Troubleshooting Issues with the Entagged Name List

1. Check whether you've activated your subscription by entering the correct Entagged serial number in your GotPhoto account under: My account → My plan → Your Entagged subscriptions → Actions → Add device/Edit Serial number (Entagged app menu → Entagged icon in bottom left → tap on your Entagged → at the top: “Serial Number 001234). If it doesn't match your Entagged's number, simply change it to the correct one.
2. Make sure your phone is online and open the Entagged app.
3. Log into the GotPhoto account associated with the Name List subscription, if you haven't already.
4. If the Name List remains blocked, switch to a different main screen, then back to the Name List screen. Quitting and relaunching the app and logging out and in again can also help update the subscription information.

• If you need to purchase a new subscription or renew an expired one, tap on the "Learn more" button in the app to be redirected to the GotPhoto page where you can do so. After purchasing the subscription, activate it by inputting the serial number of the chosen Entagged in GotPhoto.
• If you already have an active subscription, tap the "Log in" button in the app to into your GotPhoto account. If you had been using a different GotPhoto account on your phone (e.g., to download other jobs), please log into the account associated with your Name List subscription at least once per billing cycle to update the subscription information in the app. You can then log into a different account again, if needed.
• If you have a subscription under a different account, tap the "Log out" button in the app, then log into the correct GotPhoto account connected to your Name List subscription.

Verify that you aren't using a different Entagged that is not linked to a Name List subscription. There might also be a typo in the serial number you entered when activating the subscription in your GotPhoto account. Ensure that the serial number (App menu → Entagged icon in bottom left → tap on your Entagged → at the top: “Serial Number 001234) matches the one in your subscription in your GotPhoto account. If it doesn't match, simply change it to the correct one under: My account → My plan → Your Entagged subscriptions → Actions → Edit Serial number.

First, read our article on how to import a job into the Entagged app. There are several reasons you might not be able to import a job:

1. If you can't see the job you created in GotPhoto:
   1. You might be logged into the wrong account. Tap log out button in the top right and log into the correct account. The job should then appear.
   2. Jobs are sorted by date created, newest at the top. Archived jobs are not shown. To see those jobs, you need to set their status to Planning or Selling.
2. If nothing happens when you tap on the job, the job has no subjects in GotPhoto names list – please add at least one name to the names list in GotPhoto, especially when using the pre-registration workflow.
3. If you choose to create a large number of spares upon import, it will take a while to create these and importing the job will take quite long. To avoid this, add the spares in GotPhoto ahead of time instead, by adding new lines to the subject list with the names "Spare 1", "Spare 2", etc.

If you are importing from CSV:

1. Read this article carefully and make sure to choose the right column for "code to tag with". If you are using a CSV exported from GotPhoto, this has to be the column "Barcode" or "Barcode (1)". We highly recommend using "add from account" instead to avoid any errors.
2. If you get an error message upon importing the file:
   1. Reduce the number of empty columns, lines and cells,
   2. Avoid special characters,
   3. Avoid commas and semicolons within cells.
3. If you get a warning that "code to tag with" values are not unique: these should to be unique so that photos are sorted into galleries correctly. 
   1. Make sure you choose the correct column that contains your unique values/codes that the Entagged should save to the metadata.
   2. You can still decide to import with non-unique values if you have a special use case and know what you are doing.

It is important to set the grouping correctly during import to ensure your jobs are correctly organized. Read the planning phase of our Name List workflow article to see how to map the fields correctly (usually Grouping 1 → Class/Group, Grouping 2 → Teacher). 

If you don't set Grouping 2, all subjects will appear in Grouping 1 without being sorted into subfolders. If a subject has no information in the "Group" or "Teacher" column, the app will put them in a folder called "No Group" or "No Teacher", respectively.

You can sort your name lists by first name, last name, code or the original sorting of your imported names list.

In the Name List screen, whether on “Projects” or a deeper level, tap on the pencil icon in the top right, then tap the sorting icon in the bottom toolbar (third from the right) and select your desired sorting order. This sorting order will automatically be applied to all your projects.

You can search the current group by dragging down the list to reveal the search bar. 

If the subject is in the wrong group, go up a level (by tapping the back button) to search the entire grade/school. You can edit the subject to assign them to the right group. You may need to tap the sync icon (top level, to the left beside project name) to sync these changes back to GotPhoto if you didn't import the job with automatic syncing enabled. If you are shooting offline, these changes sync as soon as you are back online. 

If you don't find the subject, you can also add a new subject. 

You can only add new subjects while online. If you are shooting offline, be sure to add spares while importing a job, then edit one of those spares to add the subject information. You can't add new subjects (using the button in the app) while offline because GotPhoto needs to create the barcodes in advance that the Entagged saves to the metadata.

If you're not seeing the changes in GotPhoto or on another photographer's Entagged app, you may need to tap the sync icon (top level, to the left beside project name) to sync these changes back to GotPhoto if you didn't import the job with automatic syncing enabled.

Even if you get a warning in the app, changes are still saved to your phone and will be synchronized when you're online/logged into the correct account/any other warning you might have received. 

This functionality was only added in app version 4.1.0 in Jan. 2025. Please make to update the app.

At least an email address is required, or the information can't be saved. All other fields are optional.

If you're not seeing the changes in GotPhoto or on another photographer's Entagged app, you may need to tap the sync icon (top level, to the left beside project name) to sync these changes back to GotPhoto if you didn't import the job with automatic syncing enabled.

This is in most cases not a Name List specific error and more likely to be related to hardware or firmware issues. We've written an extensive list of articles on how to troubleshoot these issues. You can find them all here. If the error you are encountering is not explained there, please reach out to our Customer Care Team.