Question 1

How do I create my first event?

Accepted Answer

From your dashboard, select Create Event, add your details, then share your event code, QR, or guest link. You'll also get a display link you can open on a TV or projector for the live photo wall.

Question 2

What devices can guests use to upload photos?

Accepted Answer

Guests can upload photos from any device with a web browser - smartphones, tablets, laptops, or desktop computers. No app download is required. They simply visit your event URL and start sharing photos immediately.

Question 3

How do I customize my photo wall?

Accepted Answer

Open Event Settings to choose a background, layout, and display style. You can upload a custom background and tailor the look to match your event theme.

Question 4

Can I moderate photos before they appear?

Accepted Answer

Yes. Toggle Advanced Moderation in Event Settings to approve uploads before they go live. You can switch back to auto-approve anytime.

Question 5

How do I download all event photos?

Accepted Answer

Download All as ZIP is available on eligible event passes and vendor subscription plans. If your plan does not include it, guests can still save individual approved photos when Guest Photo Downloads is enabled.

Question 6

Do guests need to create an account?

Accepted Answer

No, guests don't need to create accounts. They can upload photos instantly using just the event code or URL you provide. This makes it incredibly easy for everyone to participate without any barriers.

Question 7

What photo formats are supported?

Accepted Answer

We support common formats like JPEG, PNG, HEIC, WebP, and GIF. Images are optimized for the wall while keeping quality high for downloads.

Question 8

Is there a limit to how many photos guests can upload?

Accepted Answer

Yes, limits depend on your plan. Free includes 150 photos per event, Hobby includes 500 per event, and Pro supports unlimited uploads. Event passes follow their own caps: Booster includes 500 and Premium includes unlimited uploads.

Question 9

What's included in the free plan?

Accepted Answer

Free includes Advanced Moderation, Custom Background, Collaborator Access, and Shareable Digital Gallery, plus 3 active events, 150 uploads per event, and 7-day retention.

Question 10

Can I upgrade my plan during an event?

Accepted Answer

Yes, you can upgrade your plan at any time, even during an active event. The upgrade takes effect immediately, giving you access to additional features and higher limits.

Question 11

What are Event Passes?

Accepted Answer

Event Passes are one-time upgrades for a specific event. Booster is active for 90 days with 500 uploads, and Premium is active for 365 days with unlimited uploads and extended features.

Question 12

Do you offer refunds?

Accepted Answer

We offer a 30-day money-back guarantee for all paid plans. If you're not satisfied with our service, contact our support team within 30 days of purchase for a full refund.

Question 13

How secure are uploaded photos?

Accepted Answer

All photos are uploaded over encrypted connections and stored securely in the cloud. We use industry-standard security measures to protect your data and comply with privacy regulations.

Question 14

Who can see the photos?

Accepted Answer

Only people with your event code or URL can view and upload photos. You have full control over privacy settings and can make events private or public as needed.

Question 15

How long are photos stored?

Accepted Answer

Storage depends on your plan. Free keeps events for 7 days, Hobby and Pro keep events forever, Booster keeps events for 90 days, and Premium keeps events for 365 days. When an event expires or is deleted from your dashboard, guest access and uploads are disabled. Uploaded media and minimal event records may be retained for operational, security, backup, or support reasons until HeyGrats reviews or removes them.

Question 16

Photos aren't uploading - what should I do?

Accepted Answer

First, check your internet connection. If the issue persists, try refreshing the page or using a different browser. Large photos may take longer to upload. Contact support if problems continue.

Question 17

The photo wall isn't updating in real-time

Accepted Answer

Try refreshing your browser. If you're using photo moderation, remember that photos need approval before appearing. For persistent issues, check if JavaScript is enabled in your browser.

Question 18

Can I use the platform offline?

Accepted Answer

Uploads require an internet connection. If you're offline, reconnect and reopen the upload page to submit photos.

How Can We Help?

Frequently Asked Questions

Getting Started

Event Management

Guest Experience

Billing & Plans

Privacy & Security

Technical Issues

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