# PixelUnion Help — full English corpus > Concatenated English help articles for agent ingest. Prefer /llms.txt and /help/llms.txt for navigation. -------------------------------------------------------------------------------- # Support > Get help from the PixelUnion support team using the contact form Source: https://pixelunion.eu/help/contact/

Need Assistance?

If you ever need assistance, our support team is here to help! Simply fill out the form on the right, and one of our team members will get back to you via email shortly. We are committed to providing you with the best support experience possible.

Please note: The details you provide in the form will be securely shared with our servicedesk software, Zoho Desk, to ensure a smooth and efficient support process.

-------------------------------------------------------------------------------- # General FAQ > Frequently asked questions about PixelUnion Source: https://pixelunion.eu/help/other/general-faq/ Common questions about PixelUnion, our company, and how to get support. ## What is PixelUnion? We are a privacy-first photo storage platform tailored for European consumers, offering a secure and private alternative to major tech platforms. In light of recent geopolitical developments between the United States and Europe, the need for robust European solutions has become evident. We were created to address this gap, providing a reliable and privacy-focused option for photo storage within the EU. ## Where are you based? We are based in Alkmaar, The Netherlands, and comply with Dutch and EU data protection laws. ## Who runs PixelUnion? PixelUnion is led by a team with extensive experience in the hosting sector, IT, and storage solutions. We are a company based in the Netherlands. For more information, visit the [About PixelUnion](/about/pixelunion) page. ## Are you GDPR-compliant? Yes, we fully comply with GDPR regulations to protect your personal data. ## How can I contact support? You can reach out to our support team via the [Contact Us](/support/) page. ## How quickly will I get a response from support? We aim to respond to all support tickets within 24 hours. Our team monitors requests throughout the day to ensure you get timely assistance. If your issue is urgent, please mention it in your message so we can prioritize your request. ## What should I realistically expect when switching from Google photos? The biggest difference is ecosystem integration. Google and Apple services are tightly connected. Storage, email, documents, and photos all share the same quota and integrate seamlessly. That kind of cross-service convenience is something you'll generally give up when switching to a dedicated photo storage provider. In terms of features, the Immich community (the open-source project PixelUnion is built on) has done an impressive job. Areas we're still improving: multilingual search for non-English speakers, and some quality-of-life features like globally sorting albums. ## What makes PixelUnion structurally different from other "European" services? PixelUnion is built on Immich, an open-source project, which means our technology is transparent and auditable. More importantly: your data is used for storage only **not** to train AI models, not to power advertising, and not to profile you. That's not just a policy; it's how our product is designed. -------------------------------------------------------------------------------- # Getting Started > Learn how to set up your PixelUnion account Source: https://pixelunion.eu/help/account/getting-started/ Welcome to PixelUnion! This guide will help you get started with your new photo and video storage platform. ## Step 1: register your PixelUnion environment Before you can start using PixelUnion, you need to register your environment and create your account. 1. **Visit the PixelUnion Portal**: Go to [https://portal.pixelunion.eu](https://portal.pixelunion.eu) 2. **Create Your Account**: Sign up with your email address and choose a secure password 3. **Choose Your Subdomain**: During registration, you'll be asked to select a subdomain for your personal PixelUnion environment (e.g., `yourname.pixelunion.eu`) - Your subdomain will be your unique access point to your PixelUnion instance - Choose something memorable and personal to you - The subdomain must be unique and available ## Step 2: access your PixelUnion instance Once your registration is complete, you'll receive a confirmation email with: - Your login credentials - Your personal PixelUnion domain URL (e.g., `https://yourname.pixelunion.eu`) - Instructions for your first login ## Step 3: first login 1. Go to your personal PixelUnion domain (e.g., `https://yourname.pixelunion.eu`) 2. Enter your username and password that you created during registration 3. You're now ready to start uploading and organizing your photos and videos! ## Next steps Now that your account is set up, here are some recommended next steps: - **[Upload your first photos](/help/immich/uploading-photos/)**: Learn how to upload photos and videos to your PixelUnion instance - **[Set up the mobile app](/help/immich/mobile-app/)**: Install the mobile app for automatic backups from your phone - **[Customize your account settings](/help/account/settings/)**: Configure your account preferences and security settings - **[Enable two-factor authentication](/help/account/two-factor-authentication/)**: Add an extra layer of security to your account If you encounter any issues during setup, please don't hesitate to [contact our support team](/support/). -------------------------------------------------------------------------------- # Troubleshooting > Common issues and how to fix them Source: https://pixelunion.eu/help/other/troubleshooting/ Having issues? Here are solutions to common problems. ## Login issues ### Can't log in - Double-check your server URL (it should be `https://yourname.pixelunion.eu`) - Verify your username and password - Clear your browser cache and try again ### Forgot password Contact our support team at support@pixelunion.eu to reset your password. ## Upload issues ### Uploads are slow - Check your internet connection - Try uploading smaller batches - Use the desktop CLI for large uploads ### Upload fails - Make sure the file format is supported - Check whether you have enough storage space - Refresh the page and upload again ## Mobile app issues ### The app won't connect - Check that the server URL is correct - Check whether you're on the same network - Try disabling your VPN if it's enabled ## Still need help? Visit our [support page](/support/) to contact our team. -------------------------------------------------------------------------------- # Uploading Photos > Learn how to upload photos and videos to PixelUnion Source: https://pixelunion.eu/help/immich/uploading-photos/ There are several ways to upload your photos and videos to PixelUnion. Choose the method that best fits your needs. You can find an overview of [supported file formats](/help/immich/supported-file-formats/) here. ## Web upload The easiest way to upload photos for small to medium collections: 1. Log in to your PixelUnion domain (e.g., `https://yourname.pixelunion.eu`) 2. Click the **Upload** button in the top navigation 3. Select files from your computer or drag and drop them 4. Wait for the upload to complete **Best for**: Uploading a few photos or videos at a time, quick uploads from your computer. **Limitations**: Not ideal for very large collections (thousands of files) as it can be slow and may timeout. ## Mobile app upload Use the Immich mobile app for automatic backup from your phone: 1. Download the Immich app from your app store (App Store for iOS, Google Play Store for Android) 2. Enter your PixelUnion domain as the server URL (e.g., `https://yourname.pixelunion.eu`) 3. Log in with your PixelUnion credentials 4. Enable automatic backup in the app settings 5. Configure backup preferences: - Wi-Fi only or allow mobile data - Charging only or allow battery usage - Select specific folders to back up **Best for**: Automatic backup of new photos and videos from your mobile device. **Note**: See our [mobile app guide](/help/immich/mobile-app/) for more detailed instructions. ## Bulk upload with Immich go For large collections or bulk uploads, **Immich Go** is the recommended tool. It's a powerful command-line tool that can efficiently upload thousands of photos and videos while preserving metadata, dates, and file structures. ### What is Immich go? Immich Go is a standalone tool that doesn't require installation. It can: - Upload large collections efficiently - Preserve original file names and dates - Handle duplicate detection - Upload from local folders, ZIP archives, or Google Photos Takeout - Resume interrupted uploads ### Step 1: get your API key Before using Immich Go, you need an API key: 1. Log in to your PixelUnion domain 2. Click on your profile icon in the top right corner 3. Select **Account Settings** 4. Navigate to **API Keys** 5. Click **New API Key** 6. Give it a descriptive name (e.g., "Upload Tool") 7. **Copy the generated API key** - you'll need it in the next step ⚠️ **Important**: Keep your API key secure. You can revoke it later if needed. ### Step 2: download Immich go 1. Go to the [Immich Go releases page](https://github.com/simulot/immich-go/releases/latest) 2. Download the version for your operating system: - **Windows**: Download the `.exe` file - **macOS**: Download the file with `darwin` in the name - **Linux**: Download the file with `linux` in the name 3. Extract the downloaded `.zip` file 4. Place the `immich-go` executable in a convenient location ### Step 3: open a Terminal You'll need to run Immich Go from a terminal/command prompt: - **Windows**: Right-click the folder where `immich-go.exe` is located → "Open in terminal" or "Open PowerShell window here" - **macOS**: Open the **Terminal** app (Applications > Utilities), then type `cd ` followed by a space, drag the folder with `immich-go` into the terminal window, and press Enter - **Linux**: Open a terminal and navigate to the folder containing `immich-go` ### Step 4: upload from a local folder To upload photos and videos from a folder on your computer: **Windows:** ``` ./immich-go.exe upload from-folder --server=https://yourname.pixelunion.eu/ --api-key=YOUR_API_KEY "C:\path\to\your\photos" ``` **macOS/Linux:** ``` ./immich-go upload from-folder --server=https://yourname.pixelunion.eu/ --api-key=YOUR_API_KEY /path/to/your/photos ``` Replace: - `yourname.pixelunion.eu` with your actual PixelUnion domain - `YOUR_API_KEY` with the API key you copied in Step 1 - The path with the actual path to your photos folder ### Step 5: upload from Google photos Takeout If you're migrating from Google Photos, you can upload directly from Takeout ZIP files: **Windows:** ``` ./immich-go.exe upload from-google-photos --server=https://yourname.pixelunion.eu/ --api-key=YOUR_API_KEY --pause-immich-jobs=false "C:\path\to\takeout-*.zip" ``` **macOS/Linux:** ``` ./immich-go upload from-google-photos --server=https://yourname.pixelunion.eu/ --api-key=YOUR_API_KEY --pause-immich-jobs=false /path/to/takeout-*.zip ``` This will: - Extract photos and videos from the Takeout ZIP files - Preserve album structures - Maintain original dates and metadata - Upload everything to your PixelUnion instance **Note**: See our [Google Photos migration guide](/help/immich/migrate-google-photos/) for more detailed instructions. ### Upload options You can customize your upload with additional options: #### Upload specific file types only ``` ./immich-go upload from-folder --server=https://yourname.pixelunion.eu/ --api-key=YOUR_API_KEY --include-extensions=.jpg,.heic /path/to/photos ``` #### Skip duplicates Immich Go automatically detects and skips duplicate files that are already in your library. #### Resume interrupted uploads If an upload is interrupted, simply run the command again. Immich Go will resume from where it stopped and won't re-upload files that are already present. ### What happens during upload? Immich Go will: 1. Connect to your PixelUnion instance 2. Scan the folder for photos and videos 3. Check for duplicates 4. Upload files while preserving metadata 5. Show progress as it uploads The upload may take some time depending on: - The size of your collection - Your internet connection speed - The number of files ### Troubleshooting **Connection Issues:** - Make sure your PixelUnion domain is correct (include `https://` and the trailing `/`) - Verify your API key is correct and hasn't been revoked - Check your internet connection **Upload Interrupted:** - Immich Go will resume from where it stopped if you run the command again - It won't re-upload files that are already present **Large Collections:** - For very large collections (tens of thousands of files), the upload may take several hours or days - Make sure your computer doesn't go to sleep during the upload - Consider running the upload overnight or when you don't need your computer ## Which method should I use? - **Web Upload**: Best for occasional uploads of a few files - **Mobile App**: Best for automatic backup of new photos from your phone - **Immich Go**: Best for bulk uploads, large collections, or migrating from other services ## Need help? If you encounter issues uploading: - Check the [Immich Go documentation](https://github.com/simulot/immich-go) - See our [migration guide](/help/immich/migrate-google-photos/) for Google Photos specific instructions - [Contact our support team](/support/) for assistance -------------------------------------------------------------------------------- # Account Settings > Manage your PixelUnion account settings Source: https://pixelunion.eu/help/account/settings/ Learn how to manage your PixelUnion account settings. PixelUnion uses two different interfaces for different types of settings: Immich (your photo library) and the Account Portal (your account security). ## Settings in Immich (PixelUnion) You can manage these settings directly within your PixelUnion instance: ### Accessing Immich settings 1. Log in to your PixelUnion domain (e.g., `https://yourname.pixelunion.eu`) 2. Click on your profile icon in the top right corner 3. Select "Settings" or "Account Settings" ### Available settings in Immich Within your PixelUnion instance, you can configure: - **Profile Information**: Display name and profile picture - **Storage Usage**: View your current storage consumption - **API Keys**: Generate API keys for third-party integrations - Go to Account Settings → API Keys - Click "New API Key" - Give it a descriptive name - Copy and store the key securely - **Notification Preferences**: Email and in-app notification settings - **Privacy Settings**: Control data sharing and visibility options - **Library Settings**: Photo and video organization preferences ## Security settings (Account portal) For security-related settings like password changes and two-factor authentication, you need to access the Account Portal: ### Accessing security settings 1. Go to [https://login.pixelunion.eu/realms/pixelunion/account](https://login.pixelunion.eu/realms/pixelunion/account) 2. Log in with your PixelUnion credentials 3. Navigate to the security section ### Available security settings In the Account Portal, you can manage: - **Password Changes**: Update your account password - See our guide on [resetting your password](/help/account/reset-password/) - **Two-Factor Authentication (2FA)**: Enable or disable 2FA - See our guide on [enabling two-factor authentication](/help/account/two-factor-authentication/) - **Active Sessions**: View and manage devices logged into your account - See our guide on [managing active sessions](/help/account/active-sessions/) - **Account Security**: Review security settings and preferences ## Quick reference | Setting Type | Location | Access URL | |--------------|----------|------------| | Profile, API Keys, Notifications | Immich (PixelUnion) | `https://yourname.pixelunion.eu` | | Password, 2FA, Sessions | Account Portal | `https://login.pixelunion.eu/realms/pixelunion/account` | If you need help with any settings, please [contact our support team](/support/). -------------------------------------------------------------------------------- # Mobile App > Set up and use the Immich mobile app Source: https://pixelunion.eu/help/immich/mobile-app/ The Immich mobile app lets you access your photos on the go and automatically back up new photos and videos from your device to your PixelUnion server. ## Download the app The Immich app is available for: - **iOS**: [App Store](https://apps.apple.com/app/immich/id1613945652) - **Android**: - **PixelUnion App**: [Google Play](https://play.google.com/store/apps/details?id=app.pixelunion.immich) - PixelUnion provides a custom Android app specifically for our users. This app is optimized for our infrastructure and provides the best experience when connecting to PixelUnion servers. - **Official Immich App**: [Google Play](https://play.google.com/store/apps/details?id=app.alextran.immich) - The official Immich app is also available and fully compatible with PixelUnion servers. ## PixelUnion app vs. Immich app The differences between the two apps are minimal at the moment. However, with our own app we can eventually: - Improve the onboarding flow - Make it easier to connect directly to your PixelUnion domain - Optimize the experience specifically for PixelUnion users Currently, the PixelUnion app is only available for **Android**. We're actively working on bringing it to iOS. we'll get there! ## Connecting to your server 1. Open the Immich app (or PixelUnion app on Android) 2. Enter your PixelUnion server URL (e.g., `https://yourname.pixelunion.eu`) 3. Enter your username and password 4. Tap "Login" Once connected, you'll have full access to your photo library from your mobile device. ## What is the difference between the cloud icons on the mobile app?
