# Missing Photos

There are several reasons why a participant may not have received their photo. Understanding these scenarios will help you troubleshoot during an event or respond to guest inquiries afterward.

#### Common Causes for Missing Photos

* **Offline Queue**: If the event Wi-Fi is unstable, photos will stay in the app's offline queue. These photos will not be sent via email or text until the iPad is reconnected to a strong internet connection. Learn more.
* **User Typo:** It is common for participants to accidentally mistype their email address or phone number in a fast-paced event environment.
  * *Solution*: If your gallery is **Public** or **Unlisted**, share the gallery link with the guest so they can find and share their photo manually. If your gallery is **Private**, you can search for the photo in your dashboard based on the guest's description.
* **Abandoned Sessions**: A session is considered "abandoned" if a guest walks away before the upload is triggered.
  * **Public/Unlisted Galleries**: Upload occurs at the gallery opt-in step.
  * **Private Galleries**: Upload occurs when advancing from the edit screen to the sharing screen.
  * *Note*: Abandoned photos are automatically discarded by the app and **cannot be recovered** by the Simple Booth team.
* **Moderation Queue**: If you have Photo Moderation enabled, photos will not appear in the gallery or be sent to participants until they have been approved in your dashboard.

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#### Guest Support Requests

Guests sometimes contact Simple Booth directly to find their photos. Here is how we handle those requests:

* **Public Galleries**: If we can identify the public gallery based on the guest's description, we will provide them with the link.
* **Private or Missing Galleries**: If we cannot find the gallery, if the gallery is set to Private, or if we suspect the photos are stuck in your offline queue, we will direct the guest to contact you.

{% hint style="info" %}

## Your Privacy

We do not share your private contact information. We will provide the guest with your company name and a link to your Simple Booth Public Profile if you have one configured.
{% endhint %}


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