1. FAQ

Only proxy movies shot on compatible cameras can be imported. The proxy setting of the camera is turned off by default, so make sure to turn it on before shooting. It is not possible to import movies shot on a smartphone.

Visual Story can only import still images in JPEG format. The default photo format setting on iPhone and iPad is HEIF, so make sure to shoot in JPEG format.

• When connecting the smartphone to the camera, change the setting of [USB Connection] on the camera menu to [Mass Storage], and make the connection via the Lightning to USB 3 Camera Adapter from Apple. The camera will not be recognized if they are connected directly. If the camera is still not recognized, on the camera menu change the setting of [USB Power Supply] to [Off] and [USB LUN Setting] to [Single], then retry the connection.
• If you are using iOS 13, upgrade to the latest version of iOS.

If this message appears when transferring images, select [Allow Access to All Photos].

On the iPhone/iPad, select [Settings] → [Visual Story] → [Photos], then select [All Photos].

For iOS, when the Visual Story app goes to the background and is not displayed, you can't transfer images. Do NOT press the power button, the home button, start other applications or close Visual Story app.

[Camera (Wi-Fi)]

Turn on Wi-Fi Settings on the smartphone and connect to the access point. After this, tap the connection icon in the Visual Story app to establish an FTP connection.

[Camera (Personal Hotspot)] or [Camera (Tethering)]

• For iOS: Temporarily turn off [Personal Hotspot] on the iPhone/iPad and then turn it on again. After this, tap the Visual Story connection icon to establish an FTP connection.
• For Android: Turn on tethering on the smartphone. After this, tap the Visual Story connection icon to establish an FTP connection.

• FTP is set to off in the Visual Story app. Turn this setting on.
  2-2. Importing from a Camera
• iOS only: Another app was started, so Visual Story was closed. Once you start Visual Story again and an image is shot, it will re-establish the connection and resume transfer.

[Camera (Personal Hotspot)] or [Camera (Tethering)]

• For iOS: Temporarily turn off [Personal Hotspot] on the iPhone/iPad and then turn it on again. After this, tap the Visual Story connection icon to establish an FTP connection.
• For Android: Turn on tethering on the smartphone. After this, tap the Visual Story connection icon to establish an FTP connection.

[Camera (Wi-Fi)]

Make sure that the access point settings have not been changed.

If you still cannot transfer images after performing the above

Check once more the FTP settings and the mobile device to which the images are to be transferred. If you still cannot transfer the images after performing the above, you may be able to resolve the problem by selecting MENU → (Network) → [Reset Network Set.] on the camera. (Note, however, that doing this initializes the network settings.)

• 2-2. Importing from a Camera
• Image transfer icons

• Image transfer may fail if the camera is turned off while transfer is in progress.
  On the camera, select [FTP Transfer Func.] → [FTP Transfer] and configure the following settings.

  • Target Group: This Media
  • Target Image: All
  • Transfer Status: Only Failed Transfer

  After you select [OK], images for which transfer failed are sent.

• Images with file names exceeding 100 characters cannot be imported.

Cancel the camera registration from [Settings] > [Bluetooth] on your smartphone. Then, perform pairing with the camera again. If you still cannot transfer the images after performing the above, you may be able to resolve the problem by selecting MENU → (Network) → [Reset Network Set.] on the camera. (Note, however, that doing this initializes the network settings.)

If you perform [Reset Network Set.] on the camera or cancel the Bluetooth setting on the smartphone, you will need to perform pairing again.

The procedure below is effective only when [Auto FTP Transfer] (or [Auto Trans When Shot]) is set to [On].

1. Turn on the Personal Hotspot of the iPhone/iPad.
2. Tap (import icon) in the Visual Story, and turn on [Image import with FTP].
3. Shoot one image on the camera.

1. Turn on the Personal Hotspot of the iPhone/iPad.
2. Tap (import icon) in the Visual Story, and turn on [Image import with FTP].
3. Set [Transfer Status] in the camera's FTP Transfer menu to [Only Non-transfer] and transfer only the non-transferred images while the Personal Hotspot is disconnected.

It is possible to establish a more stable connection by connecting the camera and iPhone using the Mobile Wi-Fi router.

Try importing images from an SD card or smartphone.

When using the iPhone 12 or later and the ILCE-9 or ILCE-7M3, it is sometimes not possible to connect to the camera wirelessly using Personal Hotspot. In this case, go to [Settings] → [Personal Hotspot] → [Maximize Compatibility] on the iPhone and slide the switch to the ON position.

The focus point displayed when shooting may not match the actual focus point exactly.

Clear the cache on the smartphone. This will delete the images stored on the smartphone while leaving the thumbnails. If you need to edit them again, they will all be downloaded when you open the project, including images that have been hidden from the story gallery.

