Help & Support

1. Double-check your email address for typos.
2. Make sure Caps Lock is off — passwords are case-sensitive.
3. If you signed up recently, check your inbox (and spam folder) for the welcome email containing your temporary password.
4. Try resetting your password via the "Forgot password?" link on the login page.
5. If you've attempted too many times, you may be temporarily locked out (10 attempts per 15 minutes). Wait 15 minutes and try again.

Password reset links expire after 1 hour. If yours has expired:

1. Go to the login page and click "Forgot password?"
2. Enter your email and submit.
3. Check your inbox (and spam/junk folder) for the new reset email.
4. Click the link within 1 hour and set a new password (minimum 8 characters).

After signing up, a welcome email with your temporary password is sent automatically.

1. Check your spam/junk folder — the email comes from hello@shotlace.com.
2. Search your inbox for "ShotLace" or "temporary password".
3. If you still can't find it, go to the login page, click "Forgot password?", and enter your email to get a fresh reset link.

Login sessions last 7 days. You may be logged out early if:

• You're using private/incognito mode — sessions don't persist when the window closes.
• Your browser is set to clear cookies on exit.
• A browser extension is blocking cookies or localStorage.

Fix: Use a regular (non-incognito) browser window and make sure cookies are enabled for shotlace.com.

Email support@shotlace.com with the subject "Account Deletion Request". Include your registered email address.

• All event data, questionnaire responses, crew links, and uploaded logos will be permanently deleted within 30 days.
• Backups containing your data are overwritten within an additional 30 days.
• Payment records are retained for 7 years as required by U.S. tax law.

Free accounts are limited to 2 active events and 12 events per calendar year.

1. Archive a completed event: open the event, go to Details, change status to Archived.
2. Or upgrade to a paid plan for unlimited events.

Weather and golden hour require a city name in your first location and a wedding date.

1. Open your event and go to the Details tab.
2. Make sure at least one location has a City and State filled in.
3. Confirm the wedding date is set.
4. Weather forecasts are only available for dates within 16 days. For dates further out, you'll see "Available X days before the wedding."

Formals are generated from party members. Each member needs both a name and a role to be included.

1. Open the event and check the Details tab under Wedding Party.
2. Make sure every person has a role selected (not blank).
3. Verify they're on the correct side (Partner A's or Partner B's).
4. After fixing, go to the Formals tab and click Regenerate.

Use the Duplicate feature to copy any event and its full setup.

1. Open the event you want to copy.
2. Click the Duplicate Event button.
3. A new draft event is created with all locations, party members, timeline, formals, and special requests copied.
4. Update the couple names, date, and party details for the new wedding.

This warning appears when you have multiple events on the same date. It's informational — you can still proceed.

If you're double-booked intentionally (e.g., a morning and evening wedding), you can safely ignore it. If not, consider adjusting one of the event dates.

Questionnaire links lock automatically based on the wedding date:

• On the wedding day: The link shows a "It's Your Wedding Day!" screen.
• After the wedding: The link shows a "Congratulations!" screen.
• Custom expiry: You may have set a manual expiry date.

To unlock it:

1. Open the event in your dashboard.
2. Go to the Sharing tab.
3. Find the questionnaire link and click Unlock to extend access.
4. Or generate a new questionnaire link entirely.

Yes! The couple can reopen the same link anytime before the wedding date.

• They'll see an "Editing Mode" banner with all previous answers pre-filled.
• They make changes and click "Looks Good — Submit" again.
• The new submission replaces the previous one entirely.

1. Ask the couple to check their spam/junk folder for an email from hello@shotlace.com.
2. Verify you entered the correct email address in the Sharing tab.
3. Try resending the invitation from the Sharing tab.
4. As a fallback, copy the questionnaire link directly and send it to the couple via text or your own email.

Yes. On Step 1 of the questionnaire, there's a "Share with Partner" feature. One person enters their partner's email and ShotLace sends them the same link.

Both partners can access and edit the same questionnaire using the same link. Note: the last person to submit saves the final version.

1. Make sure you have wedding party members added with names AND roles (both required).
2. Check that members are assigned to the correct side (Partner A's or Partner B's).
3. Go to Settings > Formals > Modify Order and make sure shot categories are set to On, not Off.
4. Click Regenerate again and choose "Full List".

ShotLace automatically saves a snapshot before each regeneration.

1. Go to the History tab in your event.
2. Find the snapshot labeled "auto_formals" — this is your previous version.
3. Click Preview to confirm it's the right one, then click Restore.

Large wedding parties (12+ per side) can generate 80-120+ photo combinations. To trim the list:

1. Go to Settings > Formals > Modify Order.
2. Toggle categories you don't typically shoot to Off (e.g., individual_attendants, cross_family_parents).
3. Set rarely-needed categories to Opt (Optional) — they'll generate but be marked as optional.
4. Click Save. These defaults apply to all future events.
5. Go back to the event and Regenerate to apply the new settings.

ShotLace uses a "stationary partner" model — one person stays in frame while the other's family peels away.

1. Go to Settings > Formals.
2. Change Fixed Partner to the person who should appear in the most photos (usually the partner with the larger family).
3. Save and Regenerate your shot list.

