Help centre

Guest help

You were invited to an event and you do not have an account. Start here.

• What is Mosaikin, and what am I being asked to do?

  Mosaikin collects the photos and messages from one event into a single shared gallery that the host keeps afterwards.

• Do I need an account to join an event?

  No. Guests join with the event link or QR code and never create an account or a password.

• How do I join an event?

  Scan the event QR code or open the link the host shared; if the gallery is protected you will also be asked for the event access code.

• How do I tell the host whether I am coming?

  Use the Will you be there? form on the invitation page the host sent you: your name, yes or no, how many of you and an optional note.

• The access code is not working — what should I check?

  Access codes ignore capitals but nothing else; the usual causes are a typo or a code for a different event.

• What can I do once I have joined?

  Guests can add photos and videos, sign the guestbook, like photos, complete scavenger-hunt missions and browse the gallery.

• Why have I been asked to join the event again?

  A guest session lasts 24 hours and covers one event, so it lapses overnight and does not carry across to a different event.

• Can I delete a photo I uploaded?

  Yes. Open Your photos and tap Remove on the photo: it goes for everyone, for good. That works from the phone you uploaded with for 30 days; after that, ask the host.

• Can I like a photo, and can I take a like back?

  Yes to both. A like is recorded once per guest per photo, and tapping again withdraws it.

• Can I download the photos I took?

  Yes — Your photos lists what this session uploaded, including private ones, and Download my originals saves a ZIP of those files only.

• Can I see my photos when I have no signal?

  Yes — thumbnails of the photos you added are kept on your phone, so Your photos opens without signal; other guests’ photos are never saved there.

• What if I change phones?

  The download key lives in this browser, not in an account, so a new phone cannot see the old session's photos and we cannot email it to you.

Adding photos and videos

What you can upload, what the limits are, and what to do when it will not go.

• What kinds of photo and video can I upload?

  Photos are stored as JPEG or PNG and videos as MP4, MOV or WebM; other picture formats are converted in your browser where they can be.

• Is there a limit on how many photos I can add, or how big they can be?

  Each file must be under 50 MB and photos are saved 20 at a time, but you can choose hundreds at once and there is no per-guest total — the only overall cap is the event’s own photo limit.

• Can I upload a video?

  Yes — MP4, MOV or WebM up to 50 MB, uploaded in resumable chunks so a dropped connection does not restart it.

• What happens if I lose signal halfway through uploading?

  Your photos are held on your own device and the upload resumes when you are back in signal; a failed one can be retried from its tile.

• What does the “Make photo public” switch do?

  Left on, your photos go to the shared gallery; turned off, they go to the host and their moderators, and the host may choose to show them later.

• Why has my photo not appeared in the gallery?

  A newly saved photo is prepared and checked before it is shown, and on some events the host reviews everything first.

• Why does it say the event is full?

  Each event has a photo allowance that comes with the host’s plan, and it has been reached — only the host can raise it.

The guestbook and the scavenger hunt

Leaving a message, playing the hunt, and how the leaderboard works.

• How do I sign the guestbook?

  Open the guestbook from the event page, write your message, add your name, and send it.

• What is the private note, and who reads it?

  It goes only to the host and the moderators they invited, and never appears in the public guestbook.

• Why has my guestbook message not appeared?

  Messages are checked before publication and are held for the host when a check cannot complete or when the host reviews everything.

• How does the scavenger hunt work?

  The host lists missions to photograph, you attach a photo to one when you upload it, and each mission earns its points once.

• How is the leaderboard scored?

  Each mission pays its points once per guest, so uploading five photos for one mission scores the same as uploading one.

Privacy and your photos

Who can see what, what we strip out, and how to get something taken down.

• Who can see the photos I upload?

  The host and their moderators always can; everyone else depends on the event’s privacy setting and on whether you left the photo public.

• Does Mosaikin remove the location data from my photos?

  Yes — EXIF and GPS metadata are stripped and the image is re-saved before it is stored, and never served to anyone.

• Are photos and messages checked before they appear?

  Yes — everything is held back until it has been through a content check, and a host can also choose to review everything themselves.

• I appear in a photo I did not want shared. What can I do?

  Use the report link on the photo — you do not need an account, an invitation, or to know the host.

• What information does Mosaikin hold about me as a guest?

  Your contribution, the name you chose to type, and a short-lived session for the one event — the Privacy Notice is the full account.

• What happens when a host deletes a photo?

  It disappears from every surface immediately and the stored image files are deleted with it — there is no undo and no bin.

• How do I ask for my photo or message to be removed?

  A photo you uploaded: remove it yourself from Your photos, for 30 days. Otherwise ask the host, or use the report link on the item; hosts can also delete their whole account and everything in it themselves.

For young people, parents and carers

Written for under-18s who were given the event code, and for the adults looking after them: what Mosaikin is, what to do if something upsets you, and who can help.

• I’m under 18 and something upset me — what do I do?