Cloud Asset is only available on the server and was uploaded from some other device (like the web client) or was deleted from this device after upload
Cloud with a line through it Asset is only available locally and has not yet been backed up
Cloud with a checkmark Asset was uploaded from this device and is now backed up to the server; the original file is still on the device
## Automatic backup feature The automatic backup feature is one of the most powerful features of the Immich mobile app. It continuously monitors your device's photo library and automatically uploads new photos and videos to your PixelUnion server in the background. ### How backup works When automatic backup is enabled, the app: - **Monitors your photo library**: The app watches for new photos and videos added to your device's camera roll or selected albums - **Uploads automatically**: New media is uploaded to your server without any manual intervention - **Preserves metadata**: All photo metadata (location, date, camera settings, etc.) is preserved during upload - **Handles duplicates**: The app intelligently detects and skips photos that have already been backed up - **Works in background**: Uploads continue even when the app is closed (with proper permissions) ### Setting up automatic backup To enable and configure automatic photo backup: 1. Open the Immich app and navigate to **Settings** → **Backup** 2. Toggle **"Automatic Backup"** to enable the feature 3. **Select albums to back up**: Choose which albums or folders from your device should be backed up - You can select specific albums or choose to back up all photos - The app will only upload photos from selected sources 4. **Configure backup options**: - **WiFi only**: Enable this to only upload when connected to WiFi, saving mobile data - **Background backup**: Allow uploads to continue when the app is in the background - **Foreground backup**: For faster uploads when the app is actively open - **Battery optimization**: Adjust settings to balance battery usage with backup speed ### Backup status and monitoring You can monitor your backup progress and status: - **Backup screen**: Navigate to the Backup section in the app to see: - Number of photos/videos pending upload - Current upload progress - Successfully backed up items - Any errors or failed uploads - **Notifications**: The app can send notifications when backups complete or encounter issues - **Upload queue**: View and manage items waiting to be uploaded ### Backup best practices - **Initial backup**: For your first backup, consider using "Foreground Backup" for faster uploads. This is especially useful when backing up a large existing photo library - **Regular backups**: Once set up, automatic backup will handle new photos seamlessly - **WiFi preference**: Enable "WiFi only" to avoid using mobile data, especially if you have a large photo library - **Battery considerations**: Background backup may use battery. Adjust settings based on your device's battery life and charging habits - **Storage management**: The app uploads photos but doesn't automatically delete them from your device. You can manually manage device storage as needed - **Energy saving modes**: If background uploads pause or stop unexpectedly, check your phone's battery or energy saving settings. These modes often restrict background activity and can delay or prevent uploads from running while the app is closed ## Tips - Enable "Background Backup" for seamless uploads that work even when you're not using the app - Use "Foreground Backup" for faster initial uploads when setting up the app for the first time - Check backup status regularly in the app's backup screen to ensure everything is syncing correctly - On Android, consider using the PixelUnion app for the best experience with PixelUnion servers - Keep the app updated to access the latest features and improvements ## Is the app available on F-Droid? We're working on making our Android app available on F-Droid. In the meantime, the official open-source Immich client is 100% compatible with your PixelUnion account and is available on F-Droid. ## Troubleshooting: photos visible in the app but not on other devices or web If your photos are visible in the app on your iPhone but don't appear on the web interface or other devices, they are most likely stored **only on your phone** and haven't been uploaded to your PixelUnion server yet. The app shows your device's local photo library by default. Photos only become available on other devices after they have been uploaded via the automatic backup feature described above. **Quick checklist:** - Is **Automatic Backup** enabled under Settings → Backup? - Is your iPhone connected to **Wi-Fi**? (the app defaults to Wi-Fi-only uploads) - Is your phone **plugged in to charge**? (iOS restricts background activity on low battery) Check the backup progress under Settings → Backup. Once the upload completes, the photos will appear on the web interface and all your other devices. If you still see an error like "an error occurred while loading the photos" after backup completes, try refreshing the page or clearing your browser cache. If the problem persists, [contact support](/help/contact). -------------------------------------------------------------------------------- # Privacy & Security FAQ > Frequently asked questions about privacy and security Source: https://pixelunion.eu/help/other/privacy-security-faq/ Common questions about how PixelUnion protects your data and ensures your privacy. ## How do you ensure my data is private? Your data finds its cozy home in Germany, where it's protected by some of the strongest privacy laws in the world. We use encryption both at rest and in transit. For a detailed look at how we protect your data, including encryption, access controls, and our defenses against bad actors, check out our [How We Keep Your Data Safe](/help/other/data-security/) guide. Also check out our [privacy policy](/legal/privacy-policy) which explains in more detail how we handle your data. We tried to keep it as simple as possible so you don't have to be a lawyer to understand it. ## How do we keep your photos and videos safe? Our main storage server is in Germany, and we keep a backup in Finland. So if, by some tiny chance, the storage box in Germany explodes (hey, you never know), we've got your back. It might take a little time to transfer everything from Finland, it's pretty far from Alkmaar, after all, but your data will be safe and sound. ## What if PixelUnion goes bankrupt, do my photos vanish into the void? Nope! Even if we ever close up shop (don't worry, we like it here), you'll get plenty of notice, so you can move your photos to another service. ## Does PixelUnion offer end-to-end encryption (E2EE)? No. We use strong server-side encryption at rest and in transit, but we don't offer end-to-end encryption where only you hold the decryption keys. For a full explanation of how we protect your data, see our [How We Keep Your Data Safe](/help/other/data-security/) guide. If E2EE is a hard requirement for you, you may want to consider an alternative service that specializes in that approach. -------------------------------------------------------------------------------- # Albums > Organize your photos into albums Source: https://pixelunion.eu/help/immich/albums/ Albums help you organize your photos and videos into collections. ## Creating an album 1. Go to the Albums section 2. Click "Create album" 3. Give your album a name 4. Add photos by selecting them or dragging ## Sharing albums You can share albums with others: 1. Open an album 2. Click the share icon 3. Choose to share with: - Other PixelUnion users - A public link ## Smart albums PixelUnion can automatically organize photos based on: - **Faces**: people recognized in your photos - **Places**: locations where photos were taken - **Dates**: a timeline view of your memories ## Tips - Use descriptive album names for easy searching - Add photos to multiple albums without duplicating them - Set cover photos to personalize album thumbnails -------------------------------------------------------------------------------- # How we keep your data safe > Learn about the security measures we use to protect your photos and videos Source: https://pixelunion.eu/help/other/data-security/ At PixelUnion, protecting your memories is our top priority. We understand that your photos and videos are deeply personal, and we take that responsibility seriously. Here's a detailed look at the three layers of protection we use to keep your data safe and private. {{< toc >}} # Encryption ![Encryption diagram](/images/encryption.png) ## Encryption in flight: protecting data on the move Whenever your data travels across the internet, whether you're uploading new photos, viewing your library, or downloading memories, it's protected by **HTTPS encryption**. ### What is HTTPS? HTTPS (Hypertext Transfer Protocol Secure) creates a secure, encrypted tunnel between your device and our servers. Think of it as a private courier service for your data: even if someone intercepts the package, they can't peek inside. ### How it protects you - **All connections are encrypted**: Every single request between your browser, the mobile app, and our servers uses HTTPS. There are no exceptions. - **Protection from eavesdroppers**: Whether you're on your home Wi-Fi or a coffee shop network, your photos can't be intercepted or viewed by anyone in between. - **Verified identity**: HTTPS also confirms that you're actually talking to PixelUnion's servers, not an impostor. Our SSL certificates are issued by trusted certificate authorities and regularly renewed. You can always verify this yourself: look for the padlock icon in your browser's address bar when visiting PixelUnion. ## Encryption at rest: protecting stored data Once your photos and videos arrive safely on our servers, they don't sit there unprotected. All data is encrypted while stored on our disks. This is called **encryption at rest**. ### What does this mean? Encryption at rest means that all data stored on our servers is scrambled using strong encryption algorithms. Without the encryption keys, the data is completely unreadable. It looks like random noise. Think of it like a safe: the data on the disk is locked, and only someone with the right key can open it and read what's inside. ### How our encryption works We hold the encryption key, and it exists only in our cluster's active memory (RAM), never written to disk. Here's why this design is so secure: - **Key lives only in memory**: The decryption key is loaded into our servers' memory when we start our systems. It's never stored on the disks themselves. - **Power off = data locked**: If a server is turned off, rebooted, or physically removed from our data center, the key disappears from memory. At that point, the data on the disks becomes completely unreadable, nothing but encrypted noise. - **We control access**: Only we can inject the encryption key when starting our systems. Without this step, even we couldn't read the data. ### Physical separation: key and data live apart We take this security a step further: our encryption key and your data don't even live on the same servers. - **Separate compute and storage clusters**: Our infrastructure is split into two physically separate systems: a compute cluster (where your requests are processed and the encryption key lives in memory) and a storage cluster (where your encrypted data is stored). - **Two pieces of the puzzle**: To access your data, you need both the encrypted files *and* the decryption key. These are kept in different physical locations. - **Useless on its own**: If someone were to gain access to our storage cluster, whether by shutting it down, stealing drives, or any other means, they would only have meaningless encrypted data. Without the encryption key from the compute cluster, it's completely unreadable. This physical separation adds yet another layer of protection. Even in a worst-case scenario where our storage infrastructure were compromised, your photos and videos would remain locked and inaccessible. ### Our storage locations We operate two geographically separate storage clusters: - **Primary production cluster**: Hosted in Falkenstein, Germany. This is where your photos and videos are stored during normal operation. - **Backup cluster**: Located in Finland. This ensures your data survives even if something catastrophic happens to our primary location. Both clusters are fully encrypted, and critically, **neither cluster has access to its own encryption keys**. The keys live separately on our compute infrastructure. This means: - **Provider cannot read your data**: Even though they host our primary storage, they only see encrypted blocks. They have no way to decrypt or access your files. - **Our Finnish backup provider cannot read your backups**: The same applies to our backup cluster. Encrypted data, no keys. - **Physical seizure is useless**: If either storage cluster were physically seized, powered down, or moved, the data would be completely unreadable without the encryption keys, which aren't there. This geographic redundancy protects your data from disasters, while the encryption design ensures that no hosting provider, in Germany or Finland, can ever access your memories. ### Why this matters - **Protection from physical threats**: Even if someone gained physical access to our servers or storage drives, they couldn't read your data. - **Hosting provider can't access your files**: Our infrastructure providers only see encrypted data. They have no way to view, read, or make sense of your photos and videos. - **Defense in depth**: This adds another layer of protection on top of network security, so your data is safe both when moving and when sitting still. We use industry-standard encryption (AES-256) to protect your stored data. This is the same level of encryption used by banks, governments, and security-focused organizations worldwide. ## Strict access management: who can see what Technology alone isn't enough. We also have strict policies about who can access what within our organization. ### Limited personnel access Let's be transparent: in theory, as the operators of PixelUnion, we *could* access your data. We hold the encryption keys, after all. But in practice, we've built strong policies and technical controls that prevent this from happening. #### Role-based access control We use role-based access control (RBAC) to strictly limit what each team member