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My client didn't get the gallery email

Your client is waiting for their photos and the email hasn't shown up. CoreHue keeps a record of every gallery email it sends, so you can find out what happened in a minute instead of guessing.

Quick checklist​

  1. Was it actually emailed? Publishing a gallery doesn't send anything by itself, and Share with link gives you a link to paste rather than sending an email. Open the gallery's ⋯ menu and choose Email history. If the send isn't listed, it never went. Choose Share and then Share via email to send it now.
  2. Is the address right? In Email history, check the Email address column character by character. A single typo is the most common reason an email goes nowhere. The To field in the share composer starts empty each time, so a mistyped address doesn't fix itself next time.
  3. What does the status say? Read it against the table below.
  4. Is it in spam or promotions? If the status is Delivered, the email reached their mail provider. Ask your client to search their inbox, spam and promotions folders for your business name or the gallery title.

What each status means​

StatusWhat happenedWhat to do
On the way or SendingIt's going out nowGive it a minute
SentHanded to their mail providerWait a little, then check again
DeliveredIt reached their mail providerAsk them to check spam and promotions
Taking longerTheir provider is delaying it, usually for a short whileGive it a few hours
Not deliveredThe address is wrong or the mailbox doesn't existFix the address and send again
Marked as spamIt arrived and was reported as spam, sometimes by accidentContact them another way first
Could not sendIt failed before it leftSend it again
Not sentHeld back because earlier email to that address failed or was reportedConfirm the address another way

Delivered is as far as tracking goes. CoreHue can't tell whether your client opened the email, so a delivered email that's sitting unread looks the same as one they read.

Get it to them another way​

If the email is stuck, don't wait on it. Choose Share in the gallery header and copy the Gallery link, plus any Gallery password, Client password or Download PIN they'll need. Then send it however you already talk to them: text, WhatsApp, or a reply to an email thread they're clearly getting. The share dialog also has a WhatsApp button.

Sending it again​

  1. Open the gallery and choose Share, then Share via email.
  2. Add your client in To. Contacts linked to the gallery appear first under Gallery contacts.
  3. Under Include in email, tick the passwords and PIN they need.
  4. Tick Send a copy to me so you can see exactly what they received.
  5. Send. You'll see "Gallery sent" when it's on its way.

If the gallery has expired or isn't published, CoreHue won't send it. Publish it first, or clear or move the expiry date. See Sharing a gallery by email.

Help it land next time​

Mention during your last conversation that the gallery will arrive by email and roughly when, so your client looks out for it. Ask them to add your email address to their contacts. For more ways to keep out of spam folders, see Emails landing in spam, and for every kind of email, not just galleries, see My client didn't get my email.

Frequently asked questions​

No. Publishing makes the link work. The first time you publish, CoreHue takes you to the share composer so you can send it, but nothing goes out until you send it.

No. Email history shows whether the email was delivered, not whether it was read. The gallery's Activity tab shows downloads, collections and email registrations once your client starts using the gallery.

What name does the email come from?​

Your business name. The default subject is "your business name shared a gallery: gallery title", and you can change it before sending.

Yes. Type or pick several addresses in To before you send, for example both partners after a wedding.

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