Troubleshooting

Here you find solutions for the most common problems, sorted by area. If none of them helps, write to us at studio@portraitflow.ch.

Invitation and personal link

The invitation did not arrive

• Check the spam or junk folder. The sender is called „PortraitFlow Mitarbeiterfotos“, the sender address is studio@portraitflow.ch.
• Check the email address in the customer portal. If you correct it while the person has not uploaded a photo yet, a new invitation is sent automatically to the right address.
• Company mail filters sometimes block messages. Ask your IT to allow emails from the domain portraitflow.ch.
• For contract customers PortraitFlow triggers the invitations. If nobody has been invited yet, write to us. In the free trial account you invite people yourself with one click in the portal.

“Link no longer valid”

• The latest link always applies. If you have received a newer invitation in the meantime, use that one.
• The link is valid until the project deadline. After that a new invitation is needed. Contact the responsible person at your company, who arranges the invitation. A later invitation is valid for 14 days.

Uploading the photo

The photo cannot be uploaded

• JPG, PNG and HEIC (iPhone photos) are allowed, up to 10 MB per file.
• If the file is larger, export the photo smaller or as a JPG.
• Tips for a good photo are in the photo guide.

“Upload locked” message

If the person’s photo has already been uploaded collectively by a photographer, their own upload link is locked. If you want a new photo, contact PortraitFlow.

Uploading a different photo (retake)

Report the request to PortraitFlow. We request a retake, and the person receives a new email with a fresh upload link, with notes about the new photo if desired.

Approval and download

The image cannot be downloaded

• An image is only released for download after the person has approved it. Until then the download in the portal and through the API is blocked.
• If there is no edited image yet, editing is in progress. It takes a maximum of 5 business days.

The approval email did not arrive

Check the spam folder. The approval link is valid for 30 days. PortraitFlow can resend the email; write to us.

The person is not satisfied with the image

The person does not approve the image but states change requests. PortraitFlow adjusts the image, after which the person receives a new approval link.

The downloaded image looks cropped

In your customer sizes the section is aligned on the eyes. You get the image in full size without specifying a size. Details under Image formats and download.

Customer portal and login

The link to set the password has expired

The link to set the password is valid for 7 days. Use “Forgot password?” on the login page to get a new one. If that does not work, write to us.

“Your account is deactivated”

The account has been blocked by PortraitFlow. Please contact us.

No further employees can be added in the trial account

The free trial account is limited to 3 employees. For more employees you need a contract; write to us.

Import and API

Rows were skipped during the CSV import

Invalid email addresses and duplicate email addresses within the project are skipped. After the import you see which rows were affected. The expected format is described under Inviting and importing employees.

The API responds with an error

The meaning of the codes 401, 403, 404, 409, 422 and 429 is explained in the “Errors and limits” section of the API documentation.