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.
• A photo says Processing failed, or a chapter shows "images couldn't be processed". See When photos fail to process.
• CoreHue says a file type isn't supported. See Supported photo and video file types.
• A video has been processing for ages. See Why is my video still processing?
• A video shows a Restricted pill. See Restricted gallery videos.
• Galleries show a Restricted badge, or uploads say "Storage full". See When you're 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.
• Your client never got the gallery email. See My client didn't get the gallery email.
• Your client can see the photos but can't download them. See Downloads not working.
• You'd like to send your client their own help page. I can't open my 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.
• Your emails keep landing in spam or promotions. See Emails landing in spam.
• The reply box says "Upgrade to send and reply". See 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.
• A booking moved to Expired on its own. See A client's booking expired.
• A booking is stuck on Pending. See Why is a booking pending?
• You want to know how long an unpaid time is held. See Unpaid bookings and held times.

Payments and invoices

• A client says they've paid, but the invoice still shows a balance. See My client says they've paid.
• Stripe says Setup needed or In review, or isn't there at all. See Stripe isn't connecting.
• An invoice says Payments paused, Contract not signed or No payment method selected. See Invoices for bookings and proposals.
• Your own CoreHue subscription payment failed. See When a subscription payment fails.

Contracts and documents

• Your client can't sign their contract. See Your client is having trouble signing.

Plans and limits

• A box popped up asking you to upgrade. See I'm seeing an 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.

Your account

• Trouble signing in, codes, passwords or Google sign-in. See Signing in, passwords and Google.
• Your custom domain isn't connecting, or says it was disconnected. See Connecting a custom domain.

Still stuck?

Contact us or email [email protected]. 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 for what else is useful to include.