  Mosaikin is a shared photo album for one event, not a social network. If a photo or message upsets you, report it from the photo, tell the host, and tell an adult you trust.

• My child is at an event that uses Mosaikin — what should I know?

  How a guest gets in, what the 13+ floor means, what the safety check does and does not do, how to report, and how to have a photo of your child taken down or their data erased.

Your first 15 minutes as a host

Six steps, in order, from a blank dashboard to an event your guests can join.

1. I have just signed up — what should I do first?

   Create the event, brand it, decide who can see the gallery, then get the QR code in front of your guests.

2. How do I create an event?

   From the dashboard, choose Create New Event and give it a name, a date and a template — that is all that is required.

3. How do I brand my event?

   Settings holds the cover photo, your logo, the welcome message and the theme colour.

4. How do I get guests into my event?

   Share the QR code, the gallery link or the invitation page — guests need no account and nothing to install.

5. How do I set up the scavenger hunt?

   On the Activities tab, apply a ready-made template or write your own missions; guests see them straight away, unless you schedule one to reveal later.

6. What should I check before the event starts?

   Scan your own QR code as a guest would, confirm the privacy setting and access code, and decide whether you want to approve everything.

Sharing, links and access

Who can open your gallery, and the QR codes, posters and links that get people there.

• What do the three gallery privacy settings mean?

  Public is open to anyone with the link, protected asks for the access code, and private opens only for you, your moderators and guests who have joined.

• Where do I find my event’s access code?

  On the Sharing tab of your event dashboard; it is created with the event and is never shown to guests automatically.

• How do I print a poster or a QR code for my event?

  Overview has View QR for a PNG download and Design Poster for a ready-to-print A4 PDF in the design you choose.

• What is the invitation page, and how is it different from the gallery link?

  It is a shareable page carrying the date, the place, an add-to-calendar button, a one-tap link in and a reply form — meant for sending in advance.

• How do I see who is coming?

  Replies to your invitation page appear on the Sharing tab, with totals and a CSV download, and a morning email lists any new ones.

• Can I change the web address of my gallery?

  Yes — Settings lets you set a short readable name for the event, and the old address stops working once you do.

• Can I change the privacy setting after the event is over?

  Yes, at any time, and it takes effect immediately for everyone including people who already have the link.

Running your event

The slideshow, the cover photo and your logo, pinned photos, your statistics, and tidying the gallery afterwards.

• How do I run the live slideshow on a big screen?

  Launch it from the Live tab on the machine driving the screen; new photos appear as they are published, with no refreshing.

• How do I set a cover photo for my event?

  Upload one on the Settings tab, or when you create the event — it is its own upload, not one of your guests’ photos, and it appears once it has passed its check.

• How do I add my logo, and where will guests see it?

  Upload a PNG or JPEG under Logo on the Settings tab on any plan; it appears on the invitation page and on host-branded posters and leaflets once it has passed its check, on plans that include your own branding.

• What does pinning a photo do?

  Up to six pinned photos sit at the top of your guests’ gallery and lead the highlight reel — pinning orders photos, it never publishes one.

• How do I hide or delete a photo?

  Both are on the Content tab: hiding takes it out of the gallery but keeps it, deleting removes the image files for good.

• What do the event statistics show me?

  Photo, message and guest counts, an activity graph over time, your most-liked photos and a word cloud from the guestbook.

• Can I change my event’s name, date or template after creating it?

  Yes — all of it is editable on the Settings tab at any time, and changes appear to guests immediately.

• How do I delete an event, and what goes with it?

  Settings has Delete Event; it removes the event at once and erases every photo and message in it for good seven days later — or, if later, once any open report or unfinished print order on it is settled — and asks you to type the event name first.

Moderation and safety

Approving content, inviting help, and dealing with something that should not be there.

• What does “Require approval” actually change?

  It holds every photo and guestbook message for you to publish by hand, instead of publishing them once they pass their check.

• Where do I find and work the moderation queue?

  The Moderation tab has one queue for photos waiting for a decision, oldest first, and one for guestbook messages awaiting approval.

• How do I approve or hide several photos at once?

  Tick up to 50 photos and use Approve selected or Hide selected, or use Select all to act on the whole queue — where Approve never includes a flagged photo.

• What do Blurry, Dark and Flagged mean?

  Chips on a queue tile: Blurry and Dark are picture quality; Flagged means the content check wants a person to look before it is published.

• How do I invite someone to help me moderate?

  On Settings, invite them by email — but they must already have a Mosaikin account under that exact address.

• What can a moderator do, and what can only I do?

  Moderators handle content — approving, hiding and deleting photos and messages — but cannot change settings, missions, billing or moderators, read invitation replies, or delete the event.

• What does “Auto-Hide Bad Photos” do?

  It hides photos measured as blurry or too dark — it is about picture quality, never about content, and it hides rather than deletes.

• How does reporting work?

  Anyone can report a photo or message from the item itself, without an account, and the report lands in the host’s review queue.

• Someone reported content at my event — what do I do?

