Support
Short lines, quick help
Begin with the AI assistant for quick questions. If you cannot resolve it or it is urgent, you can call, WhatsApp, or email our team directly.
Step 1 Ask the AI assistant first The AI assistant helps with logins, downloads, statuses, exports, and common settings. For example, ask why a batch is stuck, which images are missing, or what an export is waiting for. Start in the dashboard Step 2 Call or message us if you get stuck If the answer is not enough, work is blocked, or you prefer speaking to someone, call or WhatsApp us. We will take over the context. Call us directly
- AI assistant First step Ask in natural language first For explanations, status questions, downloads, and step-by-step instructions
- WhatsApp +31 6 43424567 If the AI assistant does not help enough or you want to share a screenshot
- Phone +31 6 43424567 Call us if work is halted or for other urgent questions
- Mail [email protected] For tickets, attachments, or non-urgent questions
Response time
Weekdays 09:00 to 17:30. If work is completely halted, we also check outside office hours. Then mention urgent in the subject.
Frequently Asked Questions
Frequently asked questions about article status, supplier images, approval, and publication.
Which question should I ask the AI assistant first?
Name the article, batch, or source. For example, ask why article X is still under review, which images are missing, or why batch Z has not yet been published. If work is at a standstill, call or WhatsApp us immediately.
Why does an item stay on review or exception?
Usually, it is not certain enough which article, color, or image position belongs to the file. Reliable links proceed; doubtful cases remain visible so someone can approve or correct them.
What if supplier images do not link to the right item?
Send a sample file, ZIP file, export from the brand portal, or a folder structure. We check file name, path, EAN/GTIN, color code, and article number and adjust naming conventions per brand. New deliveries are then processed automatically.
When are images approved automatically, and when not?
We use automatic approval only with high match certainty and fixed rules for cropping, background, image slot, and publication. Per brand, collection, or article type, you can determine where human approval remains necessary before image or content goes live.
Does a new supplier delivery overwrite existing photos?
No. New deliveries enter as a batch with versioning and an audit log. You can see who, when, and which items were affected, and decide through approval or export rules what may replace existing live images.
Why does an approved image not return to the webshop or PIM?
Then we look at publication status, required product data, image slots, and export destination. Shopware, Shopify, Scayle, Azure, FTP, PIM, or custom shops each have their own rules; always mention item, batch, and destination in support.
FAQ
Frequently Asked Questions
How do I reach Photopilot support?
Start with the AI assistant in the dashboard for quick questions. If you need more help or it's urgent, you can call or WhatsApp Photopilot at +31 6 43424567 or email [email protected]. Email is intended for tickets, attachments, and non-urgent questions.
What are the support hours for Photopilot?
Photopilot support is available on weekdays from 09:00 to 17:30. If work comes to a complete standstill, the team will also assist outside office hours. In that case, include the word urgent in the subject of your message.
How can Photopilot's AI assistant help?
The AI assistant of Photopilot helps with logging in, downloads, statuses, exports, and common settings, providing explanations and step-by-step guides. You ask your question in plain language in the dashboard.
What do I do if the AI assistant doesn't solve my question?
Call or WhatsApp Photopilot if the AI assistant's answer isn't enough, if work is stalled, or if you prefer to speak to someone. The team will review and take over the information from your previous query. You can also share a screenshot via WhatsApp.
What information should I include with a support request?
When contacting Photopilot support, always mention the item, batch, and destination, such as the webshop or PIM. If it's about supplier images that don't link properly, include a sample file, ZIP file, export from the brand portal, or the folder structure.