What your client sees when they download
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
- 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.
- The first time, a Download photo panel asks for whatever they haven't given yet: their email, the download PIN, or both. It's one panel, never a chain of prompts.
- If you offer two sizes, Choose download size asks which one. Ticking Remember my selection skips this next time.
- 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 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.
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.
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 and Downloading videos from your gallery 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.