# My client can't open their gallery

> Your client's CoreHue gallery link isn't working? Check expiry, status, passwords, the link itself and storage limits, with the exact message your client sees.

Source: https://help.corehue.co/docs/troubleshooting/client-cant-open-gallery/

That's a stressful one, so let's get the link working again. First, open the link in a private or incognito window. When you're signed in to CoreHue you can always see your own galleries, even unpublished ones, so a normal window can make a broken link look fine.

Then ask your client exactly what they see. The message on screen points straight at the cause.

## What your client sees, and what it means

| Your client sees | Most likely cause | Jump to |
| --- | --- | --- |
| **This gallery has expired**, with a note to contact you for access | The **Auto expiry** date has passed | [Expiry](#the-expiry-date-passed) |
| **This page isn't available** ("The link may be incorrect, or the page may have been removed by its creator.") | The gallery is unlisted, still a draft, restricted for storage, or the link is wrong | [Status](#the-gallery-isnt-published) |
| A password screen they can't get past | They don't have the password, or are using the wrong one | [Passwords](#theyre-stuck-on-the-password-screen) |
| **Invalid password. Please try again.** | The password is wrong or out of date | [Passwords](#theyre-stuck-on-the-password-screen) |
| A message starting **Too many attempts** | Too many wrong passwords in a short time | [Passwords](#theyre-stuck-on-the-password-screen) |
| The gallery opens but they can't download | Download settings, not access | [Downloads not working](/docs/troubleshooting/downloads-not-working) |

## The expiry date passed

This is the usual reason a link that worked last month has stopped. If you set **Auto expiry** under the gallery's **Settings → Sharing**, the gallery hides itself on that date and becomes **Unlisted**.

To fix it, publish the gallery again. Publishing clears an expiry date that has already passed, so it won't trip again straight away. If you'd like a new end date, set one in the future. See [Setting a gallery expiry date](/docs/galleries/gallery-expiry-dates).

## The gallery isn't published

Only **Published** galleries open for visitors. A **Draft** has never been live, and **Unlisted** takes a gallery offline completely. There's no "live but hidden" in between. Check the status beside the gallery name and choose **Publish** if needed. See [Draft, published and unlisted galleries](/docs/galleries/gallery-statuses).

## The gallery is restricted

If your account is over its storage limit, CoreHue restricts your oldest galleries until the rest fit. A restricted gallery shows a **Restricted** badge in your gallery list, and your client sees "This page isn't available". Free up space or upgrade and the restriction lifts on its own. See [When you're over your storage limit](/docs/plans-and-billing/over-your-storage-limit).

## They have the wrong link

Send a fresh link rather than working out what's wrong with theirs. The usual culprits:

- You changed the gallery's address under **Settings → Sharing → Gallery URL** after sharing it. See [Changing a gallery's web address](/docs/gallery-sharing/changing-your-gallery-address).
- You changed your CoreHue URL, which breaks every link you've already sent. See [Changing your CoreHue URL](/docs/account/your-corehue-url).
- The link uses your own domain and your account moved to Free, which disconnects a custom domain. Your `yourname.corehue.co` links still work. See [Connecting a custom domain](/docs/account/connecting-a-custom-domain).
- The link got cut in half when it wrapped across two lines in a message.

**Share** in the gallery header has a copy button for the link.

## They're stuck on the password screen

A gallery can have up to three gates, all under **Settings → Access**:

- **Gallery password**, which everyone with the link needs.
- **Client access**, a second, private password just for your client. The access screen offers **Client access** and **Guest access**, so make sure they pick the right one.
- **Email registration**, which asks every visitor for an email address.

It's easy to add a password and forget to send it. The **Share** dialog lists each password with a copy button. After too many wrong tries, CoreHue pauses attempts for up to 15 minutes, so ask your client to wait and then use the password you send. See [Who can see your gallery](/docs/gallery-sharing/who-can-see-your-gallery).

## Some photos or chapters are missing

If your client is in but can't see everything:

- A chapter set to **Hidden from visitors** under **Settings → Sharing → Chapter visibility** is hidden from everyone. See [Hiding chapters from visitors](/docs/gallery-sharing/hiding-chapters).
- **Client-only chapters** only appear for someone who came in with the client password. If your client chose **Guest access**, they won't see them. See [Keeping chapters private to your client](/docs/gallery-sharing/client-only-chapters).
- Photos still processing, or that failed to process, never show to clients. See [When photos fail to process](/docs/galleries/photos-failed-to-process).
- Videos that are restricted are hidden. See [Restricted gallery videos](/docs/gallery-video/restricted-videos).

## Make the next one smoother

When you share by email, tick the passwords and the **Download PIN** under **Include in email** so everything arrives in one message. If you use an expiry date, mention it in the email. And send your client [I can't open my gallery](/docs/for-clients/cant-open-your-gallery), which walks them through it in their own words.

## Frequently asked questions

### The link works for me but not for my client. Why?

You're signed in to CoreHue, so you can see your own galleries whatever their status. Open the link in a private window to see what your client sees.

### Does unlisting a gallery delete anything?

No. Unlisting only takes the gallery offline. Publish it again and everything comes back exactly as it was.

### My client says the password doesn't work. What should I check?

Make sure they're using the right one: the client password and the gallery password are different. Copy it fresh from the **Share** dialog, and if they've had several wrong tries, ask them to wait about 15 minutes before trying again.

### Will my client know why the gallery is unavailable?

No. They only see "This page isn't available" and a note that the link may be wrong, so it's worth telling them what happened once you've fixed it.