main booth is actively capturing. Sessions only appear on the Sharing Station after guests complete a session. Check the Virtual Session and Physical Session counts in the Control Panel on the Event Settings page. 2. Verify the Sharing Station is enabled. Click Output in the left sidebar of your event → scroll down to find SHARING STATION (marked with a "Pro" badge) → confirm the toggle is set to On. 3. Make sure both devices are on the same event. The Sharing Station must be launched from the same event that the main booth is running. Each event has a unique Event Code shown on the Event Settings page. 4. Check your internet connection on both the main booth device and the Sharing Station device. Sharing Methods Not Working If guests can see their images but sharing (email, text, AirDrop, etc.) isn't working: 1. Verify sharing methods are enabled. Click Output in the left sidebar of your event settings. Check that the sharing methods you want (email, SMS, download, etc.) are toggled on. 2. Check your email/SMS configuration. If email or text sharing isn't working, ensure your messaging settings are properly configured with valid sender information. See our Email and Text Message Sharing guide. 3. Test with a different sharing method. If one method fails, try another to isolate whether it's a method-specific issue or a broader connectivity problem. Still Having Issues? If none of the above steps resolve your problem, contact our support team through the chat widget on this page or email [email protected]. Please include: - Your Event Code (found on the Event Settings page, e.g., "VC5MVG") - The device(s) you're using for the Sharing Station - A screenshot or description of the issue - Your session counts from the Control Panel (Virtual Sessions, Physical Sessions, Generated Media)

What are your hours for tech support?

Pictor is here when you need us, whether it's an on-site issue or wanting to learn more about our features and functions. Chat and Email Support Monday through Friday - 9 AM to 5 PM CST Emails and tickets are monitored after hours and weekends for emergency issues Emergency Phone Support Check your Pictor dashboard for our phone number Please note that this emergency line is meant for when you're having an issue on-site at an event and are a current Pictor subscriber

How do I change my password?

If you've forgotten your Pictor login, head over to the Forgot Password (https://app.pictor.pro/forgot) page.If you did not receive an email, please email [email protected] to reach a technician who can help reset your account.

How secure is my data on Pictor?

Rest assured with Pictor, your data and images are kept secure and private. We prioritize your privacy, and we have strict measures in place to ensure that your information is not shared, sold or accessed by unauthorized users. Your trust is important to us, and we are committed to providing a safe and reliable experience for all our users.

Is Pictor suitable for personal projects?

Yes! Pictor can be used for personal events like birthday parties, weddings, and family gatherings. Our flexible pricing plans work for both professional photo booth operators and casual users who just need a one-time setup.

What type of images can Pictor generate?

See how Pictor can transform basic images to epic AI-generated masterpieces! We are constantly adding in new AI outputs so be sure to check back often. If you have a suggestion on a filter you would like to see, please email our support team at [email protected] Source Image Sample AI Output

Do I need internet for Pictor to work?

Yes, Pictor requires internet since our software utilizes cloud-based processing to render your images. This approach allows us to deliver high-performance results while ensuring that your local device's resources remain free for other tasks.

What softwares can I use with Pictor?

Integrations (Dropbox and Pictor API)

Pictor API Pictor has their own API to work with external softwares and features. Simply toggle this switch to enable or disable this feature. By pressing the New API Key, Pictor will generate a new API key. Dropbox Enable Pictor to connect with Dropbox which will store your final, rendered images. Simply login to your Pictor account and navigate to the Integrations tab. Turn on the Dropbox swatch and press Authorize. Enter in your Dropbox credentials to sync with Pictor. You can find your images in Dropbox by navigating to /Apps/Pictor/ where your images will be stored.

What fonts are available in Pictor's template editor?

Choose from a wide range of fonts or upload your own custom font with ease. Just open the template editor within Pictor, add your text, and select or upload the font you want.

I'm having issue with Pictor loading?

We are dedicated to maintaining Pictor's servers with 99% uptime, ensuring seamless accessibility and reliability for our users around the clock. Please visit https://status.pictor.pro/ to see the current status of Pictor. If you are experiencing any issues with connectivity with our app, please reach out to us at [email protected]