Help
The things the app cannot tell you from inside itself: file limits, where your downloaded photos go, and what to do when something goes wrong. For how the editing works, read How it works.
When something goes wrong
A card says “Didn't work”
The model refused or errored after three attempts. Your credits are already back. Try again, or change the wording. Models decline some requests.
It says “Model busy, retrying”
Rate limits and server errors are retried on their own at 2, 8 and 30 seconds. Nothing to do.
The server restarted mid-run
Edits still waiting in line go back into it automatically. An edit that was already at the model is run again at no extra charge to you.
A portrait photo came in sideways
Photos added before September 2026 were not orientation-corrected. Remove and re-add it.
Step 2 is asking me about the model
It checks before running when the main photo was made by a different one, because mixing models across a set is what makes angles stop matching.
Still stuck? Get in touch.
Saving
Where do my downloaded photos go?
Use Download to get the approved versions from the sets you select, at each photo’s Blend setting. A newer version awaiting review does not replace an earlier approval.
In the full-screen viewer, Download this version saves the full-size version you are viewing, even if you have not approved it. New drafts are watermarked previews. Approve your draft preview, then choose Create full-size final at the displayed price to make a downloadable edit. Existing paid drafts made before this policy retain their download access.
What do the saved files look like?
Original dimensions, named <original name>_edit.jpg, with the camera's EXIF and the original's colour profile carried over. The suffix, the EXIF and profile switches, and the “Virtually staged” label are all in Settings.
When is the “Virtually staged” label added?
Only to photos whose edit actually furnished a room. A twilight, a lawn tidy-up or a declutter never carries it.
Files and limits
Why won't my iPhone photos upload?
They are HEIC, which iPhones shoot by default and which needs converting to JPEG first. On a Mac, open it in Preview and use File → Export. If you shoot RAW, export to JPEG or TIFF as you would for a client.
Does it change my originals?
No. Every file you add is copied, and a 2K upright working copy is made beside it. That copy is what the models see, and what keeps a portrait photo the right way up regardless of how the camera wrote its orientation flag. Editing, approving and saving all leave the file you dropped in exactly as it was.
How long we keep things
How long is my work kept?
A job's photos are kept for 60 days after you mark the job delivered, or for 60 days after its last edit if you never mark it. Then they are deleted, and one reminder email goes out a week before, to the address your invitation was sent to. The job itself stays, so Activity still adds up. Delete a photo, a set or a whole job yourself and its files leave the disk immediately. Exports expire after 24 hours. Approved edits are kept as an unnamed before/after pair to improve BatchLook's editing. The full detail is here.