---
title: "Troubleshooting: Photos won’t import into QID or QMate"
description: My photos are not being imported into QID or QMate
---
[Skip to content](https://help.gotphoto.com/en/support/troubleshooting-photos-wont-import-into-qid-or-qmate#main-content)
- [English](https://help.gotphoto.com/en/support/troubleshooting-photos-wont-import-into-qid-or-qmate)
- [Deutsch – Deutschland](https://help.gotphoto.com/de-de/support/fotos-werden-nach-import-in-qid-oder-qmate-nicht-angezeigt)
English
Show submenu for translations
Open main navigation
Close main navigation
- - [English](https://help.gotphoto.com/en/support/troubleshooting-photos-wont-import-into-qid-or-qmate)
- [Deutsch – Deutschland](https://help.gotphoto.com/de-de/support/fotos-werden-nach-import-in-qid-oder-qmate-nicht-angezeigt)
English
Show submenu for translations
Hello. How can we help you?
- There are no suggestions because the search field is empty.
1. [Help Center](https://help.gotphoto.com/en/support?hsLang=en)
2. [DIY Sports Graphic Creation & Group Composites](https://help.gotphoto.com/en/support/diy-sports-graphic-creation-group-composites?hsLang=en)
3. [Workflow Resources: QSuite, Pixnub & Team Photo Composite](https://help.gotphoto.com/en/support/diy-sports-graphic-creation-group-composites?hsLang=en#workflow-resources-qsuite-pixnub-team-photo-composite)
August 17, 2026
# Troubleshooting: Photos won’t import into QID or QMate
**Table of contents**
- [Overview](https://help.gotphoto.com/en/support/troubleshooting-photos-wont-import-into-qid-or-qmate#Overview)
- [The issue](https://help.gotphoto.com/en/support/troubleshooting-photos-wont-import-into-qid-or-qmate#the-issue)
- [The root cause](https://help.gotphoto.com/en/support/troubleshooting-photos-wont-import-into-qid-or-qmate#the-root-cause)
- [The solution](https://help.gotphoto.com/en/support/troubleshooting-photos-wont-import-into-qid-or-qmate#the-solution)
- [Important note on deleting images](https://help.gotphoto.com/en/support/troubleshooting-photos-wont-import-into-qid-or-qmate#why-not-delete)
- [The takeaway](https://help.gotphoto.com/en/support/troubleshooting-photos-wont-import-into-qid-or-qmate#The-takeaway)
### **Overview**
When importing a job into QID or QMate, you may find that photos fail to appear. This guide explains two common causes - manually tagged galleries and unsupported filenames - and provides steps to resolve both issues without disrupting orders.
### **The issue**
After importing a job to QID or QMate, the photos do not appear or import as expected.
### **The root cause**
### **Scenario 1: Manually tagged galleries**
If your photos are tagged manually, they will not import correctly.
Check your job to verify that all galleries are activated and that no photos are hidden (indicated by an eye icon). If you see green QR icons on each photo, the galleries were manually tagged:
Photos with green QR icons are skipped by QID during import. These icons typically indicate hidden QR card images that don’t require import.
### **Scenario 2: You used file names that have unsupported characters**
Filenames with unsupported characters can prevent photos from being properly transferred and imported to QMate.
Avoid using symbols like `/, \, :, *, ?, ", <, >, |, &, %, #`, spaces, or multiple periods / dots in filenames. These can break file paths or mislead the system. Use only letters, numbers, underscores (\_), and hyphens (-) for compatibility.
### **The solution**
### **Fix for manually tagged galleries**
Follow these steps to correct QR tagging and enable proper import:
1. Generate QR cards as a PDF, then convert it to JPG using your preferred tool.
2. Upload the JPG QR cards and the original photos to a new album within the same job.
3. Sort the QR cards manually so each appears as the first photo in a student's photo sequence.
4. Activate the QR codes so they’re recognized for processing.
5. Re-import the job into QID or QMate. The system will now correctly associate the photos with QR codes.
6. \[Optional\] Delete the newly created album once the import is successful.
### **Fix for unsupported filenames**
- If no orders have been placed, rename the image files to remove unsupported characters and re-upload them.
- If orders exist, do not delete the original photos (it will otherwise break the orders. Instead:
- Upload corrected images to the same gallery.
- Create your graphics in QMate using the new images.
- Hide the duplicates after completing the job.
If unsure, contact support for help reviewing your job and next steps.
### **Why we do not recommend deleting or re-uploading**
Deleting original photos when orders are already placed can break customer orders and disrupt your workflow. Always validate the job before removing or replacing content to avoid complications.
### **The takeaway**
Photo import issues are often caused by manual QR tagging or problematic filenames. Use AI-safe tagging practices and filename conventions to prevent disruptions. Never delete existing assets if orders are active. When in doubt, reach out for help before making major changes.
