When something goes wrong.

Magic link did not arrive

• Check spam folder. Otto sends from hello@otto.photography.
• Request a new link at /app. Old links expire after 60 minutes.
• Corporate mail filters: ask IT to whitelist otto.photography.
• Still nothing after 5 minutes? Email hello@otto.photography with the address you signed up with.

Connector test fails

WooCommerce — 401 Unauthorized

Consumer Key and Secret pair is invalid. Regenerate the pair in Woo → Advanced → REST API. Make sure permissions are Read/Write, not Read-only.

WooCommerce — 403 Forbidden

Your hosting has a security plugin blocking REST API calls. SiteGround Dynamic Cache, Wordfence, and ModSecurity are common culprits. Allowlist the Otto IP range from the setup wizard (shown after test failure).

Shopify — invalid access token

The token begins with shpat_. If yours does not, you copied the API key instead. Go back to custom app, section "Admin API access token", click "Reveal token once", copy that.

Magento — resource not available

Integration is configured but not activated. Go to System → Integrations, find "Otto publish", click Activate.

Generation output is not my brand

Style pack mismatch. Open the setup wizard, re-pick style. If none of the four default packs match (e.g. you need a colour-lab medical-device look), email hello@otto.photography with three reference URLs of shops whose look you want to match. Custom style packs ship in 2 business days.

Publish fails on category assignment

The category path in your setup does not exist in your shop. Either create it in your shop first, or edit the target path in the wizard to one that exists. Otto does not create categories silently.

Pack allowance exhausted mid-batch

Otto stops generation when the Pack allowance is reached. Buy another Pack to continue, or switch to Monthly. Already-generated frames in the batch remain in review — they are not lost.

Regeneration still not right

Two regens on the same SKU usually means the source photo is the limiting factor. Re-shoot the SKU with better framing (more of the product in frame, less background) and resubmit. This counts as a new SKU for allowance purposes.

Something I did not list here

Email hello@otto.photography. Include: tenant name, SKU ID if applicable, screenshot of the error. Response within one business day.