can do: - **Developers don't have production access**: Our development team works in isolated environments. They never have access to production systems where your data lives. - **Least privilege principle**: Everyone at PixelUnion only has access to what they absolutely need to do their job, nothing more. This is a security best practice known as the "principle of least privilege." - **Tiered access levels**: Different roles have different permissions. Most team members have no way to reach customer data, even if they wanted to. #### Production environment access - **Senior personnel only**: Only our most senior team members have access to production environments, and this is strictly for infrastructure maintenance and critical support operations. - **No customer data access**: Even with production access, our systems are designed so that team members cannot browse, view, or access customer photos and videos. Production access is about keeping the service running, not looking at your memories. - **No casual browsing**: We never look at customer accounts or photos. Your memories are yours, and we respect that boundary completely. ## Defending against bad actors So far, we've discussed how we protect your data from internal access. But there's another side to IT security: protecting against external threats like hackers, cybercriminals, and other bad actors who might try to break in. We follow industry best practices to defend against these threats. ### Network separation and firewalls Our infrastructure isn't one big open network. We use strict network separation to isolate different parts of our system: - **Firewalled environments**: Each environment (development, staging, production) is strictly firewalled from the others. Traffic can only flow through specific, approved channels. - **Network segmentation**: Even within production, different services are isolated from each other. A breach in one area can't easily spread to another. - **Minimal exposure**: Only the services that absolutely need to communicate with each other can do so. Everything else is blocked by default. This means that even if an attacker somehow gained access to one part of our system, they would hit walls everywhere they tried to go. ### Web application firewall Before any request even reaches our servers, it passes through a **Web Application Firewall (WAF)**. Think of it as a security guard at the front door, checking everyone who tries to enter. - **Blocks malicious traffic**: The WAF automatically detects and blocks common attack patterns, things like SQL injection, cross-site scripting (XSS), and other techniques hackers use to exploit websites. - **Rate limiting**: If someone tries to flood our servers with requests (a denial-of-service attack), the WAF throttles or blocks them before they can cause problems. - **Constantly updated**: Our WAF rules are regularly updated to protect against newly discovered attack methods. This means many attacks are stopped before they even reach our application. Bad actors are turned away at the door. ### Responsible disclosure: working with security researchers We believe in working *with* the security community, not against it. That's why we have a **responsible disclosure policy** for white hat hackers and security researchers. If someone discovers a vulnerability in our systems, we want to know about it so we can fix it, and we want to make it easy and safe for them to report it. - **Clear reporting process**: Security researchers can report vulnerabilities to us through official channels. - **No legal threats**: We won't pursue legal action against researchers who report issues in good faith and follow our disclosure guidelines. - **Recognition**: We appreciate the work of security researchers and acknowledge those who help us improve. This collaborative approach helps us find and fix potential issues before bad actors can exploit them. Read our full [Responsible Disclosure Policy](/legal/responsible-disclosure/) for more details. ### Protection against social engineering **What is social engineering?** It's when attackers try to trick people, rather than computers, into giving up access. This might be a fake email pretending to be from IT support, a phone call from someone claiming to be a colleague, or a convincing message asking for login credentials. Social engineering attacks target human trust, not technical vulnerabilities. We have strict policies in place to prevent these attacks: - **Security awareness training**: Our team is trained to recognize phishing attempts, suspicious requests, and other manipulation tactics. - **Verification protocols**: We never share credentials or sensitive access based on an email or phone call. Requests for access go through formal, verified channels. - **Skepticism by default**: Our culture encourages questioning unusual requests, even if they appear to come from someone senior. ## Data backups We run regular backups of your Library. We store these backups in our encrypted cluster in Finland, kept separate from our primary storage in Germany. This means a second copy of your photos and videos survives even if something goes wrong at our primary location. ### If you need data restored If you lose photos or run into a problem with your Library, contact our support team through the [support page](/support/). Tell us what happened, and we'll look into what it takes to put things right. If the problem came from an action on your account, such as deleting photos by mistake, we'll do our best to restore them from a backup, though we can't guarantee a full recovery. This takes hands-on work to resolve your individual case, so we may charge a fee for the time we spend. ## Our promise to you We built PixelUnion because we believe you deserve a photo storage service that truly respects your privacy. Unlike big tech companies, we don't scan your photos for advertising purposes, we don't train AI models on your memories, and we don't share your data with third parties. Your photos are encrypted, protected, and private. That's not only a feature. It's our founding principle. ## Questions? Have questions about our security practices? We're always happy to explain in more detail. Reach out to us via the [support page](/support/), and we'll get back to you as soon as possible. -------------------------------------------------------------------------------- # Pricing & Features FAQ > Frequently asked questions about pricing and features Source: https://pixelunion.eu/help/other/pricing-features-faq/ Common questions about PixelUnion pricing, storage plans, and feature usage. ## Is your platform free to use? Yes, we offer a free forever plan with 16GB of photo storage, 1GB more than Google Photos! While it may seem like a small difference, we take pride in providing that extra space for your memories. And it's funny. When you're ready to upgrade to a larger plan, we'll be here to help you seamlessly transition to a premium option that fits your needs. ## How can I upload a large number of photos quickly? If you have a lot of photos to upload, the easiest and fastest way is to use the **Immich CLI (Command-Line Interface)**. The CLI allows you to upload entire folders of photos directly from your computer, making it perfect for bulk uploads. To get started, you'll need to install the Immich CLI and log in using your API key. We've written a detailed guide on how to do this in our blog post: [Using the Immich API and CLI](/blog/immich-api/). Here's a quick overview of the steps: 1. **Install the Immich CLI**: Use Node.js and NPM to install the CLI on your computer. 2. **Get Your API Key**: Log in to your Immich account, go to **Account Settings**, and create an API key. 3. **Log In to the CLI**: Use the API key and your server URL to log in via the CLI. 4. **Upload Your Photos**: Use the `immich-cli upload` command to upload your photos. You can even upload entire folders and subfolders with the `--recursive` option. For more detailed instructions, check out our blog post: [Using the Immich API and CLI](/blog/immich-api/). The Immich CLI is a powerful tool that saves you time and effort when managing large photo collections. Give it a try! ## How can I export or take out all my photos and data? Currently, we do not offer a built-in takeout or export function like you may know from Google. However, you can use the open-source tool [immich-go](https://github.com/simulot/immich-go) to export your entire PixelUnion (or any Immich-based) installation to your local disk. When you use this tool, you will also receive extra JSON files containing the "sidecar" or metadata for your photos, stored alongside the original files you uploaded. For more details and instructions, please visit the [immich-go GitHub page](https://github.com/simulot/immich-go). ## How does PixelUnion's pricing compare to Google photos? We aim to be as competitive as possible. Google offers 100 GB for €2/month, we offer 150 GB for €3/month. At larger storage tiers it becomes harder to match Google's scale, but we're growing fast. So we will get there eventually. ## Do you offer lifetime pricing? No, we offer monthly and annual subscriptions. We're not planning to introduce lifetime pricing. ## Are there plans to add general file storage (like Google drive)? Not currently. We're focused on being the best possible home for photos and videos. General file and document storage is something we've thought about for the future, but there's no concrete plan only dreams. -------------------------------------------------------------------------------- # Reset Your Password > Learn how to reset your PixelUnion account password Source: https://pixelunion.eu/help/account/reset-password/ Forgot your password? No problem! Follow these steps to reset your PixelUnion account password. ## Reset your password If you're already logged in and want to change your password: 1. Go to the [PixelUnion Account Portal](https://login.pixelunion.eu/realms/pixelunion/account/) 2. Log in with your current credentials 3. Navigate to **Account Security** → **Signing In** 4. Click **Update Password** 5. Enter your current password and your new password 6. Click **Save** to confirm the change ## Didn't receive the reset email? If you didn't receive the password reset email: - Check your spam/junk folder - Make sure you entered the correct email address - Wait a few minutes and try again - Contact [support](/support/) if you continue to have issues ## Need more help? If you're still having trouble resetting your password, please [contact our support team](/support/). -------------------------------------------------------------------------------- # Enable Two-Factor Authentication > Secure your account with two-factor authentication (2FA) Source: https://pixelunion.eu/help/account/two-factor-authentication/ Two-factor authentication adds an extra layer of security to your PixelUnion account. Even if someone knows your password, they won't be able to access your account without the second factor. ## What is Two-Factor authentication? Two-factor authentication (2FA) requires two things to log in: 1. **Something you know**, your password 2. **Something you have**, a code from an authenticator app on your phone ## How to enable 2FA Follow these steps to enable two-factor authentication: ### Step 1: access account security 1. Go to the [PixelUnion Account Security page](https://login.pixelunion.eu/realms/pixelunion/account/account-security/signing-in) 2. Log in with your username and password ### Step 2: set up authenticator app 1. In the **Signing In** section, find **Two-Factor Authentication** or **Authenticator Application** 2. Click **Set up Authenticator Application** 3. You'll see a QR code on your screen ### Step 3: scan the QR code 1. Open your authenticator app on your phone (see recommended apps below) 2. Tap the **+** or **Add Account** button 3. Select **Scan QR Code** 4. Point your phone's camera at the QR code on your screen ### Step 4: verify and save 1. Enter the 6-digit code shown in your authenticator app 2. Click **Verify** or **Save** 3. Two-factor authentication is now enabled! ## Recommended authenticator apps You can use any TOTP-compatible authenticator app: - **Aegis Authenticator** (Android) - Open source, free - **2FAS** (iOS/Android) - Open source, free - **Google Authenticator** (iOS/Android) - Free - **Microsoft Authenticator** (iOS/Android) - Free - **Authy** (iOS/Android) - Free We recommend open-source options like **Aegis** or **2FAS** for better privacy. ## Backup codes After enabling 2FA, make sure to save your backup codes: 1. Go to **Account Security** → **Signing In** 2. Look for **Backup Codes** or **Recovery Codes** 3. Download or write down these codes 4. Store them in a safe place ⚠️ **Important**: Backup codes can be used to access your account if you lose your phone. Keep them secure! ## Logging in with 2FA Once 2FA is enabled: 1. Enter your username and password as usual 2. Open your authenticator app 3. Enter the 6-digit code shown in the app 4. Click **Verify** to complete login ## Disabling 2FA If you need to disable two-factor authentication: 1. Go to [Account Security](https://login.pixelunion.eu/realms/pixelunion/account/account-security/signing-in) 2. Find the **Two-Factor Authentication** section 3. Click **Remove** or **Disable** 4. Confirm your choice ## Lost your phone? If you've lost access to your authenticator app: 1. Use one of your backup codes to log in 2. Go to Account Security and set up a new authenticator 3. If you don't have backup codes, [contact support](/support/) ## Need help? Having trouble setting up 2FA? [Contact our support team](/support/) for assistance. -------------------------------------------------------------------------------- # Migrate from Google Photos > Transfer your Google Photos library to PixelUnion with Google Takeout and the in-browser migration tool Source: https://pixelunion.eu/help/migrating/migrate-google-photos/ ![PixelUnion](/images/launch-pixelunion.png) ### Transfer all your photos and videos from Google photos to PixelUnion Ready to bring all your memories from Google Photos to PixelUnion? It’s easier than you think! With our **friendly in‑browser migration tool**, built right into your PixelUnion environment, you can seamlessly transfer your entire photo and video library, no technical skills required and no extra apps to install. Our servers handle everything for you, and because we use [immich-go](https://github.com/simulot/immich-go), your important details like dates and albums come along for the ride. Getting started is simple: (1) export your Google Photos library with Google Takeout, (2) open Google Photos migration from **Utilities** in your PixelUnion environment, (3) upload your Takeout zip(s) and start the migration, and (4) sit back while our servers do the work to bring your photos and videos home! {{< expandable title="Why is this process a bit involved?" >}} We understand that this migration process is more complicated and time-consuming than most people would expect. Unfortunately, Google, despite being a multi-billion dollar company, has designed their platform in a way that makes exporting your photos and videos more frustrating than it needs to be. There isn’t a simple one-click option to move your data elsewhere. Instead, you’re required to use their Takeout service, download large files, and manage manual transfers. This approach is not exclusive to Google; many large tech companies make leaving their platform or moving data to another service deliberately challenging, often to keep users locked in. If Google truly wanted to make it easy for you to migrate your content, they could provide straightforward tools or direct integrations, but they don't. As a result, we've done our best to make the PixelUnion import flow as smooth as possible using the available Google Takeout exports, so you can take control of your data and bring your memories over with minimal headaches. {{< /expandable >}} {{< tip >}} This migration tool is currently in open beta. We welcome your feedback and suggestions, let us know how your experience goes! {{< /tip >}} --- ## Step 1: export your photos with Google Takeout 1. Go to **[Google Takeout](https://takeout.google.com)**. 