Support

contact@o8studio.com

Monitored during event hours and on business days. We aim to reply within one business day, and same-day for a booth that is down mid-event.

To get a useful answer on the first reply, include:

• The event name and date.
• The booth number or booth ID, and the kiosk number if the problem happened at the drawing station.
• Roughly what time the session ran.
• What you expected to happen and what happened instead — plus a photo of the screen if there was an error on it.

• My download QR code stopped working. Download links expire about an hour after your photo is taken, for privacy. If yours has expired, email us with the details above while you are still at the event and we can re-issue it.
• My print didn’t come out, or came out damaged. Go back to the booth — staff can reprint from the same session. Reprints are only possible during the event run, before the photo is deleted.
• I want my photo deleted. Ask any booth staff member and they will delete it on the spot, or email us and we will find and remove it. See the Privacy Policy for what we store and for how long.
• Something went wrong during my session. Tell booth staff before you leave the queue area — most session problems can be fixed by simply running the session again.

Work through these before escalating; they cover most of what goes wrong on the floor. The full runbook is in the SnapLive operator manual bundled with your deployment.

• Video is black or won’t connect. Confirm the booth page was loaded over the HTTPS address, not a plain LAN address — camera access and the Zoom SDK both require a secure context. Then check that the performer has joined from their backstage link.
• Photos aren’t reaching the kiosk. Check the connection status indicator in the admin panel. If the booth shows as disconnected, reload the booth tablet; the session state is held server-side and will restore.
• The printer won’t print or reports no film. Re-pair the printer from the admin panel — the Instax link drops after a short idle period, and a low battery can make it misreport the film count. Replace the battery before replacing the film pack.
• A performer can’t get in. Shift codes are single-shift and expire; issue a fresh one from the admin panel rather than reusing yesterday’s.
• Still stuck? Email us with the booth ID and a screenshot of the admin panel’s status strip — that one screenshot answers most of our follow-up questions.

Deletion requests, access requests, and other privacy matters go to the same address: contact@o8studio.com. We respond within 30 days. Our full terms are on the Terms of Use page.