# Troubleshooting

> Quick fixes for common CoreHue problems: gallery links, uploads, downloads, emails, bookings, payments and upgrade prompts. Find your symptom, jump to the fix.

Source: https://help.corehue.co/docs/troubleshooting/

Something isn't working and a client might be waiting. Find the symptom that sounds like yours below. Each link goes straight to a short checklist, most likely cause first.

> **The fastest check of all**
Open the link your client has in a private or incognito window. You'll see exactly what they see, signed out, without your own access getting in the way.

## Galleries and uploads

- **Photos won't upload, or uploads crawl.** See [Uploads failing or slow](/docs/troubleshooting/uploads-failing-or-slow).
- **A photo says Processing failed, or a chapter shows "images couldn't be processed".** See [When photos fail to process](/docs/galleries/photos-failed-to-process).
- **CoreHue says a file type isn't supported.** See [Supported photo and video file types](/docs/galleries/supported-file-types).
- **A video has been processing for ages.** See [Why is my video still processing?](/docs/gallery-video/video-still-processing)
- **A video shows a Restricted pill.** See [Restricted gallery videos](/docs/gallery-video/restricted-videos).
- **Galleries show a Restricted badge, or uploads say "Storage full".** See [When you're over your storage limit](/docs/plans-and-billing/over-your-storage-limit).

## Your client and their gallery

- **The gallery link won't open, or says the gallery is unavailable or expired.** See [My client can't open their gallery](/docs/troubleshooting/client-cant-open-gallery).
- **Your client never got the gallery email.** See [My client didn't get the gallery email](/docs/troubleshooting/client-didnt-get-gallery-email).
- **Your client can see the photos but can't download them.** See [Downloads not working](/docs/troubleshooting/downloads-not-working).
- **You'd like to send your client their own help page.** [I can't open my gallery](/docs/for-clients/cant-open-your-gallery) is written for them, in plain language.

## Emails and messages

- **A client says an email never arrived.** See [My client didn't get my email](/docs/messages/when-an-email-doesnt-arrive).
- **Your emails keep landing in spam or promotions.** See [Emails landing in spam](/docs/troubleshooting/emails-going-to-spam).
- **The reply box says "Upgrade to send and reply".** See [Messages on the Free plan](/docs/messages/messages-on-the-free-plan).

## Bookings

- **Your booking page shows no times, or no services.** See [Available times aren't showing on my booking page](/docs/troubleshooting/booking-times-not-showing).
- **A booking moved to Expired on its own.** See [A client's booking expired](/docs/troubleshooting/booking-expired).
- **A booking is stuck on Pending.** See [Why is a booking pending?](/docs/managing-bookings/why-a-booking-is-pending)
- **You want to know how long an unpaid time is held.** See [Unpaid bookings and held times](/docs/managing-bookings/unpaid-bookings).

## Payments and invoices

- **A client says they've paid, but the invoice still shows a balance.** See [My client says they've paid](/docs/troubleshooting/client-says-theyve-paid).
- **Stripe says Setup needed or In review, or isn't there at all.** See [Stripe isn't connecting](/docs/troubleshooting/stripe-not-connecting).
- **An invoice says Payments paused, Contract not signed or No payment method selected.** See [Invoices for bookings and proposals](/docs/invoices/invoices-for-bookings-and-proposals).
- **Your own CoreHue subscription payment failed.** See [When a subscription payment fails](/docs/plans-and-billing/when-a-payment-fails).

## Contracts and documents

- **Your client can't sign their contract.** See [Your client is having trouble signing](/docs/contracts/client-having-trouble-signing).

## Plans and limits

- **A box popped up asking you to upgrade.** See [I'm seeing an upgrade prompt](/docs/troubleshooting/upgrade-prompt). It lists every prompt, what set it off and what you can do instead.
- **You want the full picture of what changes on Free.** See [What's included on the Free plan](/docs/plans-and-billing/the-free-plan).

## Your account

- **Trouble signing in, codes, passwords or Google sign-in.** See [Signing in, passwords and Google](/docs/account/signing-in-and-security).
- **Your custom domain isn't connecting, or says it was disconnected.** See [Connecting a custom domain](/docs/account/connecting-a-custom-domain).

## Still stuck?

[Contact us](/contact) or email hello@corehue.co. Tell us what you were trying to do, what you saw (the exact message helps a lot), and which gallery, booking or invoice it's about. See [Getting help from the CoreHue team](/docs/getting-started/getting-help) for what else is useful to include.