2. Click **Deselect all**, then scroll down and check only **Google Photos**. 3. Click **Next step**. 4. Choose: - Export frequency: **One-time export** - File type: **.zip** - File size: **10 GB**, this is the current maximum supported by our migration tool. 5. Click **Create export**. Google will start zipping all your files, this may take hours for large libraries. You will receive an email with a download link once the process is finished. 6. Download the `.zip` file(s) from the link in the email. {{< tip>}} You do not need to unzip the files, the migration tool uses the Takeout zip(s) directly. {{< /tip >}} --- ## Step 2: open Google photos migration 1. Log in to your **PixelUnion** environment (your server address, e.g. `yourname.pixelunion.eu`). 2. Open **Utilities** in the sidebar. 3. Click **Google Photos migration**, then **Create migration**. {{< tip>}} The migration tool runs inside your PixelUnion environment, so there is no separate portal to log in to. An API key is created automatically for the migration and removed again when you finish or delete it. {{< /tip >}} --- ## Step 3: upload your Takeout files and start the migration 1. On the **Google Photos migration** page, upload your Google Takeout `.zip` file(s). If Google split your export into multiple zip files, select and upload them all at once, there is no need to add them one by one. 2. Adjust any options if needed, then **start the migration**. {{< tip >}} You can select all your Takeout zip files at once in the file picker and upload them together in a single batch. There is no need to upload them one file at a time. {{< /tip >}} {{< tip title="Important" >}} During the upload, keep your browser open and your computer on. If you close the tab or put your computer to sleep, the upload will stop. {{< /tip >}} The page will show the status (queued, running, completed). When the migration has completed, you can **Finish migration** to remove the uploaded data and API key from our servers. You can also **Reset** the migration if you want to run it again, this lets you retry without having to re-upload all the zip files. --- ## Step 4: be patient while the migration finishes We run the migration in the background on our servers. This may take a long time, hours if your migration is large. You will see your photos and videos start to appear in your PixelUnion environment as the import progresses. In the background, jobs are also creating thumbnails, running facial recognition, and processing metadata. All of this continues after the migration status shows completed. Please allow some time for everything to finish before expecting full functionality (e.g. search, thumbnails everywhere). --- ## Using immich-go directly (CLI) If you are comfortable with a terminal and the command line, you can use the [immich-go](https://github.com/simulot/immich-go) CLI tool directly on your own computer, without the in-browser migration tool. This skips the upload to our servers, immich-go reads your Google Takeout export locally and sends photos and videos straight to your PixelUnion Immich instance. You need to download and run immich-go yourself, configure it with your API key and Immich URL, and point it at your exported Takeout directory. See the immich-go documentation for setup and usage instructions. For the CLI you create the API key yourself: log in to your PixelUnion environment, open your **profile** (top right) → **Account settings** → **API Key**, click **New API key**, give it a name (e.g. "Google Photos migration"), and copy the key. The quickest option is to grant **all permissions** to the key. If you prefer to limit the key, use only these permissions (do not translate these names): {{< expandable title="Permissions: limit the key to specific permissions (optional)" >}} These permission are required: `asset.read`, `asset.statistics`, `asset.update`, `asset.upload`, `asset.copy`, `asset.replace`, `asset.delete`, `asset.download`, `album.create`, `album.read`, `albumAsset.create`, `server.about`, `stack.create`, `tag.asset`, `tag.create`, `user.read`, `server.storage`. {{< /expandable >}} --- ## Need help? If something goes wrong, try: - **Smaller batches**, If uploading all files at once causes problems, try uploading a smaller number of zip files at a time. - **Reset and retry**, If a migration fails, use **Reset** on the Google Photos migration page and start it again without re-uploading. - **Correct URL**, Your PixelUnion server URL ends with `.pixelunion.eu`. When contacting support, please include: 1. A **screenshot** of the error or the migration page. 2. Your **migration ID** or any error message shown on the Google Photos migration page. 3. A short description of what you did and what went wrong. You can reach our support team via the [Contact Us](/support/) page. We will get back to you as soon as we can. -------------------------------------------------------------------------------- # Migrate from iCloud Photos > Export from iCloud Photos and import your library into PixelUnion, with Immich Go as an option for dates and albums Source: https://pixelunion.eu/help/migrating/migrate-icloud/ ### Transfer all your photos and videos from iCloud photos to PixelUnion Want to switch from iCloud Photos to PixelUnion? Good news: it's very easy to bring your entire photo and video archive with you. On this page, we'll explain step by step how to export all your media from iCloud Photos and import it into PixelUnion. There are two ways to do this: - **[Method 1, Quick and easy](#method-1-simple-import)**: This method is easier, but you risk that some dates and album structures may not be transferred perfectly. - **[Method 2, A bit more technical, but more accurate](#method-2-import-with-dates-and-albums-recommended)**: This approach requires a few more steps, but it preserves dates and albums. We'll explain exactly how it works. --- ## Method 1: simple import ### Step 1: export your photos from iCloud photos 1. Go to **[iCloud.com](https://www.icloud.com/)** and sign in with your Apple ID. 2. Click on **Photos**. 3. Select the photos and videos you want to export: - To select all photos: Press `Ctrl+A` (Windows) or `Cmd+A` (Mac), or click the **Select** button and choose **Select All**. - To select specific photos: Click individual photos while holding `Ctrl` (Windows) or `Cmd` (Mac). 4. Click the **Download** button (cloud icon with arrow pointing down). 5. Wait for the download to complete. Your photos will be downloaded as a `.zip` file. 🔔 **Note: If you have a large photo library, you may need to download in smaller batches. The export may take some time, depending on the number of photos.** ### Step 2: prepare your photos for PixelUnion - Unzip the downloaded `.zip` file(s) on your computer. - Your photos will be in the extracted folder, typically organized by date or album. ### Step 3: upload to PixelUnion - Go to your **PixelUnion domain** in your browser. Your domain is your server address, which always ends in `.pixelunion.eu`. - Log in and click **Upload**. - Select the photos or folders you want. --- ## Method 2: import with dates and albums (recommended) This method uses **Immich Go** to upload your iCloud export while keeping metadata like album names and photo dates. **Immich Go** is a tool that lets you easily import photos and videos from iCloud into PixelUnion, keeping important metadata like original dates and album names. This way, your photos stay organized and your memories appear in the right place and order in PixelUnion. Here's how to use this tool: ### Step 1: export your photos from iCloud photos 1. Go to **[iCloud.com](https://www.icloud.com/)** and sign in with your Apple ID. 2. Click on **Photos**. 3. Select the photos and videos you want to export: - To select all photos: Press `Ctrl+A` (Windows) or `Cmd+A` (Mac), or click the **Select** button and choose **Select All**. - To select specific photos: Click individual photos while holding `Ctrl` (Windows) or `Cmd` (Mac). 4. Click the **Download** button (cloud icon with arrow pointing down). 5. Wait for the download to complete. Your photos will be downloaded as a `.zip` file. 6. Unzip the downloaded file(s) on your computer. You don't need to organize them further, Immich Go will handle the structure. 🔔 **Note: For very large libraries, you may need to export in multiple batches. Immich Go can process the unzipped folders directly.** ### Step 2: download and set up Immich go Immich Go isn't a program with a normal installer. It's a standalone file you put on your computer and can use directly, without installation. In this step, we'll set it up. 1. Go to the **[Immich Go releases page](https://github.com/simulot/immich-go/releases/latest)**. 2. Download the right version for your operating system (Windows, Mac, or Linux). Choose the file that matches your computer: - For **Windows**, choose the `.exe` file - For **Mac**, choose the file with `darwin` in the name - For **Linux**, choose the file with `linux` in the name 3. Unzip the `.zip` file. 4. Put the `immich-go` file (or `immich-go.exe` on Windows) in a new folder. 5. Add your unzipped iCloud export folder(s) to that same folder, or note the path to where you unzipped them. ### Step 3: connect your domain and API key 1. Go to your **PixelUnion domain**. 2. Click your profile at the top right and choose **Account settings**. 3. Go to **API Key**. 4. Click **New API key**, give it a name, and copy the generated key. ### Step 4: run a command in the terminal 1. Open a terminal in the folder where immich-go is located. - **Windows**: right-click the folder → "Open in terminal" or "Open in PowerShell" - **macOS:** Open the **Terminal** app (find it via Spotlight or in Applications > Utilities). Type `cd ` followed by a space, drag the folder with `immich-go` into the terminal window, and press Enter. 2. Paste the following command in the terminal, replacing the server, API key, and folder path with your own values: - **Windows** (if your iCloud export is in the same folder): ``` ./immich-go.exe --server=https://.pixelunion.eu/ --api-key=APIKEY --pause-immich-jobs=false --manage-heic-jpeg=StackCoverJPG upload from-icloud . ``` - **Windows** (if your iCloud export is in a different folder): ``` ./immich-go.exe --server=https://.pixelunion.eu/ --api-key=APIKEY --pause-immich-jobs=false --manage-heic-jpeg=StackCoverJPG upload from-icloud "C:\path\to\your\icloud\export" ``` - **macOS** (if your iCloud export is in the same folder): ``` ./immich-go --server=https://.pixelunion.eu/ --api-key=APIKEY --pause-immich-jobs=false --manage-heic-jpeg=StackCoverJPG upload from-icloud . ``` - **macOS** (if your iCloud export is in a different folder): ``` ./immich-go --server=https://.pixelunion.eu/ --api-key=APIKEY --pause-immich-jobs=false --manage-heic-jpeg=StackCoverJPG upload from-icloud "/path/to/your/icloud/export" ``` 3. The tool will automatically upload all your photos, with albums and dates, to PixelUnion. **Optional: Include iCloud Memories as albums** If you want to import iCloud Memories as albums in PixelUnion, add the `--memories` flag to your command: - **Windows**: ``` ./immich-go.exe --server=https://.pixelunion.eu/ --api-key=APIKEY --pause-immich-jobs=false --manage-heic-jpeg=StackCoverJPG --memories upload from-icloud . ``` - **macOS**: ``` ./immich-go --server=https://.pixelunion.eu/ --api-key=APIKEY --pause-immich-jobs=false --manage-heic-jpeg=StackCoverJPG --memories upload from-icloud . ``` --- ## Need help? If you encounter problems, this often solves the issue: - **Work in smaller batches** For very large iCloud libraries, export and upload in smaller batches. For example, export photos from one year at a time, or select specific albums to export. - **Check if everything is in the correct location** Make sure `immich-go` (or `immich-go.exe`) is in a folder you can access, and that your terminal is opened **in that folder**. If your iCloud export is in a different location, use the full path in the command. - **Check your command carefully** Note: - Your server URL is your PixelUnion domain and ends with `.pixelunion.eu` - Use `--server=https://.pixelunion.eu` (without extra spaces/typos) - Use the correct `--api-key` (copied from Account settings → API Key) and ensure there is no space between = and the API Key. - The `--manage-heic-jpeg=StackCoverJPG` option helps organize HEIC and JPEG versions of the same photo - **Use the correct file on Windows** On Windows, you usually use `./immich-go.exe` (not `./immich-go`). - **HEIC file handling** iCloud Photos often stores photos in HEIC format. The `--manage-heic-jpeg=StackCoverJPG` option ensures that if you have both HEIC and JPEG versions of the same photo, they are properly organized (stacked together with the JPEG as the cover image). If you still encounter problems during the migration process, we are here for you! When contacting our support team, please include the following: 1. **A screenshot** of the error message or problem you are encountering 2. **The logs from immich-go** - Immich Go automatically creates a log file at the start of each run in the same folder where you executed the command. The log file is named `immich-go YYYY-MM-DD HH-MM-SS.log` (e.g. `immich-go 2024-01-15 14-30-45.log`). Look for files with this name pattern in that folder. If you can't find a log file, you can also copy the output from your terminal window where you ran the immich-go command. 