Help · Troubleshooting
Things that occasionally go wrong.
Common issues + how to get past them. If you're stuck, email us.
My upload stopped mid-batch.
The upload form persists state to your browser's localStorage. Reload the page; you'll see "Resumed previous upload" with the remaining files marked "re-pick needed" (browser security doesn't let us hold a File handle across reloads).
Drag the same files back in — fingerprints match the saved entries and they pick up from where they stopped. Already-uploaded files stay marked done.
Photo upload says 'CORS expose missing'.
Our admins need to run the S3 CORS configuration script after bucket changes. If you see this in production, email us — it's our problem, not yours.
My child isn't getting matched.
A few things to check, in order:
- Did the enrollment video record successfully? Check your dashboard — there should be reference photos under your child's entry.
- Has the camp uploaded photos yet? Recognition runs after upload.
- Are the photos sharp enough? Heavy motion blur reduces match rates. Distant photos with small faces (<60px) get filtered out.
- Is your child wearing sunglasses or a hat in all the photos? Face occlusion is a common false negative cause.
If nothing matches after a week of uploads, email us — we can double-check the engine's view of your enrollment.
I'm getting too many false-positive matches.
Reject false positives via thumbs-down in /dashboard/matches. The engine doesn't auto-tune from false positives yet (we're building this in) — but rejecting at least filters them from your view.
Sign-in keeps redirecting me to /login.
Most often a cookie issue. Try:
- Clearing cookies for photoenroll.com
- Disabling third-party cookie blockers (we don't use third-party tracking, but some extensions misclassify auth cookies)
- Trying a different browser to isolate the issue
Webcam won't activate for enrollment or selfie search.
Most likely browser permissions. In Chrome / Safari / Firefox, check the address bar for a camera icon — click and grant access.
On macOS: System Settings → Privacy & Security → Camera, and make sure your browser is enabled.
If your camera still doesn't activate, use the "Upload photo" option instead — it accepts a regular photo from your camera roll.
I deleted my account but my data is still being matched.
Deletion runs immediately. If you're still seeing matches, your old session may be cached — sign out and back in. If that doesn't fix it, email us — that's a bug we want to know about.
Still stuck?
Email us with: what you were trying to do, what happened, and a screenshot if you have one. We'll respond fast — we're small.