  Open the reported-content queue, deal with the item, and record your reasons; the reporter is told the outcome if they left contact details.

• How are reports and flagged content decided?

  Our moderation policy: who decides, in what order, how quickly, what the rules are, and how to appeal — for hosts, moderators and Mosaikin alike.

Keepsakes and downloads

The archive, the printed guestbook, the highlight reel, and how long you have.

• What is in the photo archive I can download?

  Every photo on the event as one ZIP, at full display size, cleaned of camera metadata, with anything missing named inside the file.

• How do I get a printed copy of the guestbook?

  The Keepsakes tab builds a typeset PDF of every approved message, ready to print or keep.

• What is the highlight reel, and how do I make one?

  An MP4 slideshow built from your best-liked public photos; it needs at least three published photos and takes a minute or two.

• What is the word cloud?

  A downloadable image built from the words your guests used most in the guestbook.

• How long do I have to download my photos?

  An event’s archive stays available for a stated period after the event, and downloading your own copy sooner is the advice we would rather give.

• What happens to my photos if Mosaikin ever closes?

  Hosts are given notice before we stop operating, and the archive download keeps working throughout it.

Printed keepsakes and the Shop

What we print and post, how to order it, and how it differs from the downloads.

• What is the difference between Keepsakes and the Shop?

  Keepsakes are files you download and they come with a paid plan; the Shop is what we print and post, paid for one order at a time with no plan needed.

• How do I order printed keepsakes?

  Pick a design on your event's Keepsakes tab, press Order printed, choose how many, tick the made-to-order acknowledgement and pay with Stripe; we post it to a UK address.

• Where is my printed order?

  Each order has its own page under Printed orders in your account settings, showing whether it is being prepared, with the printer, posted or delivered.

• Can I cancel or return a printed order?

  Prints are made to order with your event's artwork, so the usual 14-day right to cancel does not apply; contact us quickly and we will stop an order that has not reached the printer.

• Can a guest buy a printed keepsake?

  Yes, when the host switches it on: a Printed keepsakes card appears on the gallery, the guest pays Stripe for the print and delivery, and the order is theirs, with its own page reached from their emails.

• How do photo prints work?

  Choose photos from the gallery, we print them on photographic paper at 6×4 or 7×5 inches and post them to you; each is cropped from the centre to fit, and a photo too small to print well is marked before you choose it.

Plans, payment and limits

What an event’s allowance covers, how upgrading works, and what happens to a free event.

• How many photos can my event hold?

  Each event has a photo allowance from its plan; your dashboard shows the current count against it, and the pricing page lists what each plan includes.

• How do I upgrade an event?

  From the Keepsakes or Overview tab, pay by card through secure checkout, or redeem an activation key — either way the event upgrades at once.

• Is this a subscription? Will I be charged again?

  No — an event licence is a one-off payment for that event, with nothing recurring.

• What is an activation key, and where do I use it?

  A code that upgrades one event without a card payment; enter it in the upgrade panel on that event’s dashboard.

• How many moderators can I invite?

  The number included is part of your plan and listed on the pricing page; moderators are free to the people you invite.

• What happens to a free event after the event is over?

  Free galleries are kept for six months after the event date and then removed; you are warned first by email and on your dashboard, and upgrading keeps them.

• Can I get a refund?

  Refunds and cancellation rights are set out in the Refunds and Cancellation Policy — start there, then contact us.

Your host account

Signing in, changing your details, and deleting your account.

• How do I sign in as a host?

  With the email and password you signed up with, or with Google if you linked it — guests never sign in at all.

• How do I change my email address or password?

  Both are in Account Settings; an email change sends a confirmation link to the old address and the new one.

• I cannot sign in — what should I try?

  Check you are using the address you signed up with, reset your password from the sign-in page, and remember guests do not sign in at all.

• Can I transfer an event to someone else?

  No — ownership cannot be moved between accounts, but you can add the other person as a moderator so they can help.

• How do I delete my account, and what goes with it?

  Account Settings has Delete Account; it erases your events, every photo and message in them, the stored files and your sign-in — permanently.

Troubleshooting

When something will not load, will not scan, or will not upload.

• Which browsers and phones does Mosaikin work on?

  Any reasonably current phone or desktop browser — Safari 16.4 and Chrome 111 onwards — with no app to install.

• The QR code will not scan — what now?

  Try the camera app rather than a scanner app, check the print size and lighting, and fall back to typing the link and access code.

• The slideshow is not showing new photos — why?

  Usually approval is switched on, the photos are private, or the screen’s browser lost its connection — reloading the page restores it.

• A photo says it is “still being prepared” — is it lost?

  No. The photo is saved; only its smaller versions are still being made, and it appears once they are ready or once you publish it.

• Why am I being told to slow down, or seeing errors after lots of uploads?

  There are limits on how fast one guest can upload, comment or like, and they reset within a minute.

• How do I contact a human?

  Email hello@mosaikin.app, or use the contact form — and if it is about one event, say which.