3. **Command** that you entered in the terminal (replace your API Key for security.) You can reach our support team via the [Contact Us](/support/) page. We will contact you as soon as possible to resolve any issues. -------------------------------------------------------------------------------- # Reporting Abuse > How to report harmful, unlawful, or policy-violating content on PixelUnion Source: https://pixelunion.eu/help/other/reporting-abuse/ **We're here to help.** If you've seen something on PixelUnion that doesn't feel right, content that's harmful, unlawful, or just against our rules, you can report it. We take every report seriously, and we want to keep our platform safe and respectful for everyone. You're not alone in this; we'll review what you send and take action when needed. {{< toc >}} ## What you can report Our [Acceptable Use Policy](/legal/uap) and [Terms of Service](/legal/terms-of-service) describe what isn't allowed. In short, you can report things like: - **Illegal or harmful content**, Content that is unlawful, harms others, or violates someone’s rights. - **Prohibited content**, Offensive, hateful, or otherwise harmful to the community. - **Adult content shared publicly**, Sexually explicit or pornographic content is only allowed in private; public sharing is not permitted. - **Gore and graphic violence**, Content that depicts extreme violence, injury, or death, or is meant to shock or disturb. - **Privacy violations**, Photos of people uploaded or shared without their consent, or misuse of facial recognition or other AI features. - **Account or service abuse**, Hacking attempts, credential sharing, spamming, phishing, or overloading or misusing the service. Not sure if something counts? You can still report it, we'd rather hear from you and check than have something slip through. No report is too small if it's bothering you. ## How to report 1. **Use our Legal Contact form** Head to our [Legal Contact](/legal/contact) page and fill in the form with your report. It goes straight to our team. 2. **Include whatever details you have** The more context we have, the faster we can look into it. Helpful things to mention: - What you're reporting (e.g. type of content or behaviour). - Where you saw it (e.g. link, album, or description of the location). - Any other context that helps (e.g. timestamps, usernames if visible and relevant). We handle everything you send in line with our [Privacy Policy](/legal/privacy-policy). Your report is in good hands. ## What we do with reports We read every report and decide what to do, that might mean removing content, warning the person involved, or in serious cases suspending or ending an account. In some situations we also work with law enforcement, as set out in our [Terms of Service](/legal/terms-of-service). We can't always tell you the outcome of a specific report (for privacy and security reasons), but your report does make a difference. It helps us keep PixelUnion safe for everyone, and we're grateful you took the time to speak up. ## Law enforcement and authorities If you are a law enforcement authority or other authorised body and need to contact us about unlawful content or other legal matters, please email **support@pixelunion.eu**. We will review your request and respond in accordance with applicable Dutch and European law. -------------------------------------------------------------------------------- # Sustainability at PixelUnion 🌱 > Learn about our commitment to environmental responsibility and renewable energy Source: https://pixelunion.eu/help/other/sustainability/ At PixelUnion, we believe in building technology that not only respects your privacy but also protects our planet. Sustainability is a core value of our company, and we take concrete steps to minimize our environmental impact while delivering a high-quality, privacy-focused service. ## 100% renewable energy All our servers and storage infrastructure are hosted in data centers that run exclusively on **100% renewable energy sources**. This ensures that PixelUnion operates efficiently, responsibly, and resiliently while keeping our carbon footprint as low as possible. Our primary production cluster is hosted in Falkenstein, Germany, and our backup cluster is located in Finland. Both facilities are powered entirely by renewable energy, ensuring that every photo you store, every video you upload, and every moment you access your memories is backed by clean, sustainable power. ## Why this matters to us As a European company, we recognize our responsibility to contribute to a sustainable future. Climate change is one of the greatest challenges of our time, and the technology sector has a significant role to play in reducing global carbon emissions. ### Our commitment to the environment - **Reducing carbon footprint**: By choosing renewable energy for our infrastructure, we ensure that our operations don't contribute to greenhouse gas emissions from electricity generation. - **Supporting the energy transition**: We actively support the shift toward renewable energy by partnering with data center providers that prioritize sustainability. - **Leading by example**: We believe that privacy-focused technology and environmental responsibility go hand in hand. You shouldn't have to choose between protecting your data and protecting the planet. ### Privacy and sustainability: a shared vision At PixelUnion, we see a clear connection between our commitment to privacy and our commitment to sustainability: - **Long-term thinking**: Just as we design our systems to protect your data for years to come, we also consider the long-term impact of our operations on the environment. - **European values**: As a company based in the Netherlands and serving European customers, we align with European values of environmental stewardship and sustainable development. - **Responsible technology**: We believe technology should serve people and the planet, not exploit them. This means respecting both your privacy and the environment. ## Our infrastructure approach Beyond renewable energy, we design our infrastructure with efficiency in mind: - **Optimized resource usage**: We continuously optimize our systems to use resources efficiently, reducing unnecessary energy consumption. - **Geographic efficiency**: Our data centers in Germany and Finland are strategically located to serve European customers with minimal latency while leveraging Europe's renewable energy infrastructure. - **Minimal waste**: By using end-to-end encryption and efficient storage systems, we minimize the computational overhead required to protect and serve your data. ## Looking forward We are committed to continuously improving our sustainability efforts. As we grow, we will: - Monitor and reduce our environmental impact - Explore additional ways to make our services more eco-friendly - Maintain transparency about our sustainability practices - Support initiatives that align with our environmental values ## Your impact By choosing PixelUnion, you're not just protecting your memories with a privacy-first service, you're also choosing a platform that operates on 100% renewable energy. Every photo you store, every album you create, and every moment you preserve is backed by clean, sustainable infrastructure. Together, we can build a future where technology respects both your privacy and our planet. ## Questions? Have questions about our sustainability practices? We're always happy to explain in more detail. Reach out to us via the [support page](/support/), and we'll get back to you as soon as possible. -------------------------------------------------------------------------------- # Tags > Browse and organize your photos using tags Source: https://pixelunion.eu/help/immich/tags/ Tags let you browse and organize your photos using metadata tags that were embedded in your files when you uploaded them. ## Enabling tags Tag support is not enabled by default. To turn it on: 1. Log in to your PixelUnion instance 2. Click your profile icon in the top right corner 3. Go to **Account Settings** 4. Open the **Features** tab 5. Find **Tags** and enable it Once enabled, tags imported from your photo metadata will appear in the info panel and you can browse your library by tag. ## Browsing by tag After enabling tags, you can find your tagged photos by: 1. Opening the side navigation 2. Selecting **Tags** 3. Clicking any tag to view all photos with that tag ## Adding tags manually You can add tags to any individual photo: 1. Open a photo 2. Click the **info icon** (the circled "i") to open the info panel 3. Find the **Tags** field and type to add a tag ## Imported tags When you upload photos that already contain tags in their metadata (XMP, EXIF, or IPTC), PixelUnion will read and import those tags automatically. They will be visible in the info panel on the photo detail view. If your imported tags are not showing up after enabling the feature, try re-syncing your library or re-uploading the affected photos. ## Tips - Enabling tags applies to all photos in your library, including previously uploaded ones - Use tags together with albums and faces for a fully organized library -------------------------------------------------------------------------------- # Download All Photos and Videos > Download your entire PixelUnion library to your computer with immich-archiver or Immich Go Source: https://pixelunion.eu/help/immich/download-photos-videos/ You can download your entire PixelUnion photo and video library to your own computer. This is useful when you want to: - Keep a local copy of your media alongside your PixelUnion library - Download your data before deleting your account - Transfer your library to another service - Keep an offline copy of your memories There are two tools for this: - **immich-archiver** is built and maintained by PixelUnion. Use this for a straightforward copy of your whole library. It is the one we recommend. - **Immich Go** is a community tool with more filtering options, such as downloading only specific albums, tags, or date ranges. It is currently affected by a bug, described further down. Both tools need an API key, so start there. ## Step 1: get your API key 1. Log in to your PixelUnion domain (e.g., `https://yourname.pixelunion.eu`) 2. Click on your profile icon in the top right corner 3. Select **Account Settings** 4. Navigate to **API Keys** 5. Click **New API Key** 6. Give it a descriptive name (e.g., "Download Tool") 7. **Copy the generated API key** - you'll need it in the next step ⚠️ **Important**: Keep your API key secure and don't share it with anyone. You can revoke it later if needed. ## immich-archiver (recommended) immich-archiver copies every photo and video in your timeline into dated folders on your disk, and writes a `.json` file next to each one containing all the metadata we hold for it: capture date, camera, GPS location, album membership, faces, and ratings. Your files end up looking like this: ``` PixelUnion-Backup/2005/2005-06/IMG_0001.jpg PixelUnion-Backup/2005/2005-06/IMG_0001.jpg.json ``` Run it again later and it only downloads what is new, so keeping your copy up to date is quick. ### Step 2: download immich-archiver 1. Go to the [immich-archiver releases page](https://github.com/pixelunioneu/immich-archiver/releases/latest) 2. Download the file for your system: - **Windows**: `immich-archiver_..._windows_amd64.exe` - **macOS (Apple Silicon)**: `immich-archiver_..._darwin_arm64` - **macOS (Intel)**: `immich-archiver_..._darwin_amd64` - **Linux**: `immich-archiver_..._linux_amd64` (or `linux_arm64` on a Raspberry Pi or similar) 3. Move the downloaded file into the folder where you want your backup 4. Rename it to `immich-archiver` (on Windows, `immich-archiver.exe`). The downloaded name includes the version number, and renaming keeps the commands below the same when you update later. The macOS builds are signed and notarized with Apple, so they run without a security warning. On macOS and Linux you need to make the file executable once. Open a terminal in that folder and run: ``` chmod +x immich-archiver ``` ### Step 3: run it Open a terminal in the folder containing the file: - **Windows**: right-click the folder → "Open in terminal" - **macOS**: open the **Terminal** app, type `cd ` followed by a space, drag the folder into the window, and press Enter - **Linux**: open a terminal and navigate to the folder Then run the tool, replacing the placeholders with your own details: **Windows:** ``` .\immich-archiver.exe --url https://yourname.pixelunion.eu --api-key YOUR_API_KEY --dir .\PixelUnion-Backup ``` **macOS/Linux:** ``` ./immich-archiver --url https://yourname.pixelunion.eu --api-key YOUR_API_KEY --dir ./PixelUnion-Backup ``` Replace `yourname.pixelunion.eu` with your own domain and `YOUR_API_KEY` with the key from Step 1. To avoid typing your key every time, you can set them as environment variables instead: `IMMICH_URL`, `IMMICH_API_KEY`, and `IMMICH_DIR`. With those set, running `immich-archiver` on its own is enough. ### Useful options | Option | What it does | |---|---| | `--dry-run` | Show what would be downloaded without saving anything | | `--verbose` | Print a line for every file instead of a running total | | `--path-template "{year}/{month}/{day}"` | Change the folder structure. Default is `{year}/{year}-{month}` | | `--include-shared` | Also download albums other people shared with you, into a separate `shared-with-me` folder | | `--concurrency 8` | Download more files at once. Default is 4 | | `--retries 5` | Retry failed downloads more often. Default is 3 | Run the tool with `--help` to see everything it supports. ## Immich Go (for advanced filtering) Immich Go is a community-built command-line tool. It offers filters that immich-archiver does not have yet, such as limiting the download to particular albums, tags, or a date range.

