---
title: Troubleshooting Issues with the Entagged Name List
description: This article helps with troubleshooting Name List specific errors relating to subscriptions and features.
---
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September 3, 2026
# Troubleshooting Issues with the Entagged Name List
**Table of contents**
- [Overview](https://help.gotphoto.com/en/support/troubleshooting-issues-with-the-entagged-name-list#overview)
- [Subscription errors](https://help.gotphoto.com/en/support/troubleshooting-issues-with-the-entagged-name-list#subscription-errors)
- [Check whether your subscription is activated](https://help.gotphoto.com/en/support/troubleshooting-issues-with-the-entagged-name-list#check-whether-your-subscription-is-activated)
- [Purchase or renew your subscription](https://help.gotphoto.com/en/support/troubleshooting-issues-with-the-entagged-name-list#purchase-or-renew-your-subscription)
- [Check your Entagged](https://help.gotphoto.com/en/support/troubleshooting-issues-with-the-entagged-name-list#check-your-entagged)
- [Feature errors](https://help.gotphoto.com/en/support/troubleshooting-issues-with-the-entagged-name-list#feature-errors)
- [I can't import a job](https://help.gotphoto.com/en/support/troubleshooting-issues-with-the-entagged-name-list#i-cant-import-a-job)
- [My folders aren‘t organized correctly](https://help.gotphoto.com/en/support/troubleshooting-issues-with-the-entagged-name-list#my-folders-arent-organized-correctly)
- [Names are in the wrong order](https://help.gotphoto.com/en/support/troubleshooting-issues-with-the-entagged-name-list#names-are-in-the-wrong-order)
- [I'm missing a subject](https://help.gotphoto.com/en/support/troubleshooting-issues-with-the-entagged-name-list#im-missing-a-subject)
- [I can't add new subjects](https://help.gotphoto.com/en/support/troubleshooting-issues-with-the-entagged-name-list#i-cant-add-new-subjects)
- [I can't edit subjects](https://help.gotphoto.com/en/support/troubleshooting-issues-with-the-entagged-name-list#i-cant-edit-subjects)
- [I can't add/edit potential buyer information](https://help.gotphoto.com/en/support/troubleshooting-issues-with-the-entagged-name-list#i-cant-add-edit-potential-buyer-information)
- [I can't synchronize changes](https://help.gotphoto.com/en/support/troubleshooting-issues-with-the-entagged-name-list#i-cant-synchronize-changes)
- [An error message appears when tapping a name](https://help.gotphoto.com/en/support/troubleshooting-issues-with-the-entagged-name-list#an-error-message-appears-when-tapping-a-name)
### ***Overview***
Name List is a paid feature that requires one subscription per Entagged. It is activated using the serial number of the Entagged and requires you to be logged into your GotPhoto account within the Entagged app.
Please note that this article is for troubleshooting Name List*-specific* errors – though you may see an error message such as "USB not connected" or "Unknown error" when you are in the Name List screen, this is not a Name List-specific error. For solutions to those kinds of error messages, please refer to [these Entagged troubleshooting articles](https://help.gotphoto.com/en/support/entagged-gotphoto-tagging-app/entagged-troubleshooting?hsLang=en).
### Subscription errors
If you are seeing a feature blocking screen with an error message starting with "Name List is only available with a subscription per Entagged...", please follow the steps in this section.
#### **Check whether your subscription is activated**
1. 1Check 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, change it to the correct one.
2. 2Make sure your phone is online and open the Entagged app.
3. 3Log into the GotPhoto account associated with the Name List subscription, if you haven't already.
4. 4If the Name List remains blocked, switch to a different main screen, then back to the Name List screen. Quitting and relaunching the app, logging out and in again, can also help update the subscription information.
Note: If you don't see a "Log in" or "Log out" button on the feature blocking screen, it indicates that you are using an outdated version of the app. Go to the App Store/Google Play Store and update the app to the latest version.
#### **Purchase or renew your subscription**
- 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 log in to 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 in to the correct GotPhoto account connected to your Name List subscription.
#### **Check your Entagged**
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.
### Feature errors
If you are experiencing trouble while using the Name List, this section will help you troubleshoot the issue you are encountering.
#### **I can't import a job**
First, read our article on [how to import a job](https://help.gotphoto.com/en/support/entagged-with-name-list-photo-job-workflow?hsLang=en) 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 the log out button in the top right and log in to 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 view 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 the GotPhoto names list – please add at least one name to the names list in GotPhoto, especially when using the pre-registration workflow.
If you are importing from CSV:
1. Read [this article](https://help.gotphoto.com/en/support/import-csv-files-into-entagged-name-list?hsLang=en) carefully and make sure to choose the right column for "code to tag with". If you are using a CSV exported from GotPhoto, this must be the "**Barcode**" or "**Barcode (1)**" column. 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 be unique so that photos are sorted into galleries correctly.
1. Ensure you select 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.
#### **My folders aren‘t organized correctly**
It is essential to set the grouping correctly during import to ensure your jobs are correctly organized. Read the planning phase of our [Name List workflow article](https://help.gotphoto.com/en/support/entagged-with-name-list-photo-job-workflow?hsLang=en) 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.
#### **Names are in the wrong order**
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.
#### **I'm missing a subject**
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](https://help.gotphoto.com/en/support/entagged-with-name-list-photo-job-workflow?hsLang=en) to assign it to the right group. You may need to tap the sync icon (top level, to the left beside the 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](https://help.gotphoto.com/en/support/entagged-with-name-list-photo-job-workflow?hsLang=en).
#### **I can't add new subjects**
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.
#### **I can't edit subjects**
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 receive 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 account you might have.
#### **I can't add/edit potential buyer information**
This functionality was added in January 2025. Please ensure to update the app.
At least an email address is required, or the information can't be saved. All other fields are optional.
#### **I can't synchronize changes**
If you're not seeing the changes in GotPhoto or on another photographer's Entagged app, you may need to tap the sync icon (located at the top level, to the left of the project name) to sync these changes back to GotPhoto if you didn't import the job with automatic syncing enabled.
#### **An error message appears when tapping a name**
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](https://help.gotphoto.com/en/support/entagged-gotphoto-tagging-app/entagged-troubleshooting?hsLang=en). If the error you are encountering is not explained in the article, please reach out to our[Customer Care Team.](https://help.gotphoto.com/en/support/gotphoto-help-and-support-guide?hsLang=en)
Are you mid-shoot and need to quickly use an alternative tagging method? [Click here for a brief explanation on how to pivot to QR tagging.](https://help.gotphoto.com/en/support/my-entagged-isnt-working-and-im-in-the-middle-of-a-shoot?hsLang=en)
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