---
title: "Troubleshooting & Issue Resolution"
locale: en
slug: admin-issue-resolution
audience: admin
summary: "Playbooks for the most common admin-side incidents, from stuck uploads to billing locks."
version_introduced: 2025.4
requires_app_version: "^3.2.0"
status: draft
translation_state: aligned
last_reviewed_at: 2025-02-22
owner: reliability@fotospiel.app
related:
  - slug: live-ops-control
  - slug: privacy-and-support
---

## Upload incidents
| Symptom | Diagnosis | Fix |
| --- | --- | --- |
| Queue stuck >10 min | Check Live Ops health widget | Run `php artisan media:backfill-thumbnails --tenant=XYZ` then reopen event |
| Specific guest blocked | Guest reached per-device limit | Increase limit under Event → Upload rules or ask them to clear drafts |
| Photos missing EXIF | Guest imported screenshots | No action; remind them that EXIF is optional |

## Access issues
- **Admin cannot log in**: verify invite accepted; reset via *Team → Resend invite*. Check SSO mapping if enforced.
- **Guest cannot join**: confirm event status is *Published* and share direct join URL `https://app.fotospiel.com/join/<code>`.

## Billing & quotas
- Paddle webhook failure locks uploads: check `storage/logs/paddle.log`, re-send webhook via Paddle dashboard, then toggle the subscription status.
- Storage 90% full: run archive early or purchase add-on via Paddle customer portal.

## Communication templates
Reuse the canned responses under `docs/content/fotospiel_howto_artikel_detailliert.md` to keep messaging consistent.

### Need more help?
Escalate to reliability@fotospiel.app with the event ID, customer account, and timestamp. Attach screenshots/logs when possible.