Support

Last updated: May 30, 2026

Need a hand with a Festoso event? Most questions can be answered below; for everything else, email us and we'll get back to you within one business day.

Account & data

Export everything we hold on you

Organizers: open the Festoso app, go to Account → Your data → Export my data. We build a ZIP of every event you organize, every photo, every video, and a metadata JSON. Download links are valid for 7 days.

Guests: open the event link you joined (festoso.app/j/…) on the device you contributed from, scroll to Export my contributions at the bottom of the capture page. You'll get a ZIP of your own uploads to that event.

Delete your account

Open the Festoso app, go to Account → Your data → Delete account, and type DELETE to confirm. This permanently erases your venue, every event under it, every photo and video those events hold, and cancels any active Pro subscription. The deletion is immediate; S3 versioning retains a 30-day recovery window on the storage layer for our incident response, after which objects are unrecoverable.

Delete a single event without deleting your account

From the organizer dashboard, open the event, scroll to the bottom, and tap Delete event permanently. The 90-day retention sweep removes events automatically; the dashboard button is for early removal.

Reset a forgotten event password

Event passwords are hashed with bcrypt and can't be recovered. If the host has lost the password, the easiest fix is to create a new event with a fresh password and share the new QR. Past media stays in the old event under the host's organizer link.

Hosting an event

How many photos / how long does it last?

Free events hold up to 100 media items for 7 days. The Event tier ($34) raises the cap to 5,000 items for 90 days; Event Plus ($59) raises it to 10,000 with AI moderation bundled. Pro ($69/month) includes 3 events of 10,000 items each with longer retention.

Bulk download all event media

From the organizer dashboard, tap the bulk-download button. We build a ZIP organized by day; the link is valid for 24 hours.

AI content moderation

Available as a $5 add-on on the Event tier and bundled with Event Plus. Photos that fail moderation are held for organizer review rather than auto-published. Moderation runs server-side via AWS Rekognition; no decisions are visible to other guests.

Guests joining

The QR code won't scan

Make sure your camera app is the iOS or Android Camera (not a third-party scanner) and the QR is sharp on the screen or print. If the camera offers to "Open in Festoso" or "Open in Safari", either is fine — Safari is the App Clip / web-join path.

Joining without installing the app

On iPhone, the QR opens an App Clip that lets you capture and contribute without a full install. On Android and on older iPhones, the QR opens a web page at festoso.app/j/… that does the same.

Sharing your name with the host

When you enter the event password, there's an optional name field above it. If you fill it in, the host sees your name on their joins list; if you leave it blank you'll show up as "Guest" plus a short device prefix.

Billing

Cancel a Pro subscription

From the Festoso app, open Account → Manage subscription. That opens the Stripe Customer Portal where you can cancel, pause, or update your payment method. Cancellation is effective at the end of the current billing period.

Refunds

One-time event purchases (Event, Event Plus, retention extensions, AI moderation add-ons) are refundable any time before the event's scheduled start, on request. Once the event has begun — a guest has joined, a photo has uploaded, or the slideshow has been opened — we cannot refund the event itself. Pro subscriptions are refundable for the current month if you have not created an event during that billing cycle and you request it within 14 days of charge; otherwise cancellation takes effect at the end of the billing period. Email support@festoso.app with your event link or order receipt. The authoritative refund policy is in our Terms of Service § 5.

Troubleshooting

A photo is stuck on "Uploading…"

This can happen if your phone briefly switched networks while a background upload was in flight. Festoso retries automatically — leaving the app open while you're back on WiFi resolves most cases within a minute. If a task has been uploading for over 10 minutes, Festoso resets it to queued on the next drain pass.

A photo is missing from the feed

If AI moderation is enabled for the event, the photo may be held for organizer review. Otherwise, the photo may not have left your phone yet — check the upload queue banner at the top of the event.

App Store reviews and bug reports

If you've hit a bug, the fastest path is emailing support@festoso.app with your iOS or Android device model, app version (Account screen, bottom), and what you were doing when it broke. App Store reviews are read but harder to respond to.

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