My client can't open their 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 When you're signed in to CoreHue you can always see your own galleries, even unpublished ones, so a normal window can make a broken link look fine.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 |
| 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 |
| A password screen they can't get past | They don't have the password, or are using the wrong one | Passwords |
| Invalid password. Please try again. | The password is wrong or out of date | Passwords |
| A message starting Too many attempts | Too many wrong passwords in a short time | Passwords |
| The gallery opens but they can't download | Download settings, not access | 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.
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.
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.
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.
- You changed your CoreHue URL, which breaks every link you've already sent. See Changing your CoreHue URL.
- The link uses your own domain and your account moved to Free, which disconnects a custom domain. Your
yourname.corehue.colinks still work. See 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.
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.
- 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.
- Photos still processing, or that failed to process, never show to clients. See When photos fail to process.
- Videos that are restricted are hidden. See Restricted gallery 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, 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.