OnTheWall Submission Help & Troubleshooting Pack

Welcome to On The Wall Awards! If you're experiencing issues submitting your photographs or completing your entry, don't worry. This guide outlines quick solutions to the most common problems and how to get support fast.

✉️ Contact Us Directly

If you're stuck and nothing below helps, email us at info@onthewall.org.uk with the subject line "Submission Help." We'll respond as quickly as possible.

⚡ Common Issues & Fixes

1. "Upload a photo" error message after selecting a photo

Cause: This usually occurs on Wix forms when the photo is too large or the upload doesn't fully register.
Fix:
- Make sure your image is under 25MB.
- Try refreshing the page and re-uploading.
- Try using alternative browsers, Chrome or Safari works best).
- Use a desktop or laptop browser (Chrome or Safari works best).

2. No confirmation email received

Cause: Confirmation emails sometimes don’t trigger immediately if there is a short delay in processing.
Fix:
- Wait 30 minutes and check your spam/junk folder.
- If still unsure, email us and we’ll confirm your submission manually.

3. Payment appears taken but marked as incomplete

Cause: Occasionally, a transaction may not fully register in the system due to a browser timeout or refresh.
Fix:
- Email us a screenshot of your payment, and we’ll verify on our end.
- You’ll still be entered — we just need to double-check and confirm it manually.

4. Unable to upload more than one photo

Cause: Form settings may limit file size or have a timeout issue.
Fix:
- Ensure each photo is under 25MB.
- Try uploading via a desktop browser for more stable performance.

5. General form not submitting

Fix:
- Double-check all required fields are completed.
- Try using a different browser or switching from mobile to desktop.
- Refresh the page and re-attempt.

Deadlines

If you're reaching out close to the deadline, don’t panic — just make sure to email us before the closing time with your issue so we can honour your entry.