• 6-5. Deleting Data

Syncing with the cloud may not be finished yet. Start Visual Story in a Wi-Fi environment and display relevant images on the screen.

You may not use music or other third-party content for which you have not obtained permission from the rights holder in Visual Story, nor may you use licensed content outside the scope of the license agreement. Please be careful regarding use of third-party content, including music that may be playing at the event or venue where the movie is shot. If Sony determines that unauthorized usage as described above has occurred, the content in question may be deleted without prior warning.

During live gallery streaming, maintain a connection by selecting [Settings] → [Access to the cloud server] → [Always], or by establishing a connection with the camera via an access point connected to the Internet. Note that images are not streamed to live galleries under these conditions.

• When the smartphone is connected to cameras in tethering mode and the [Access to the cloud server] setting for cloud server uploads is set to [Wi-Fi Only]
• When the smartphone is connected to cameras via an offline access point and the [Access to the cloud server] setting for cloud server uploads is set to [Wi-Fi Only]

Removing individual images

Open the project and view the image to remove in single-image display. Tap [ Live Gallery] in the upper left, and then tap OK on the confirmation screen. The image is only removed from the live gallery. Note that it cannot be streamed again.

Removing all images from live galleries

Access the live gallery setting screen in [Project Settings] → [Live Gallery] and select [Delete Uploaded Images]. The live gallery itself is retained, so you can continue streaming.

Removing live galleries themselves

Sign in to the Creators' Cloud website, and then delete the live gallery. Nothing will be displayed when the URL is accessed.

Images that were captured before you tapped the finish button might eventually be streamed.

Images captured during live gallery streaming become candidates for sharing as the service keeps track of when you start and stop live gallery streaming and when you shoot, but depending on the results of AI selection, some of these images may not be streamed.

It is not possible to add or remove images from story galleries or edit photographer information. Edit the project and create the story gallery again. The URL remains the same even if you replace the images and recreate the story gallery.

Once deleted, projects cannot be recovered. If editing is required, you will need to recreate the project from the original images to prepare the story gallery again. We recommend keeping projects for a while after you submit story galleries to clients.

No, this is beyond the scope of service.
Projects are deleted and current story galleries are no longer published once photographers cancel the service.

Sign in to My Page on the Imaging Edge site, and then delete the story gallery. In this case the URL is deleted and cannot be recovered.

The next confirmation screen does not open until all flagged images for delivery are synced with the cloud server. All images will be synced after you start Visual Story and leave it open for a while. Create galleries after this.

For problems and inquiries about Visual Story service subscriptions, contact your billing company.

When you upgrade your plan, the contract goes into effect from the date of upgrade and you can use the plan right away. As for the remaining period of your previous plan, the daily rate amount is subtracted from the new billing amount.

When you downgrade your plan, the current plan is switched to the new plan after the contract period of the current plan expires. When the contract is updated next time, you are required to pay the billing amount for the contract of the downgraded plan. If the upper limit of the plan is exceeded as a result of downgrading, the content is saved but you will not be able to create a new project or upload the images.

Just as when you subscribed to the service, cancellation is performed by your billing company. Since the contract expires on a monthly basis, no cancellation prior to the end of the billing cycle is accepted and charges for that month are non-refundable. Once the cancellation is made, you will no longer be provided with the free-of-charge period even if you sign a new contract.

We do not provide compensation or refunds for any damage that occurs using this service or any damage that occurs because you cannot use this service.

This service is currently available in the USA only. It is not possible for anyone to subscribe to the service from other countries.

Yes, you need to sign in to use the Visual Story. In the Creators' Cloud website, you can check the contact status of the subscription and information of galleries. You can also register your camera and view relevant notifications.

When you subscribe to a Creators' Cloud membership, you can use the various features pertaining to Sony digital cameras. A Sony Account is required when subscribing to a Creators' Cloud membership. A Sony Account is used not only for the Creators' Cloud membership but also for Playstation and other included Sony services.

• About the Creators' Cloud membership
• About the Sony Account

Imaging Edge membership has been renamed to Creators' Cloud membership. Imaging Edge membership is automatically transferred to Creators' Cloud membership. Email addresses and passwords are also transferred as is.

All current story galleries are deleted when you cancel your Creators' Cloud membership. Please note that you cannot recover the deleted images. To cancel your plan, first change your plan to a free plan if you are subscribing to a paid plan. After that, cancel your registration from the following URL.

• https://imagingedge.sony.net/account/close

Only the Creators' Cloud membership can be canceled from this site. Your Sony Account registration will remain active.

Unsubscribe from all the services to which you subscribed using your Sony Account. Your Sony Account will be terminated automatically when you unsubscribe from your last service provided by Sony.