Troubleshooting

413 — File Too Large

The uploaded file exceeds the maximum allowed size (default: 20 MB per image). Reduce the file size or configure a higher limit if your plan supports it.

415 — Unsupported Media Type

The file type is not accepted. Check the allowed_mime_types parameter on your session. By default, only image types (JPEG, PNG, WebP, HEIC) are allowed.

422 — Session Full

The session has already reached its max_images limit. Create a new session if more uploads are needed.

500 — Server Error

An unexpected error occurred on our end. This is rare and usually resolves within minutes. Check the Apertur status page for ongoing incidents.

Not Receiving Webhooks

If your endpoint isn't receiving webhook deliveries, check the following:

• Verify your webhook URL is publicly accessible (not behind a firewall or VPN).
• Ensure your endpoint responds with a 2xx status code within 30 seconds.
• Check the delivery logs in your project dashboard for error details.
• Confirm the session's delivery_mode is set to "webhook".

Signature Verification Failing

If signature verification fails on your end:

• Make sure you're using the raw request body (not a parsed or re-serialized version).
• Verify you're using the correct webhook secret for this project.
• Ensure you're comparing the full signature string including the "sha256=" prefix.

See the webhook signatures guide for implementation examples.

Duplicate Deliveries

In rare cases, Apertur may retry a delivery if the initial response was ambiguous (e.g., a timeout). Use the X-APTR-Delivery-ID header to deduplicate on your end.

Camera Won't Open

• Make sure the user has granted camera permissions to their browser.
• The upload page must be served over HTTPS (this is always the case with Apertur-hosted URLs).
• Try using a different browser (Safari on iOS, Chrome on Android).
• Clear the browser cache and try again.
• On iOS, ensure the camera is not restricted by Screen Time or MDM policies.

QR Code Shows an Error

• "Session expired" — the session has passed its expires_at time. Create a new session.
• "Session full" — the max_images limit has been reached.
• "Session not found" — the session ID in the URL is invalid. Verify the QR code was generated correctly.

Sharing QR Codes Across Devices

Each QR code links to a unique session URL. You can share this URL via SMS, email, or messaging apps instead of scanning — just send the qr_url value directly.

How to Handle Expiration

• Increase the expires_in parameter when creating sessions if users need more time.
• Monitor session status and proactively create new sessions when needed.
• Inform your end-users about the time limit so they upload promptly.

Status Page

Check the Apertur status page for real-time information about platform availability and ongoing incidents.

Contact Form

Use our contact form to submit a detailed support request. Include your project ID, session ID, and any error messages to help us resolve your issue faster.