Low or Inaccurate Count
Problem: The hair count seems lower than expected or doesn't match visual inspection.
Common Causes:
- • Poor image quality or resolution
- • Insufficient lighting
- • Hair and background colors too similar
- • Image out of focus or blurry
Solutions:
- ✓ Retake image with better lighting
- ✓ Use contrasting background color
- ✓ Increase image resolution (min 1024x1024)
- ✓ Ensure camera is stable and in focus
Image Upload Fails
Problem: Unable to upload images or receiving error messages.
Possible Causes:
- • File size exceeds 5MB
- • Unsupported file format (not JPEG/PNG)
- • Network connection issues
- • Browser compatibility
Solutions:
- ✓ Compress or resize image if over 5MB
- ✓ Convert to JPEG or PNG format
- ✓ Check internet connection
- ✓ Try a different browser (Chrome, Firefox, Safari)
Analysis Stuck on "Processing"
Problem: Analysis stays in "pending" or "processing" status for extended time.
Expected Behavior:
Normal processing time: 5-30 seconds. If stuck for over 2 minutes, there may be an issue.
Solutions:
- ✓ Refresh the page after 2 minutes
- ✓ Check your internet connection
- ✓ Try re-uploading the image
- ✓ Contact support if issue persists
Insufficient Credits Error
Problem: Cannot upload images due to lack of credits.
Credit Costs:
- Hair counting, density analysis, baldness analysis: 1 credit each
- Before/after comparison: 2 credits
- Overview images: Free
Density Analysis Calibration Error
Problem: Density analysis requires calibration but no px_per_mm value is set.
Solution:
- ✓ Provide the
px_per_mmparameter when uploading (Dashboard or API) - ✓ This value is saved to your account for future scans
- ✓ Measure using a calibration slide or known reference object in the image
API Authentication Errors
Problem: Receiving 401 Unauthorized or API key errors.
Solutions:
- ✓ Verify API key is correct and active
- ✓ Check X-API-Key header is properly set
- ✓ Ensure API key hasn't been deactivated
- ✓ Generate a new API key if needed
Still Need Help?
Our support team is ready to assist you with any issues.