In the Formals tab, drag shots by the handle icon to reorder them. Click Save Order when done. This only affects the current event — it won't change your default generation order.

1. Go to the Timeline tab in your event.
2. Click Load Preset and choose a template (10-hour, classic, morning, or elopement).
3. If you've entered ceremony/reception times in Locations, the preset will auto-adjust to match those times.
4. Fine-tune individual items by double-clicking blocks or editing in List mode.
5. Use Shift Times to move the entire schedule forward or back.

Custom presets are saved in your browser's local storage, not on the server. They can be lost if:

• You cleared your browser data or cache.
• You switched to a different browser or device.
• You used private/incognito mode.

Unfortunately, lost presets can't be recovered. To prevent this, consider duplicating an event with your preferred timeline to serve as a reusable template.

1. Verify the PIN you gave them matches the one in your Sharing tab (click the eye icon to reveal it).
2. PINs are numeric only (4-8 digits). Make sure they're not entering letters.
3. If they've entered wrong PINs 10+ times in one minute, they're temporarily locked out. Wait 60 seconds.
4. You can change the PIN at any time from the Sharing tab — the link URL stays the same.

Check the crew link permissions:

1. Open the event and go to the Sharing tab.
2. Find the crew link and check its permission level.
3. If it says "View Only", crew can only look at the checklist — not interact with it.
4. Change it to "Can Check Off" (edit mode) to enable swipe gestures.

The crew view supports full offline mode:

1. Before the wedding: Open the crew link and tap "Save for Offline". This caches the entire event.
2. During the wedding: If signal drops, an offline banner appears. All swipe actions are queued locally.
3. When reconnected: Queued changes sync automatically.

Two formats available:

• PDF Crew Sheet: Professional layout with your studio logo, locations, weather, party names, shot list, and vendors. Great for printing.
• DOCX (Google Docs): Same content with interactive checkboxes. Useful for sharing digitally.

Download from: Event detail > Timeline toolbar > Download PDF or Download DOCX buttons.

1. From your dashboard, click Upgrade (or go to Settings > Billing).
2. Select your plan: Per Event ($3.49), Monthly ($14.99/mo), Annual ($9.99/mo), or Lifetime Founder Tier.
3. Complete checkout through Stripe's secure payment page.
4. Your plan activates immediately after payment.

1. Go to Settings > Billing and click Cancel Subscription.
2. Your access continues until the end of your current billing period.
3. After that, your account downgrades to the free plan (2 active events).

If a recurring payment fails, you'll receive an email notification. Stripe will retry automatically over the next few days.

1. Go to Settings > Billing > Manage Billing to open the Stripe billing portal.
2. Update your payment method if your card expired or was declined.
3. Your subscription remains active during the retry period.

Go to Settings > Billing > Manage Billing. This opens the Stripe billing portal where you can view and download all invoices and receipts as PDFs.

After your 30-day founder trial ends:

• Your account moves to the free plan automatically.
• You keep access to your existing events and data — nothing is deleted.
• Free plan limits apply: 2 active events, 12 per year.
• Upgrade anytime to unlock unlimited events again.

1. Ask them to check their spam/junk folder for emails from hello@shotlace.com.
2. Have them add hello@shotlace.com to their contacts or safe sender list.
3. Verify the email address is spelled correctly in your dashboard.
4. Try resending the invitation from the Sharing tab.
5. If email still doesn't arrive, copy the link manually and send it via text or your own email — the link works regardless of email delivery.

ShotLace sends automatic nudge emails to couples who haven't completed their questionnaire:

• 3 days after sending (if link not opened)
• 7 days after sending (if not completed)
• 30 days before the wedding
• 7 days before the wedding

Each reminder is sent only once. To stop all reminders for a specific couple, delete or deactivate the questionnaire link from the Sharing tab.

Yes! Go to Settings > Email to customize:

• Email templates: Edit the subject and body for questionnaire invitations, reminders, crew shares, and more. Supports merge tags like {{couple_names}}, {{studio_name}}, {{wedding_date}}.
• Email signature: Add your own text, links, and logo to the bottom of all outgoing emails.
• Signature logo: Choose between your studio logo, a custom email logo, or no logo.

Recommended:

• Desktop: Chrome, Firefox, Safari 14+, or Edge (latest 2 versions)
• iPhone/iPad: Safari (iOS 12+)
• Android: Chrome or Samsung Internet (Android 6+)

Not supported: Internet Explorer, Opera Mini, or browsers older than 2018.

• Swipe not registering? Swipe horizontally across the card with a firm motion (needs to cross about half the card width). Vertical scrolling cancels the swipe.
• No vibration feedback? Haptic feedback works on Android only. iPhones don't support the web Vibration API. The swipe still works — you just won't feel it.
• Long-press not triggering revisit? Hold your finger still for about half a second. Moving your finger cancels the long-press.

• All data transmitted over HTTPS with TLS encryption.
• Passwords are hashed with bcrypt — never stored in plain text.
• Payments processed by Stripe (PCI Level 1 certified) — we never see your card number.
• Your data is never sold or shared with advertisers.
• Fonts are self-hosted — no third-party tracking from Google.

Read our full Privacy Policy and Terms of Service.