Sometimes an import may get stuck or certain photos may encounter errors during analysis. Here’s how to identify and resolve the issue.

Identify incorrect photos #

From “My Album”, the “Imported Photos” graph displays the distribution of your photos into three categories:

• 🟢 Photos analysed — import successful
• 🟡 Photos being analysed — processing in progress
• 🔴 Faulty photos — photos that could not be processed

Note the number of photos with errors before proceeding with the correction — you will need this information to request a credit refund from Sportpxl.

Resolution procedure #

1. Count the photos with errors from the 'Imported photos' graph in your album.
2. Delete photos with errors — from 'My photos', filter by status 'In error' and delete them.
3. Restart the import of the photos concerned — from "My photos" → "Import photos", re-import only the photos that were in error.
4. Request additional credits from Sportpxl by contacting contact@sportpxl.com — specify the name of the album, the number of photos with errors, and the date of import. Sportpxl will refund you for the credits used for the photos with errors.

Common causes of error #

• File corrupted or incomplete during upload
• Unsupported file format — Sportpxl only accepts JPG/JPEG and PNG formats.
• File exceeds the maximum size of 18 MB per photograph
• Network outage during import

⚠️ Credits used for incorrect photos are not automatically deducted — contact Sportpxl to have them refunded, specifying the number of photos concerned.

💡 If the same file generates an error each time you try to open it, check that it opens correctly on your computer and that it complies with the accepted formats and sizes before re-importing it.