Every message, explained

The organiser added a PIN. Look for it in the team chat or ask the organiser. You only enter it once on each phone. See Add a PIN to your season.

Check the digits and try again. If the organiser changed the PIN recently, ask for the new one.

After five wrong PINs in 15 minutes the season pauses PIN entry on that phone, to stop guessing. Wait a few minutes, then enter the right PIN.

Open the season link again and tap your child under "I'm a parent of…", or choose "Just a supporter".

Before the first photo or a Family Reel, Galamento asks once on each phone that you are 18 or older and agree to the terms. Tick the box, then press Continue. Organisers see the same box once, after their first sign-in.

Photos and Family Reel purchases need that tick from this phone first, for example when the page was open before you ticked it, or after you cleared the browser's cookies. Reload the season page, tick I'm 18 or older and agree to the Terms, press Continue, and add the photos again. Organisers who see it: reload the page and confirm on One quick check.

Your choice of child could not be saved because the connection dropped. Reconnect and tap the name again.

The roster changed while you were tagging, for example a child was removed. Reload the season page and tag the photo again. The shorter version, "That child is not on this team.", means the same.

The season stopped taking photos, usually some time after the video was exported. Your existing photos are still there. Ask the organiser if you have something important to add.

Free seasons hold 150 photos; paid seasons hold 2,000. The organiser can upgrade the season, and your remaining photos can then be sent. See Plans and upgrades.

You added a lot of photos in a minute. Nothing is lost: the upload pauses briefly and carries on by itself.

Your phone lost its connection. Leave the page open or come back later on the same phone; the photos carry on uploading.

The file is too big to process on a phone. Save a smaller copy (most phones can share a photo at "large" rather than "actual" size) and add that.

Only photos can be added: JPEG, PNG, WebP, and HEIC in browsers that open it. Videos, PDFs and documents cannot.

iPhones save photos as HEIC. Safari and every browser on an iPhone or iPad open HEIC photos themselves; other browsers, such as Chrome, Firefox or Edge on a computer or an Android phone, cannot. The other photos you chose are still sent; this one is not, and nothing of it leaves your device. Press Remove, then send it in one of these ways:

• Open the season link on the iPhone that took the photo and add it there.
• On a computer, export the photo as JPEG (on a Mac, in Photos or Preview choose File → Export and the JPEG format) and add the copy.
• So that photos copied from your iPhone to a computer arrive as JPEG, on the iPhone go to Settings → Photos and under Transfer to Mac or PC choose Automatic.
• So that your iPhone takes new photos as JPEG, go to Settings → Camera → Formats and choose Most Compatible.

The file may be damaged or in an unusual format. Open it in your photo app, save or export a copy, and add the copy.

The connection broke during the upload. Press Try again.

Part of the upload is still on its way. It is retried automatically; if the photo shows "Not sent", press Try again.

You removed this photo earlier, so it is not uploaded again. Add it as a new photo if you changed your mind.

The delete did not reach us, usually because of the connection. Try once more.

The report did not reach us. Try again; if it keeps failing, tell the organiser or report a concern.

There is a daily limit on reports from one phone. Contact the organiser directly about the other photos.

The photo was deleted or hidden in the meantime. Reload the page. The general version, "We couldn't find that.", appears when a link points to something that no longer exists.

You are signed out, or signed in with a different email address from the one that created the season. Sign in with the right address. See Signing in. The editor says the same thing as "Please sign in to edit this video."

Dates must be in order: the deadline and the season end on or before the prizegiving, and none in the past. Related messages: "The event date is in the past." and "The season should end on or before the event date."

Two roster names match, for example two children called Sam. Add an initial to one or both, like "Sam B.".

Tick the box to confirm that you have checked the club's photo consent arrangements, then create the season.

Your device could not reach Galamento. Check your connection and press the button again; nothing was saved twice.

Some browsers block copying from web pages. Press and hold (or select) the message text and copy it by hand.

An unexpected error. Try again in a minute. If it keeps happening, email support@galamento.com with what you were doing; see Contact us.

"Build my video now" needs at least one photo that can go in the video. Photos that are hidden, reported or only show children without photo consent do not count. Share the season link, then try again. See Share the season link.

The first cut was not ready in time, usually because the service was busy. Press Build my video now again; it picks up the same photos and nothing is built twice.

The same video is open somewhere else, and that copy was saved first. Choose Load the latest version to see it, or Keep my changes to replace it with yours. The editor shows "Not saved: changed elsewhere" until you choose. See Edit the video and export it.

Your last change has not reached us yet, usually because the connection dropped. The editor tries again by itself every few seconds; keep the page open until it says "All changes saved". If a title is empty you will also see "Add a title to save your changes."

Something in the edit did not make sense to us, for example a photo that was deleted in the meantime. Reload the editor; your last saved version opens.

The video has no photos left, so there is nothing to export. Use Add a photo, or press Build my video now again from the season.

The export would have used an older version than the one on your screen. Wait until the editor says "All changes saved", then press Export final video again.

Only one export runs at a time. Wait for it to finish (we email you), then export again if you changed something.

Every final export on this season's plan has been used. Upgrading keeps your edits and adds exports. See Plans and upgrades.

Making the final video failed on our side. Nothing was taken from your exports: press Export final video again. If it fails twice, email support@galamento.com.

The export request did not go through. Check your connection and press Start export again; one export is only used when the video is ready.

Logos can be PNG, JPEG or WebP pictures. Try again, or pick another picture. "We couldn't read that picture. Try a PNG or JPEG." means the file is not a picture we can open.