Known bug in immich-go: broken filenames

There is a known bug in immich-go that affects the archive from-immich command. Exported files may receive incorrect numeric filenames (such as -1, -2) without file extensions, and album metadata may be missing from the export. A fix is currently in progress. You can follow the status on GitHub (PR #1272). We recommend using immich-archiver above, or waiting for an updated version of immich-go before using this command.

### Download Immich Go 1. Go to the [Immich Go releases page](https://github.com/simulot/immich-go/releases/latest) 2. Download the version for your operating system: - **Windows**: Download the `.exe` file - **macOS**: Download the file with `darwin` in the name - **Linux**: Download the file with `linux` in the name 3. Extract the downloaded `.zip` file 4. Place the `immich-go` executable in a folder where you want to download your photos ### Run the download command **Windows:** ``` ./immich-go.exe archive from-immich --from-server=https://yourname.pixelunion.eu/ --from-api-key=YOUR_API_KEY --write-to-folder=./PixelUnion-Backup ``` **macOS/Linux:** ``` ./immich-go archive from-immich --from-server=https://yourname.pixelunion.eu/ --from-api-key=YOUR_API_KEY --write-to-folder=./PixelUnion-Backup ``` Replace: - `yourname.pixelunion.eu` with your actual PixelUnion domain - `YOUR_API_KEY` with the API key you copied in Step 1 - `./PixelUnion-Backup` with the path where you want to save your photos **Note**: The `--write-to-folder` flag is required. ### Immich Go filtering options #### Download only photos (Skip videos) ``` ./immich-go archive from-immich --from-server=https://yourname.pixelunion.eu/ --from-api-key=YOUR_API_KEY --write-to-folder=./PixelUnion-Backup --from-include-type=IMAGE ``` #### Download only videos (Skip photos) ``` ./immich-go archive from-immich --from-server=https://yourname.pixelunion.eu/ --from-api-key=YOUR_API_KEY --write-to-folder=./PixelUnion-Backup --from-include-type=VIDEO ``` #### Download only favorite photos ``` ./immich-go archive from-immich --from-server=https://yourname.pixelunion.eu/ --from-api-key=YOUR_API_KEY --write-to-folder=./PixelUnion-Backup --from-favorite ``` #### Download photos from specific albums ``` ./immich-go archive from-immich --from-server=https://yourname.pixelunion.eu/ --from-api-key=YOUR_API_KEY --write-to-folder=./PixelUnion-Backup --from-albums="Album Name 1" --from-albums="Album Name 2" ``` #### Download photos with specific tags ``` ./immich-go archive from-immich --from-server=https://yourname.pixelunion.eu/ --from-api-key=YOUR_API_KEY --write-to-folder=./PixelUnion-Backup --from-tags="tag1" --from-tags="tag2" ``` #### Download photos from a date range ``` ./immich-go archive from-immich --from-server=https://yourname.pixelunion.eu/ --from-api-key=YOUR_API_KEY --write-to-folder=./PixelUnion-Backup --from-date-range="2024-01-01:2024-12-31" ``` ## Troubleshooting ### Connection issues - Make sure your PixelUnion domain is correct and includes `https://` - Verify your API key is correct and hasn't been revoked - Check your internet connection ### "Permission denied" on macOS or Linux - You need to make the file executable first: `chmod +x immich-archiver_*` ### Download interrupted - Both tools resume where they stopped if you run the command again - Files that are already downloaded won't be fetched a second time ### Large libraries - For very large libraries (thousands of files), the download may take several hours - Make sure your computer doesn't go to sleep during the download - Consider running the download overnight ## After downloading Once the download is complete: - Your photos and videos are in the folder you specified - Files keep their original names and dates - You can now back these files up elsewhere or transfer them It is worth checking your copy before you rely on it. Open the folder and confirm that a few photos actually open. ## Need help? If you run into problems: - For immich-archiver, see the [project page on GitHub](https://github.com/pixelunioneu/immich-archiver) - For Immich Go, see the [Immich Go documentation](https://github.com/simulot/immich-go) - [Contact our support team](/support/) for assistance -------------------------------------------------------------------------------- # Managing Your Storage > Learn how to check and manage your storage usage Source: https://pixelunion.eu/help/account/storage-usage/ Keep track of your photo and video storage to make the most of your PixelUnion plan. ## Checking your storage usage Your storage usage is displayed in the **bottom left corner** of your PixelUnion interface. You can see it at any time while logged into your account. The storage display shows: - **Used storage**, How much space your photos and videos are taking (e.g., "269.9 GiB of 1 TiB used") - **Total storage**, Your plan's storage limit - **Visual progress bar**, A visual representation of your storage consumption You can also view detailed storage information by: 1. Logging in to your PixelUnion domain (e.g., `yourname.pixelunion.eu`) 2. Clicking on your profile icon in the top right corner 3. Selecting **Account Settings** 4. Viewing the **Storage** section for more details ## Understanding storage limits Your storage limit depends on your PixelUnion plan. Check our [pricing page](/#pricing) for current plan details. Storage is calculated based on: - **Original photos**, Full resolution images - **Original videos**, Full quality video files - **RAW files**, Unprocessed camera files ## Tips for managing storage ### 1. remove duplicate photos PixelUnion can help identify duplicate photos: 1. Go to **Library** in the main menu 2. Look for the **Duplicates** section 3. Review and remove unwanted duplicates ### 2. delete unwanted photos Regularly review and delete photos you no longer need: 1. Select photos you want to remove 2. Click the **Delete** button (trash icon) 3. Photos move to the **Trash** 4. Empty the trash to permanently delete and free up space ### 3. check the trash Deleted photos remain in the Trash for 30 days before being permanently deleted. To free up space immediately: 1. Go to **Trash** in the sidebar 2. Click **Empty Trash** to permanently delete all items 3. Or select specific items and delete them permanently ### 4. review large files Videos typically use the most storage. Consider: - Removing duplicate video recordings - Deleting failed or unwanted video takes - Archiving old videos you rarely access ## Running low on storage? If you're approaching your storage limit: 1. **Clean up**, Use the tips above to free space 2. **Upgrade your plan**, You can upgrade your storage plan directly through our [billing portal](https://billing.stripe.com/p/login/14kaFHfe8aTHa2s5kk). Log in with your PixelUnion credentials to view available upgrade options and manage your subscription. 3. **Contact support**, We can help you find the best solution ## Need help? Having trouble managing your storage? [Contact our support team](/support/) for assistance. -------------------------------------------------------------------------------- # Pricing Plans > Overview of all PixelUnion subscription plans, prices, and included features Source: https://pixelunion.eu/help/account/pricing-plans/ PixelUnion offers three standard plans as well as custom plans for larger storage needs. All prices are in euros and include VAT. ## Plans and pricing | Plan | Storage | Monthly | Yearly | |------|---------|---------|--------| | Free | 16 GB | €0 | €0 | | Standard | 150 GB | €2.95 | €29.50 | | Pro | 1,000 GB (1 TB) | €9.95 | €99.50 | Paying yearly saves you the equivalent of about two months compared to monthly billing. ## Custom plans Need more than 1 TB? We offer custom plans ranging from 2 TB up to 20 TB. Please [contact us](https://pixelunion.eu/contact) for pricing and availability. ## What is included in every plan All plans, including the free tier, come with the full PixelUnion feature set: - No ads or tracking - Privacy-focused facial recognition - AI-powered object recognition - Encrypted storage - Photo and album sharing - Image search - User invitations (share your storage with family or friends) - Automatic duplicate detection ## Upgrading or changing your plan You can change your plan at any time through the billing portal. See [How do I upgrade or update my subscription?](/help/account/account-faq/#how-do-i-upgrade-or-update-my-subscription) for step-by-step instructions. Downgrading to a smaller plan is possible at any time too. If your environment holds more data than the smaller plan allows, uploads are disabled until your usage is back within the limit. See [Can I downgrade to a smaller plan?](/help/account/account-faq/#can-i-downgrade-to-a-smaller-plan) for details. -------------------------------------------------------------------------------- # Supported File Formats > A list of image and video formats supported by PixelUnion Source: https://pixelunion.eu/help/immich/supported-file-formats/ PixelUnion supports a wide range of image and video formats. Below is a comprehensive list of what you can upload to our platform. ## Image formats | Format | Extension(s) | Supported? | Notes | | :--- | :--- | :---: | :--- | | AVIF | `.avif` | ✅ | | | BMP | `.bmp` | ✅ | | | GIF | `.gif` | ✅ | | | HEIC | `.heic` | ✅ | | | HEIF | `.heif` | ✅ | | | JPEG 2000 | `.jp2` | ✅ | | | JPEG | `.jpeg`, `.jpg`, `.jpe`, `.insp` | ✅ | | | JPEG XL | `.jxl` | ✅ | | | PNG | `.png` | ✅ | | | PSD | `.psd` | ✅ | Adobe Photoshop | | RAW | `.raw` | ✅ | | | RW2 | `.rw2` | ✅ | | | SVG | `.svg` | ✅ | | | TIFF | `.tif`, `.tiff` | ✅ | | | WEBP | `.webp` | ✅ | | ## Video formats | Format | Extension(s) | Supported? | Notes | | :--- | :--- | :---: | :--- | | 3GPP | `.3gp`, `.3gpp` | ✅ | | | AVI | `.avi` | ✅ | | | FLV | `.flv` | ✅ | | | M4V | `.m4v` | ✅ | | | MATROSKA | `.mkv` | ✅ | | | MP2T | `.mts`, `.m2ts`, `.m2t` | ✅ | | | MP4 | `.mp4`, `.insv` | ✅ | | | MPEG | `.mpg`, `.mpe`, `.mpeg` | ✅ | | | QUICKTIME | `.mov` | ✅ | | | WEBM | `.webm` | ✅ | | | WMV | `.wmv` | ✅ | | If you have files in a format not listed here, feel free to [contact our support team](/support/) to see if we can help or if support might be added in the future. -------------------------------------------------------------------------------- # Changing Your Email Address > How to update the email address on your PixelUnion account Source: https://pixelunion.eu/help/account/change-email/ You can change the email address on your PixelUnion account yourself, directly from your account settings. The whole process only takes a few minutes. ## Before you start Make sure you still have access to your **current** email address. During the process, a verification code is sent there, and you will need it to confirm the change. ## Changing your email address 1. Open your PixelUnion environment in your web browser and log in. 2. Click your **profile picture** in the top-right corner and go to **Account Settings**. 3. Find the **Change Email** section. 4. For security, you may be asked to log in again. 5. Enter your new email address. A verification email is then sent to your **current (old)** email address. 6. Open that email, copy the **verification code**, and enter it in the interface. 7. Your email address is now updated. Both your old and your new address receive a confirmation message. ## After the change From now on, use your **new** email address to log in. All account notifications will also be sent there. ## Need Help? If you no longer have access to your current email address, you cannot receive the verification code, so the self-service process will not work. In that case, [contact our support team](/support/) and we will change the address for you. ### Proving Your Identity Because we cannot verify you by email, we have to establish your identity another way. We therefore ask for a copy of a **government issued identity document**, such as a passport, ID card or driving licence. You may cover anything we do not need. We only need to see your name and enough of the document to recognise it as valid, so feel free to black out the document number, date of birth, place of birth, nationality and any national identification number. We treat the document confidentially and delete it as soon as the check is complete. Once we have verified you, we change the address for you and confirm by email. From then on, you log in with your new address. -------------------------------------------------------------------------------- # Migrate from another Immich server > How to transfer photos, videos, and albums from a self-hosted Immich instance to PixelUnion using Immich Go Source: https://pixelunion.eu/help/migrating/migrate-immich/ If you are already running a self-hosted Immich server and want to move your library to PixelUnion, you can do so directly using [Immich Go](https://github.com/simulot/immich-go). The migration transfers your photos, videos, and album structure from one Immich instance to another, without going through your local computer. ## What you will need - Access to your existing Immich server (it must be reachable over the network) - An API key from your existing Immich server - An API key from your PixelUnion account - [Immich Go](https://github.com/simulot/immich-go/releases/latest) downloaded on your computer ## Step 1: create an API key on your source server 1. Log in to your existing Immich server 2. Click your profile icon (top right) and go to **Account Settings** 3. Navigate to **API Keys** and click **New API Key** 4. Give it a name (e.g. "Migration") and make sure the **asset.read** and **asset.copy** permissions are enabled 5. Copy the generated key and keep it somewhere safe ## Step 2: create an API key on PixelUnion 1. Log in to your PixelUnion domain (e.g. `https://yourname.pixelunion.eu`) 2. Click your profile icon (top right) and go to **Account Settings** 3. Navigate to **API Keys** and click **New API Key** 4. Give it a name (e.g. "Migration") and copy the generated key ## Step 3: download Immich go Go to the [Immich Go releases page](https://github.com/simulot/immich-go/releases/latest) and download the version for your operating system: - **Windows**: the `.exe` file - **macOS**: the file with `darwin` in the name - **Linux**: the file with `linux` in the name Extract the archive and place the `immich-go` executable in a convenient folder. ## Step 4: run the migration Open a terminal, navigate to the folder containing `immich-go`, and run: **macOS / Linux:** ``` ./immich-go upload from-immich \ --from-server=https://your-old-server.com \ --from-api-key=YOUR_SOURCE_API_KEY \ --server=https://yourname.pixelunion.eu \ --api-key=YOUR_PIXELUNION_API_KEY ``` **Windows:** ``` .