iPad Won't Sign In
The iOS Capture app needs an internet connection for first-time sign-in. After that, it works offline for returning users.
First-time sign in: requires internetThe first time you sign in on a new device:
- The app needs to reach
- It downloads your company, brand, and event metadata
- It caches your session for offline use later
If you're at a venue with bad wifi the day-of, sign in before you leave for the venue.
Returning users: works offlineOnce you've signed in on the device, the app:
- Caches your sessions and event list
- Lets you shoot offline — photos queue locally
- Uploads automatically when wifi comes back
Session stays valid for 30 days of inactivity. Open the app once a month from anywhere with wifi and you'll never get logged out.
Common sign-in errors
'Network error' — no internet at all. Try a hotspot.
'Invalid credentials' — double-check email and password. Caps Lock is the usual culprit on iPad keyboards.
'Account locked' — too many failed attempts. Wait 15 minutes or reset your password from the web at app.brandstudiohq.com.
'2FA required' — open your authenticator app and enter the 6-digit code. If you lost the device, use a backup code or contact us.
Captive portalThe iPad shows wifi connected but the app can't reach our servers. The wifi has a sign-in page you haven't completed. Open Safari, visit any HTTP site (not HTTPS), and complete the venue's sign-in. Then try the Capture app again.
Last resort: reinstallIf the app refuses to sign in and everything else checks out:
1. Delete the Capture app
2. Reinstall from the App Store
3. Sign in fresh
Queued photos that were already uploaded are safe. Photos that hadn't uploaded yet will be lost — so don't reinstall mid-event if you have a queue.
First-time sign in: requires internetThe first time you sign in on a new device:
- The app needs to reach
api.brandstudiohq.com to verify your credentials- It downloads your company, brand, and event metadata
- It caches your session for offline use later
If you're at a venue with bad wifi the day-of, sign in before you leave for the venue.
Returning users: works offlineOnce you've signed in on the device, the app:
- Caches your sessions and event list
- Lets you shoot offline — photos queue locally
- Uploads automatically when wifi comes back
Session stays valid for 30 days of inactivity. Open the app once a month from anywhere with wifi and you'll never get logged out.
Common sign-in errors
'Network error' — no internet at all. Try a hotspot.
'Invalid credentials' — double-check email and password. Caps Lock is the usual culprit on iPad keyboards.
'Account locked' — too many failed attempts. Wait 15 minutes or reset your password from the web at app.brandstudiohq.com.
'2FA required' — open your authenticator app and enter the 6-digit code. If you lost the device, use a backup code or contact us.
Captive portalThe iPad shows wifi connected but the app can't reach our servers. The wifi has a sign-in page you haven't completed. Open Safari, visit any HTTP site (not HTTPS), and complete the venue's sign-in. Then try the Capture app again.
Last resort: reinstallIf the app refuses to sign in and everything else checks out:
1. Delete the Capture app
2. Reinstall from the App Store
3. Sign in fresh
Queued photos that were already uploaded are safe. Photos that hadn't uploaded yet will be lost — so don't reinstall mid-event if you have a queue.
troubleshootingipadsign-inofflinecaptive-portal2fa