- [Getting Started](https://help.gotphoto.com/en/support/getting-started?hsLang=en#main-content)
- [One-Time Settings](https://help.gotphoto.com/en/support/getting-started?hsLang=en#one-time-settings)
- [Price Lists and Product Packages](https://help.gotphoto.com/en/support/getting-started?hsLang=en#price-lists-and-product-packages)
- [Your Online Shop](https://help.gotphoto.com/en/support/getting-started?hsLang=en#your-online-shop)
- [Communication With Customers](https://help.gotphoto.com/en/support/getting-started?hsLang=en#communication-with-customers)
- [Upselling Options](https://help.gotphoto.com/en/support/getting-started?hsLang=en#upselling-options)
- [Navigation](https://help.gotphoto.com/en/support/getting-started?hsLang=en#navigation)
- [How-To's](https://help.gotphoto.com/en/support/how-tos?hsLang=en#main-content)
- [Review Phase](https://help.gotphoto.com/en/support/how-tos?hsLang=en#review-phase)
- [Sales Phase](https://help.gotphoto.com/en/support/how-tos?hsLang=en#sales-phase)
- [Workflow Guides for Specific Scenarios](https://help.gotphoto.com/en/support/how-tos?hsLang=en#workflow-guides-for-specific-scenarios)
- [Planning Phase](https://help.gotphoto.com/en/support/how-tos?hsLang=en#planning-phase)
- [Picture Day Phase](https://help.gotphoto.com/en/support/how-tos?hsLang=en#picture-day-phase)
- [Manage your Account](https://help.gotphoto.com/en/support/how-tos?hsLang=en#manage-your-account)
- [GotPhoto's Editing Services](https://help.gotphoto.com/en/support/gotphotos-editing-services?hsLang=en#main-content)
- [GotPhoto's Editing Services](https://help.gotphoto.com/en/support/gotphotos-editing-services?hsLang=en#gotphotos-editing-services)
- [Sports Graphics Creation Service by Next Gen](https://help.gotphoto.com/en/support/sports-graphics-creation-service-by-next-gen?hsLang=en#main-content)
- [Next Gen](https://help.gotphoto.com/en/support/sports-graphics-creation-service-by-next-gen?hsLang=en#next-gen)
- [Entagged & GotPhoto Tagging App](https://help.gotphoto.com/en/support/entagged-gotphoto-tagging-app?hsLang=en#main-content)
- [Master Entagged with Comprehensive Tutorials.](https://help.gotphoto.com/en/support/entagged-gotphoto-tagging-app?hsLang=en#master-entagged-with-comprehensive-tutorials)
- [Entagged Troubleshooting](https://help.gotphoto.com/en/support/entagged-gotphoto-tagging-app?hsLang=en#entagged-troubleshooting)
- [GotPhoto Tagging App](https://help.gotphoto.com/en/support/entagged-gotphoto-tagging-app?hsLang=en#gotphoto-tagging-app)
- [Business & Growth](https://help.gotphoto.com/en/support/business-growth?hsLang=en#main-content)
- [Stripe & Accounting Resources](https://help.gotphoto.com/en/support/business-growth?hsLang=en#stripe-accounting-resources)
- [Best practices](https://help.gotphoto.com/en/support/business-growth?hsLang=en#best-practices)
- [Webinars](https://help.gotphoto.com/en/support/business-growth?hsLang=en#webinars)
- [Templates and Downloads](https://help.gotphoto.com/en/support/business-growth?hsLang=en#templates-and-downloads)
- [GotPhoto Referral Program](https://help.gotphoto.com/en/support/business-growth?hsLang=en#gotphoto-referral-program)
- [UK Materials](https://help.gotphoto.com/en/support/business-growth?hsLang=en#uk-materials)
- [Troubleshooting](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#main-content)
- [Uploading Photos](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#uploading-photos)
- [Customer-Facing Issues](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#customer-facing-issues)
- [Access Codes](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#access-codes)
- [Managing Names Lists](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#managing-names-lists)
- [Customer Outreach](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#customer-outreach)
- [Customizing Your Shop](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#customizing-your-shop)
- [Your Account](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#your-account)
- [Price Lists](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#price-lists)
- [Student Data Export](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#student-data-export)
- [DIY Sports Graphic Creation & Group Composites](https://help.gotphoto.com/en/support/diy-sports-graphic-creation-group-composites?hsLang=en#main-content)
- [Workflow Resources: QSuite, Pixnub & Team Photo Composite](https://help.gotphoto.com/en/support/diy-sports-graphic-creation-group-composites?hsLang=en#workflow-resources-qsuite-pixnub-team-photo-composite)
- [GotPhoto North America](https://www.gotphoto.com/)
- [T&Cs US](https://www.gotphoto.com/gtc-us/)
- [T&Cs Canada](https://www.gotphoto.com/gtc-ca/)
- [Privacy Policy US](https://www.gotphoto.com/data-privacy-policy-us/)
- [Privacy Policy Canada](https://www.gotphoto.com/data-privacy-policy-ca/)
- [DPA US](https://www.gotphoto.com/dpa-us/)
- [DPA Canada](https://www.gotphoto.com/dpa-ca/)
- [TOMs & sub-processors US](https://www.gotphoto.com/toms-and-sub-processors-us/)
- [TOMs & sub-processors Canada](https://www.gotphoto.com/toms-and-sub-processors-ca/)
- [GotPhoto UK](https://www.gotphoto.co.uk/)
- [T&C UK](https://www.gotphoto.co.uk/gtc/)
- [Privacy Policy UK](https://www.gotphoto.co.uk/data-privacy-policy/)
- [DPA UK](https://www.gotphoto.co.uk/dpa/)
- [TOMs & Sub-Processors UK](https://www.gotphoto.co.uk/toms-and-sub-processors/)
- [Cookie Declaration](https://app.gotphoto.com/cookie_declaration)
[](http://GotPhoto.com)
### GotPhoto North America
**Customer Care**
 +1 646-362-5100
 +1 365-809-1810
SupportUS@gotphoto.com
Support Hours:
Monday – Friday
9am – 7pm ET
### GotPhoto UK
**Customer Care**
+44 (0) 20 8068 8571
service@gotphoto.co.uk
Support Hours:
Monday – Friday
9am – 5pm GMT
Copyright © 2026, GotPhoto Inc.