\immich-go.exe upload from-immich --from-server=https://your-old-server.com --from-api-key=YOUR_SOURCE_API_KEY --server=https://yourname.pixelunion.eu --api-key=YOUR_PIXELUNION_API_KEY ``` Replace the placeholders with your actual server URLs and API keys. Immich Go will connect to both servers, detect any files already present at the destination, and transfer everything else. Your album structure is preserved automatically. ## Tips **Speed up the migration** by running multiple parallel transfers: ``` ./immich-go upload from-immich \ --from-server=https://your-old-server.com \ --from-api-key=YOUR_SOURCE_API_KEY \ --server=https://yourname.pixelunion.eu \ --api-key=YOUR_PIXELUNION_API_KEY \ --concurrent-tasks=4 ``` **Migrate only specific albums:** ``` ./immich-go upload from-immich \ --from-server=https://your-old-server.com \ --from-api-key=YOUR_SOURCE_API_KEY \ --server=https://yourname.pixelunion.eu \ --api-key=YOUR_PIXELUNION_API_KEY \ --from-album="Family" \ --from-album="Holidays" ``` **Resume an interrupted migration:** If the process is interrupted, simply run the same command again. Immich Go tracks what has already been transferred and skips those files. ## How long will it take? Migration speed depends on the size of your library and your internet connection. As a rough guide: - 10 GB: roughly 30-60 minutes - 100 GB: several hours, best run overnight - 500 GB+: plan for a full day or more ## Troubleshooting **Connection errors:** Check that your source server URL is correct and reachable from your computer. Make sure the URL includes `https://` or `http://`. **Permission errors:** Verify that the API key for your source server has the **asset.read** and **asset.copy** permissions enabled. **Albums not appearing:** Album creation happens during the transfer. If an album is missing after the migration completes, try running the command again, Immich Go will skip already-transferred files and retry any incomplete parts. If you run into problems, [contact our support team](/support/). -------------------------------------------------------------------------------- # Deleting Your Account > How to delete your PixelUnion account and what happens to your data Source: https://pixelunion.eu/help/account/delete-account/ If you've decided to delete your PixelUnion account, this guide explains the process and what happens to your data. ## Before you delete Before requesting account deletion, please consider: ### 1. download your data first Once your account is deleted, your photos and videos cannot be recovered. We strongly recommend downloading your data before deletion. **We recommend using Immich Go** for downloading all your photos and videos. This tool allows you to download your entire library efficiently while preserving metadata, dates, and album structures. See our guide on [downloading your photos and videos with Immich Go](/help/immich/download-photos-videos/) for detailed instructions. Alternatively, you can: 1. Log in to your PixelUnion domain 2. Select the photos and videos you want to keep 3. Click **Download** to save them to your device For large collections, using Immich Go is the most efficient method. ### 2. check shared albums If you've shared albums with others: - Shared albums you own will be deleted - Other users will lose access to these albums - Consider transferring ownership or notifying shared users ### 3. cancel active subscriptions If you have an active paid subscription, make sure to cancel it to avoid future charges. ## How to cancel your account Want to cancel your PixelUnion account? You can do this easily via your own domain: 1. Log in to your PixelUnion domain. 2. Click **Billing** in the top right. 3. Follow the instructions to cancel your account or subscription. After cancellation, no future charges will be made. Your account and data remain available until the end of the current subscription period. ## What happens when your account is deleted ### Immediately - Your account is deactivated - You can no longer log in - Your personal domain becomes inaccessible ### Within 30 days - All your photos and videos are permanently deleted - All albums and metadata are removed - Your account information is erased from our systems ### Retained information In accordance with legal requirements, we may retain: - Billing records (for tax/legal purposes) - Support ticket history (anonymized) ## Your rights under GDPR As a European service, PixelUnion complies with GDPR. You have the right to: - **Access**, Request a copy of all data we hold about you - **Rectification**, Correct inaccurate personal data - **Erasure**, Request deletion of your personal data (this article) - **Portability**, Receive your data in a portable format To exercise any of these rights, contact [support@pixelunion.eu](mailto:support@pixelunion.eu). ## Processing time Account deletion requests are typically processed within: - **Verification**: 1-2 business days - **Account deactivation**: Immediate after verification - **Complete data deletion**: Up to 30 days ## Changed your mind? If you've requested deletion but changed your mind: - Contact us immediately at [support@pixelunion.eu](mailto:support@pixelunion.eu) - We can cancel the deletion if it hasn't been fully processed - Once deletion is complete, data cannot be recovered ## Need help? Have questions about account deletion? [Contact our support team](/support/), we're happy to help or discuss alternatives. -------------------------------------------------------------------------------- # Managing Active Sessions > View and manage devices logged into your account Source: https://pixelunion.eu/help/account/active-sessions/ Keep your account secure by monitoring and managing the devices that are signed into your PixelUnion account. ## What are active sessions? An active session represents a device or browser that's currently logged into your account. This could include: - Your computer's web browser - The Immich mobile app on your phone - The mobile app on a tablet - Other browsers or devices you've used ## Viewing your active sessions To see all devices currently logged into your account: 1. Go to the [PixelUnion Account Security page](https://login.pixelunion.eu/realms/pixelunion/account/account-security/signing-in) 2. Log in if prompted 3. Look for the **Device Activity** or **Sessions** section For each session, you'll see: - **Device type**, Browser, mobile app, etc. - **Location**, Approximate location based on IP address - **Last activity**, When the device was last used - **IP address**, The network address ## Signing out of a device If you see a device you don't recognize or want to remove: 1. Go to **Account Security** → **Device Activity** 2. Find the session you want to end 3. Click **Sign Out** or **Remove** next to that session 4. The device will be immediately logged out ## Signing out of all devices To sign out of all devices at once (except your current one): 1. Go to **Account Security** 2. Look for **Sign out all devices** or similar option 3. Click to confirm 4. All other sessions will be terminated This is useful if: - You suspect unauthorized access - You've lost a device - You want to start fresh with your sessions ## When to review your sessions We recommend checking your active sessions: - **Monthly**, As a regular security practice - **After traveling**, Especially if you used public computers - **If you notice unusual activity**, Strange emails, settings changes, etc. - **After changing your password**, To ensure old sessions are cleared ## Signs of suspicious activity Watch for these warning signs: - Sessions from locations you haven't visited - Devices you don't recognize - Multiple sessions from different countries - Activity at unusual times If you see suspicious activity: 1. Sign out of all unknown sessions immediately 2. [Change your password](/help/account/reset-password/) 3. [Enable two-factor authentication](/help/account/two-factor-authentication/) if not already active 4. [Contact support](/support/) if you believe your account was compromised ## Mobile app sessions The Immich mobile app creates a separate session. To manage mobile sessions: 1. Check the session list for mobile app entries 2. Sign out of mobile sessions you no longer use 3. If you lose your phone, sign out that session immediately ## Security tips - **Don't stay logged in on shared computers**, Always log out when done - **Use private/incognito browsing**, On public or shared devices - **Enable 2FA**, Adds an extra layer of protection - **Regular reviews**, Check your sessions periodically ## Need help? Concerned about your account security? [Contact our support team](/support/) immediately, we take security seriously and will help you secure your account. -------------------------------------------------------------------------------- # Users, Sharing & Independent Accounts > How to add users to your PixelUnion instance, share your library, and understand the difference between shared and independent accounts Source: https://pixelunion.eu/help/account/users-and-sharing/ PixelUnion supports two distinct ways to give someone access to your photos. Understanding the difference helps you set things up the right way from the start. ## Two ways to set things up **Shared instance (users on your account)** When you create a user account for someone via Administration, they join your instance at your subdomain (e.g., `yourname.pixelunion.eu`). They have their own login and their own private library, and can be given a personal storage limit. Your subscription covers their storage. Sharing features such as shared albums and partner sharing work between users on the same instance. **Independent account (separate subscription)** If someone wants their own subdomain, their own billing, and full independence, they need to sign up for their own PixelUnion subscription at [portal.pixelunion.eu](https://portal.pixelunion.eu). Each PixelUnion subscription is a completely separate Immich instance. Separate instances have no connection to each other, shared albums and partner sharing are not available across different subdomains. --- ## Adding a user to your instance 1. Click your **account icon** in the top-right corner of the web app 2. Select **Administration** 3. Navigate to the **Users** section and click **Create user** 4. Fill in their name, email address, and an optional storage quota (in GiB) 5. They will receive an invitation email. The invited user finishes the setup themselves by registering once (see below). The email does not contain a working login password. Once registered, they have their own private library within your instance. Their photos are stored under your subscription. ### First login for the invited user The welcome email does **not** contain a usable login password. The invited user sets their own password by registering once with the same email address: 1. Go to [login.pixelunion.eu](https://login.pixelunion.eu) 2. Choose the option to register or create an account 3. Enter the **same email address** you used when creating the user 4. Set a password and complete the registration After that, the user logs in with that email address and their own password, and has access to your instance. Any password from the welcome email is not needed. --- ## Shared albums Shared albums let you collect and share specific photos and videos with other users on your instance, without giving them access to your entire library. When you add someone to a shared album, you assign them a role: - **Editor (read-write)**: can view, download, and add their own photos and videos to the album - **Viewer (read-only)**: can view and download, but cannot add content Neither role gives access to your main timeline, other albums, or your personal metadata outside the album. ### Creating a shared album 1. Open the Immich web or mobile app 2. Go to **Albums** and tap **Create album** 3. Select the photos and videos you want to include 4. Tap **Share**, add the people you want to share with, and choose their role (editor or viewer) 5. They will receive a notification and can access the album according to their role --- ## Partner sharing Partner Sharing gives another user on your instance access to your entire photo library. This is intended for couples or close family members who want to see each other's photos on their own timeline. ### What partner sharing includes - Access to all non-archived and non-trashed photos and videos - Access to all metadata, including GPS information - Ability to share assets via shared links, albums, etc. ### What partner sharing does not include - Already existing partner albums - Whether an asset is favorited - People and facial recognition data > **Note:** Partner sharing is one-way. To view your partner's assets, they must also share their library with you. Partner sharing may result in duplicate assets appearing on the main timeline, as duplicates are only detected on a per-user basis. ### Sharing your library with a partner 1. Go to **Account Settings** in the web app or mobile app 2. Navigate to **Sharing** → **Partner Sharing** 3. Click **Add Partner** and search for the person's account 4. Confirm, they will now have access to your library ### Viewing your partner's library Once a partner has shared their library with you, you can access it via the **Sharing** page. ### Showing partner photos in your timeline Partner shared photos can optionally appear in your main timeline. This can be enabled per partner. **On the web:** 1. Go to **Account Settings** → **Partner Sharing** 2. Enable **Show in timeline** for the partner **On the mobile app:** 1. Open the partner's shared library view 2. Toggle the **Show in timeline** button ### Removing a partner 1. Go to **Account Settings** → **Sharing** 2. Click the **×** button next to the partner's name 3. They will immediately lose access to your library --- ## Shared links Shared links let you share a photo, video, or album with anyone, no PixelUnion account required. Immich generates a secret URL that you can send to anyone. When creating a shared link, you can optionally set: - An **expiration date**, after which the link stops working - A **password** for additional access control - **Upload permissions**, allowing recipients to contribute their own photos to your account via the link - **Action restrictions**, limiting what recipients can do with the shared content Shared links are the right tool when you want to share with people outside your instance, for example, friends or family who don't have a PixelUnion account. --- ## Removing a user from your instance If you remove a user account from your instance via Administration: - Their account is disabled immediately - **Their photos and videos are permanently deleted after 7 days**, this cannot be undone. An option for immediate deletion also exists. - No new independent account is created for them automatically If the user wants to keep their files, they must download them before the account is deleted. Once the 7-day window has passed, recovery is not possible. --- ## Need help? If you have any questions about sharing or user management, [contact our support team](/help/contact/). -------------------------------------------------------------------------------- # Why Does the App Take a Moment to Load? > Understand why PixelUnion sometimes needs a few seconds to start up Source: https://pixelunion.eu/help/immich/loading-time/ If you sometimes see a short loading screen when you open PixelUnion, that is expected behaviour. It is not a fault or an outage, but a deliberate part of how we run the service. This article explains what happens and why. ## What is happening To run Immich for our customers at the price we offer, we temporarily switch off your instance when it is not being used. At the moment, this happens after half an hour without activity. We recently shortened this from one hour to half an hour. As soon as you open or start using PixelUnion again, we automatically switch your instance back on. That startup takes a few seconds, and that is the short loading screen you sometimes notice, typically the first time you open the app in a while. ## How long it takes Under normal circumstances, the startup time is around **6 to 8 seconds**. Occasionally it can take a little longer. We work on this actively every day to keep the startup time as short and smooth as possible. ## Why we do it Switching instances off when they are idle is what allows us to offer PixelUnion at the price we do. Rather than keeping every instance running around the clock, we use resources only when they are actually needed. This is a core part of how we keep a privacy-first, European photo service affordable. It is also better for the environment. Running idle servers day and night would waste a lot of electricity. By scaling down when your instance is not in use, we keep our compute costs low and reduce the energy and resources our service consumes. In other words, this approach is good for your wallet and for the planet. ## What you can do There is nothing you need to fix, the instance comes back on its own. A few things that can help: - **Just wait a few seconds.