# What your client sees when they download

> Walk through downloading from your client's side: single photos, sizes, the email and PIN check, videos, whole-gallery ZIPs and saving photos to an iPhone.

Source: https://help.corehue.co/docs/gallery-downloads/what-clients-see-when-downloading/

Knowing exactly what your client sees when they download photos and videos from a CoreHue gallery makes it much easier to answer "how do I download these?" in one message. This is the whole journey, from their side.

## Downloading one photo

1. On a computer, your client hovers over a photo and clicks the download button. On a phone, they open the photo first, since the buttons aren't on the small thumbnails.
2. The first time, a **Download photo** panel asks for whatever they haven't given yet: their email, the [download PIN](/docs/gallery-downloads/download-pin), or both. It's one panel, never a chain of prompts.
3. If you offer two sizes, **Choose download size** asks which one. Ticking **Remember my selection** skips this next time.
4. The photo downloads. A small message confirms the size, like "Downloading Original", with a **Change** link.

After that first time, downloads are instant. The PIN is remembered on that device for 24 hours after their last download.

## Saving to an iPhone or iPad

Apple devices don't save photos from a download button the way computers do, so the gallery handles it differently. When your client taps download on an iPhone or iPad, a **Save photo** panel explains: "The photo will open in a new tab. Touch and hold it, then choose Save to Photos."

If nothing opens, their browser may be blocking pop-ups for the gallery, and they'll see a message asking them to allow pop-ups. [Saving photos to your iPhone or Android phone](/docs/for-clients/saving-photos-to-your-phone) has the steps written for clients.

## Downloading a video

Videos have their own download button, on the video's card and in the player. The same email and PIN check applies. The video downloads as an MP4, one at a time, in HD on Plus or up to 4K on Pro.

If the button shows **Preparing download**, the file is still being made. It's ready shortly. See [Letting clients download videos](/docs/gallery-video/letting-clients-download-videos).

## Downloading the whole gallery

**Download gallery** at the top of the gallery opens a download page in a new tab. Your client enters their email and PIN, ticks chapters, picks a size, and waits on **Preparing your photos** until **Your photos are ready**. Large galleries arrive in several ZIP parts, and every part needs clicking. The prepared download lasts 48 hours, with **Request again** after that.

Videos aren't in the ZIP. The details are in [How whole-gallery downloads work](/docs/gallery-downloads/whole-gallery-downloads).

## Messages your client might see

| They see | What it means |
| --- | --- |
| "That PIN didn't work. Check it and try again." | Wrong PIN. Their email is kept, so they only fix the code. |
| "Too many attempts. Please wait a few minutes and try again." | Too many wrong PINs in a short time. It clears on its own. |
| **This download link has expired** | The 48 hours are up. **Request again** fixes it. |
| **Open the gallery first** | They went to the download page directly. Open the gallery link, then **Download gallery**. |
| **Downloads are not available** | Downloads are off for this gallery. |
| "Download failed" | Something went wrong on that file. Trying again usually works. |

## Things your client can't do

- **Right-click to save.** It's turned off on purpose. The download button is the way in.
- **Download without an email.** Everyone gives one before their first download.
- **Download from view-only chapters.** Those photos and videos have no download button.

## Send them the client guide

[Downloading your photos](/docs/for-clients/downloading-your-photos) and [Downloading videos from your gallery](/docs/for-clients/downloading-videos) are written for your client. Paste the link into your gallery email and most questions answer themselves.

## Frequently asked questions

### Will my client be asked for the PIN every time?

No. Once your client enters the download PIN, it's remembered on that device for 24 hours after their last download. A new device or browser asks again.

### Why does my client see two sizes?

Your client sees two download sizes when you've turned on both **Original** and an optimized size. If you'd rather they didn't choose, turn one off in **Settings → Downloads**.

### Does my client need an account to download?

No. To download, your client only gives their email and, if you use one, the download PIN.

### My client is on Android. Is it different?

A little. On Android, photos save the way they do on a computer, straight to the phone's downloads, with no extra panel. Our client guide covers both.