Frequently Asked Questions
FAQs
Captura Workflow Preferences
What is the difference between the main contact and order email
The main contact email appears on customer invoices. The order email receives order notifications.
Do I have to put an address in
Yes. It provides contact info to customers and is required for bulk‑order shipping.
Why is my order processing rate different
The rate shown includes your commission plus the 2.9% merchant fee.
How do I set up limited access for other users
Edit user roles and permissions to restrict access to sensitive areas.
Jobs
Should I turn off Bulk Orders once Direct Shipping begins
No. The Start Direct Ship date overrides the bulk setting.
I set a start direct ship date, but my orders haven’t released
Uncheck “Hold Direct Ship Orders” to allow automatic release.
Can I add multiple email addresses to a subject
Yes—separate them with semicolons and no spaces.
Is it better to Preserve or Overwrite Images
Preserve originals whenever possible.
Why do I get an error exporting subject data and images
Special characters in data or filenames prevent export.
Why do I get duplicate subjects when merging new data
Why am I being asked to enter an online code
Subject galleries require individual access codes.
How can I remove old galleries from my landing page
Set the gallery to Hidden in Job Configuration.
What does “keep my copy or theirs” mean
A conflict occurred between devices. Choose which version to keep.
Price Sheet
How do I charge a fee for additional images
Edit the package’s image configuration to add surcharges.
How do I set retouched images to go back into the job
How do I add an offer to my price sheet
Can I hide certain products online
Yes—use the product’s Visibility setting.
My Designs
I don’t see all My Designs orders
Only studio‑fulfilled image services appear in the Fulfillment tab.
Shopping Cart
Can customers combine multiple subjects in one package
No. Packages cannot mix subjects.
Can customers check out multiple subject carts together
Yes—only if all conditions are met:
No Custom Forms
Jobs that require a Custom Form at checkout must be checked out separately.
If any subject in your cart uses a Custom Form, multi‑cart checkout won’t be available.No Pre‑Order jobs
Pre‑order jobs must be checked out individually as they require a custom form for matching subjects to orders.
If any subject is part of a pre‑order, you’ll need to complete that purchase on its own.No “Hold Order Fulfillment Until Manual Release”
If a job has “Hold Order Fulfillment Until Manual Release” enabled, it cannot be combined with other carts in a single order.All jobs use the same cart template
All jobs included in a multi‑cart order must share the same cart template.
If templates differ, you’ll be prompted to check out separately.
If multi‑cart checkout isn’t available, subjects must be purchased separately.
Why can’t customers delete items from their cart
Their browser is storing old data. Have them clear cache or use incognito mode.
Smart Tag
Why are there pictures of multiple subjects under one subject
Scan the next subject’s barcode before capturing their images.
Can I enforce an aspect ratio while capturing
Yes—configure this under Preferences → Smart Tag.
Why aren’t my camera images showing in Workflow
Verify hot folder setup, file type (.jpg only), and that a subject is selected.
Smart Sort
How far away can I be when photographing the QR code
What if a child loses their QR code
The studio can send the direct gallery link.
Can I reuse QR codes across galleries
No. Each QR code is unique to its gallery.
Orders
Can I edit images after an order is placed
Only while the order status is New.
How do I add a group image after the order is placed
Use a placeholder product, upload the final image, then re‑select it in the order.
How do I release orders for retouching
Why don’t I see the refund option
Your user permissions may need updating.
Is it a cash order? You can not refund a cash order inside of Workflow
How do I retrieve Stripe payout reports
Customer didn’t receive their digital download
Possible reasons include spam filtering, unsubscribing, or incorrect email.
How do I bulk add orders
Troubleshooting
How do I clear the cache in Captura Workflow
Hold Shift + Logout, fully exit, reopen, and log in again.
How do I reupload missing images
My images won’t replace
Ensure filenames match and try clearing Workflow’s cache.
My images are failing to sync
Check file size—PNG files over 25MB may fail.
Labs
How do I connect to a lab
Contact support to add the lab to your account.
Can I give the lab access to my account
Yes—add them as a user with a restricted role.