** Once your instance is up, everything runs at full speed again. - **Keep the app open** if you are actively working in your library, so it does not go idle. - **Try again** if a load seems to take unusually long. If it consistently takes much longer than 6 to 8 seconds, let us know. ## Still seeing long load times? If the app regularly takes much longer than expected to load, or you run into errors instead of a brief loading screen, [contact our support team](/support/). We are happy to take a look and help you out. -------------------------------------------------------------------------------- # Account FAQ > Frequently asked questions about account management Source: https://pixelunion.eu/help/account/account-faq/ Common questions about managing your PixelUnion account, subscriptions, and account settings. ## How can I delete my account? We're sorry to see you go. To delete your account: 1. Click on your **account icon** in the top-right corner of the screen. 2. Select **Billing** from the dropdown menu. 3. Cancel your subscription via the billing portal. Once your subscription period ends, your account will become inaccessible and will be scheduled for deletion. If you change your mind before the deletion date, feel free to reach out to our support team. ## What happens if I delete my account? We store two types of data for which we have separate retention periods: - **Personal data**: Like your name, email address or phone number - **Uploaded media**: The media you have uploaded to our platform We keep your personal data (not your uploaded media) only as long as necessary. Typically, this means up to 1 year after you stop using our services. We retain your uploaded media for up to 30 days after you delete your installation. This gives us time to resolve any issues or recover data if needed. After that, it's permanently deleted. ## How do I upgrade or update my subscription? If you need more storage or want to change your plan, you can upgrade your account at any time: 1. Click on your **account icon** in the top-right corner of the screen. 2. Select **Billing** from the dropdown menu. 3. On the billing page, enter the **email address** associated with your PixelUnion account. 4. You will receive an **email** with a secure login link. 5. Click the link in the email to access your billing dashboard, where you can choose your new plan and complete the upgrade. Alternatively, you can go directly to the billing page using this link: [Manage your subscription](https://billing.stripe.com/p/login/14kaFHfe8aTHa2s5kk) ## Can I downgrade to a smaller plan? Yes. Every user can downgrade at any time, through the same billing portal you use to upgrade. Before you switch, check how much storage you are using. If your environment contains more data than your new plan allows, all uploads are disabled until your usage is back within the limit of that plan. Everything already in your account stays accessible: you can still view, share and download your media, but nothing new can be added. To get back under the limit, delete media you no longer need (remember to empty the trash afterwards) or download it first and then remove it from your account. See [Managing Your Storage](/help/account/storage-usage/) for details. If your account stays over the limit for a longer period, PixelUnion may require you to reduce your data usage. ## Does PixelUnion offer a family plan? Yes and no. We don't offer a separate paid family plan (we're not Netflix), but all our subscriptions include family features. You can invite family members or friends to join your domain by creating individual accounts for them within your subdomain. Here's how: 1. Click on your **account icon** in the top-right corner of the screen. 2. Select **Administration** from the dropdown menu. 3. From there, you can create new user accounts for your family or friends. These accounts will have access to your storage but with their own login and interface. 4. After you've added their email address, the user must visit the login page and register the domain using that same email address to complete the login process. ## Can I change my domain name? No, currently it is not possible to change the domain name (subdomain) associated with your PixelUnion account after it has been created. This refers to the specific web address you use to access your account, which is formatted as `.pixelunion.eu`. Your domain name is a permanent identifier for your account and your media. If you require a different domain name, you would need to create a new account. ## Can I share albums with people who don't have a PixelUnion account? Yes. You can share an album with anyone (family members, friends, or colleagues) and optionally allow them to add photos to that same shared album. Sharing works both inside your PixelUnion domain (for users on the same account) and externally via a shared link. ## I'm getting an OAuth error when trying to log in, what should I do? The OAuth error is usually caused by a connectivity or cache issue rather than a problem with your account. Try the following steps: 1. **Clear your browser cookies and cache** completely 2. Try logging in again 3. If that doesn't work, try a **different browser** (Chrome, Edge, Vivaldi, Firefox) 4. If the issue persists, try on a **different device** If none of these steps resolve the issue, please [contact our support team](/support/). ## Why do you require a phone number when signing up? We aim to be as privacy-friendly as possible, and that's why we only ask for your email address and phone number when you sign up. We believe this minimal data collection helps protect your privacy while still allowing us to offer our services effectively. A service like PixelUnion, especially with a free tier, can unfortunately attract abuse. While not foolproof, requiring a phone number acts as a small but important barrier to deter misuse and spam. It's a way for us to add a layer of verification without asking for extensive personal details. We genuinely believe that using a phone number is a relatively privacy-friendly option for us to gather essential user information and help maintain a secure environment for everyone. Furthermore, we plan to use this phone number for future cases where verification might be required, ensuring the security and integrity of your account and our services. ## How do I reset my PIN code? If you've forgotten your PIN code or need to reset it, don't worry. You can reset it yourself through your admin account: 1. Log in to your admin account 2. Go to **Administration** (top right) 3. Find your domain in the list 4. Click the **three dots menu** (⋯) next to your domain 5. Select **"Reset PIN"** from the dropdown menu Once you've reset your PIN your access to locked folders will be restored immediately, and you can set a new PIN code on your next login. -------------------------------------------------------------------------------- # Immich FAQ > Frequently asked questions about Immich features and compatibility Source: https://pixelunion.eu/help/immich/immich-faq/ Common questions about using Immich with PixelUnion, API support, and troubleshooting. ## How do I connect the Immich app to your platform? Enter your subdomain (e.g., `myphotos.pixelunion.eu`) in the Immich app's server address field. For more information on how to get going with the app, visit [this page](/help/immich/mobile-app/). ## Does your platform support the Immich API? Yes, we fully support the Immich API, allowing you to use it with any compatible software or tools you prefer. This means you can integrate our platform into your workflows, build custom apps, or automate tasks using the Immich API. However, for security and privacy reasons, we have disabled two specific endpoints: - **`/api/system-config`**: This endpoint is disabled to prevent unauthorized access to system-level configurations. - **`/api/library`**: This endpoint is disabled to ensure stricter control over media library access. All other endpoints are fully functional, so you can enjoy the flexibility and power of the Immich API while keeping your data secure. If you have any questions or need help getting started, feel free to reach out to our support team! ## Are you associated with Immich? No, we are NOT associated with Immich. Our platform is built on a forked version of the Immich open-source project. We deeply respect the work of the Immich community and actively contribute back to the project whenever possible, both through code and financial support. Read more about [open source](/about/open-source). ## Why do you maintain a fork of Immich (and why is it rebranded)? We maintain a small fork to provide an optimal onboarding experience for PixelUnion users. This sometimes requires minor changes, for example in the single sign-on (SSO) / login flow. The differences compared to “standard” Immich are usually limited and focused on usability and integration within our service. We try to stay as close to upstream Immich as possible. ## Am I allowed to use the native Immich API? Yes, we fully support the Immich API and you can generate your own API keys. ## Immich has released a new version, when will you be upgrading the platform? The Immich development moves super fast and is always introducing new and great features. We try to stay as close to the latest release as we can, but because they move so fast, sometimes the latest minor release can be a little buggy. That is why we usually wait for the patch releases to calm down before upgrading our platform. This applies to our Android app as well. We always check updates thoroughly before rolling them out to ensure stability for our users, so the app may sometimes be a version behind. Want to know when we will be upgrading more precisely because a great feature was released? Don't hesitate to contact us. ## What are Immich major, minor and patch releases? Immich, like many software projects, uses [semantic versioning](https://semver.org/), which follows the format `MAJOR.MINOR.PATCH` (for example, `1.12.3`). - **Major releases** (e.g., `2.0.0`): Introduce significant changes, new features, or potentially breaking changes that may not be backward compatible. - **Minor releases** (e.g., `1.13.0`): Add new features and improvements in a backward-compatible manner. Existing functionality should continue to work. - **Patch releases** (e.g., `1.13.1`): Contain bug fixes and small improvements that do not affect compatibility or add new features. This versioning helps users and developers understand the impact of an update. For Immich, we usually wait for patch releases to ensure stability before upgrading our platform. ## My images aren't loading in the timeline. what's going on and how can I fix it? The images in your timeline are actually thumbnails. Sometimes when someone uploads photos, the thumbnails aren't generated properly. This results in grey boxes or errors like "Cannot load image". In many cases, the system needs a moment to generate the missing thumbnails, so try waiting a few minutes. **Still not working after a while?** Follow these steps to manually trigger thumbnail generation: 1. Click your **account icon** in the top-right corner. 2. Go to **Administration**. 3. Select **Jobs** from the sidebar. 4. Click the **GENERATE THUMBNAILS** button. This will regenerate the missing thumbnails, and your images should now appear correctly in the timeline. ## Why do I sometimes see a loading screen when opening the app? To save resources and keep things efficient, we may temporarily "turn off" your application when you're not using it. As soon as you visit or start using the app again, we immediately turn it back on for you. This process can take a few seconds, which is why you might see a loading screen for a short while. Once everything is up and running, your experience will be just as smooth as always! ## Why are my Memories not showing up? Memories in Immich are not generated instantly. Depending on the size of your photo library, it can take a while before they appear in your timeline. **What you can do:** 1. Make sure Memories are enabled in your settings: - Click your **account icon** in the top-right corner. - Go to **Account Settings**. - Look for the **Memories** section and make sure it is turned on. 2. Manually trigger the Memory Generation job: - Click your **account icon** in the top-right corner. - Go to **Administration**. - Select **Jobs** from the sidebar. - Click **Create job**, select **Memory Generation**, and run it. Once the job is running, memories will gradually appear in your timeline. The more photos you have, the longer this may take. If the job doesn't start or memories still don't appear after it completes, please contact our support team and we'll help you further. ## Should I ask the Immich community for support? Almost always, the answer is no. PixelUnion is your first point of contact for support. If necessary, we will either contact the Immich community on your behalf or refer you to the appropriate place. But we are always ready to help you, just reach out to us! ## Why aren't faces recognized immediately, or why does face recognition seem stuck? Face recognition in Immich can take some time to process, especially if you have just uploaded new photos or have a large library. It is normal for faces not to be recognized right away. **What you can do:** 1. Wait a little while, face recognition jobs are processed in the background and may take several minutes or longer, depending on the number of photos. 2. If you want to speed up the process, you can manually trigger the face recognition job: - Click your **account icon** in the top-right corner. - Go to **Administration**. - Select **Jobs** from the sidebar. - Click the **FACE RECOGNITION** button to start the job. This will start or restart the face recognition process. After a while, recognized faces should appear in your library.