Below is a list of frequently asked questions divided into 4 sections:
Subscription
Account
Functionality
Privacy

Subscription:

1) What are your terms of service?

Our terms of service can be found by following this link.

2) How will my payment be processed?

Once you have completed your free trial and signed up to pay for a subscription the payment for the coming month's use will be taken immediately. Any usage-based costs such as processing additional faces outside of the allowance will be charged once the month's usage is complete and calculated. Our payment provider is Stripe and their privacy policy can be found here.

3) What does 'processed faces' mean in my subscription?

When you upload a photo we use facial recognition to locate and identify the faces within the image. If Caption Pro picks up 5 faces in an image (resulting in 5 nameable face boxes) then that will count as 5 faces processed, regardless of how many are successfully identified by the software or how many get used in a caption. 

It is recommended that to avoid the unnecessary processing of background faces, a reasonable 'max faces processed' limit is set by users during project creation. This way users can specify that they only want Caption Pro to pick up the '3' largest faces in each image for instance, potentially ignoring numerous background faces in a crowd. 

More information about this can be found in the 'pre-processing filters' section of our article: Filtering people / faces

Tip: When shooting events with a lot of background faces such as sports events, catwalks and parties, using a wider aperture will help save your face allowance. Additionally, making the necessary crops before using Caption Pro can also help remove unwanted background faces prior to processing. 

4) How do I cancel?

You can cancel your subscription any time by selecting 'cancel subscription' from your Account Management page. If you have a specific complaint or would like to request a refund please get in touch at support@caption-pro.com or speak to us on chat in the app or on the website. 

5) How long is the free trial?

The standard free trial for the basic subscription is 14 days. This begins when you first log into the software. If you need longer or had an issue stopping you from making use of your free trial then please let us know and we will see if we can extend it for you. 

6) Do you do agency subscriptions?

We currently offer team and agency subscriptions that allow users to contribute to a shared company database. For inquiries about our team and Agency tiers please get in touch with us directly at support@caption-pro.com

7) How do I change my payment details?

Currently if you want to change your payment details you can cancel your current subscription from the Account Management page and resubscribe using your new details. We recommend you do this at the end of your current payment period as your access to the software will end upon cancellation.

Account

1) How can I manage my account?

You can manage your account from the Account Management page. Here you will be able to see your account status, download the relevant software and cancel/renew your subscription.  

2) How can I reset my password?

You can reset your password by following this link. Alternatively there is another link on the login window within the app.

Functionality

1) How do I ....? 

Full documentation explaining each of our features and various workflow stages can be found in the relevant article in our Help Center.  

2) Is there a limit to the amount of faces that can be processed per image?

Caption Pro can only detect up to 100 faces in any single image. 

3) What file types do you process?

Currently we are able to process:
JPG, GIF, PNG, DNG, TIFF and NEF file types.
If you have a request for us to process a specific file type, or one of those isn't working for you, please let us know using the in-app chat, or by using the support email listed at the bottom of this article. 

4) How can I report a bug?

In order to report a bug, please navigate to the 'help' menu at the top of the page with the application open and press 'send bug report'. 

When filling out the report please be as descriptive as possible and a member of the team will get back to you a soon as they can to diagnose and fix the problem. 

5) What if a metadata field isn't listed?

If you can't find the metadata field you're looking for in our list, email us at support@caption-pro.com (preferably with an image / xmp template attached which includes information added in the metadata field in question) or let us know on chat within the app and we'll get it added as soon as we can. 

Privacy

1) Are images stored locally or remotely?

When you process an image it remains on your device, however a compressed version of the image is uploaded to a server hosted in Ireland for the sole purpose of facial identification. It only remains on the server for the duration of the facial recognition process (a few seconds) and then gets flagged for deletion. 

When you add a new person to your database however, (or save a reference face to someone already on the database) we save a cut out of that face on our servers which is then used as a reference image for that person in your private face database (the images you see as 'matched reference faces' in the top right corner of the UI when a person is selected are these saved reference images). These are stored on our servers for the duration of their time as reference images. If you delete them from the reference pool in the app, or delete the record of the person entirely, these reference face cut-outs will also be deleted. 

It may take a couple of weeks for the content to be permanently removed from our servers. 

2) Do any third parties benefit from the processing of these images? 

We use a tier 1 facial recognition service provider, compliant with strict codes of practice regarding the protection of personal data. 

We have an agreement with the third party we use for facial recognition processing, specifying that they do not use our facial recognition data for any other purpose, no other customers of theirs will be able to access that data, and they do not use it to train their facial recognition, AI or machine learning models.

3) Do any other Caption Pro users benefit from the processing of my images?

We understand that the advantages that come with growing your own facial recognition database would be minimised should that information be shared among potential rivals, so when we refer to your 'private' database we really mean it. 

Each user is given access to the standard 'Celebrity Database' with their subscription which has hundreds of thousands of people of interest already stored on it, ranging from musicians, sports stars and actors to political figures. Any new person you add to your database however is partitioned and this will not be visible to anyone else, nor will it be used to improve the accuracy of the built in global 'Celebrity Database', only your private one. This is also the case should you add a reference image to a currently known record from the global database, only your account's facial recognition accuracy will be affected. 

Shared databases are available upon request and enterprise tier subscriptions include a centralised  database, managed by the owner of the account whose users/guest accounts all contribute towards/read from it. 

In short, we do all we can to ensure that no one, other than the users whose accounts have been used to process images, will benefit from the processing of those images. 

4) Is my use of Caption Pro GDPR compliant? 

This is a question we have received a few times now so we thought it would be best for us to outline all of the necessary information and ease the worries of our users in the form of a dedicated GDPR compliance article.

5) What is your privacy policy? 

Our privacy policy can be found here


If your question isn't on here.. don't be afraid to reach out via chat on our website or in-app. Alternatively you can email support@caption-pro.com.

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