Downloads not working
Your client is in the gallery, they can see their photos, and they still can't get them onto their computer. Most often it's the download PIN. Here's the full list, most likely first.
Quick checklist
- They don't have the download PIN. Every new gallery comes with a 4-digit Download PIN switched on. Without it, nothing downloads. Your client sees a Download PIN box, and a wrong one gives "Incorrect PIN. Please try again." or "That PIN didn't work. Check it and try again." Find the PIN under the gallery's Settings → Downloads (or copy it from the Share dialog) and send it, or switch the PIN off. See Using a download PIN.
- Downloads are switched off. If Allow downloads is off, the download page says Downloads are not available. Turn it on under Settings → Downloads.
- That chapter isn't downloadable. With more than one chapter, Enable downloads for lets you switch chapters off one by one. If the chapter your client wants is off, it won't appear on the download page. See Allowing downloads for some chapters only.
- They only downloaded part one. A large gallery comes as several parts, and each part has to be clicked. If your client says "some photos are missing" rather than "nothing downloaded", this is almost always why. Send them back to the download page to grab every part.
- The download link expired. A prepared whole-gallery download lasts 48 hours. After that the page says This download link has expired, with a Request again button that builds a fresh one. Your client doesn't need you for this.
- They opened the download page directly. If they see Open the gallery first, they need to open the gallery and enter the password or email it asks for first, then come back to download.
- Too many wrong tries. "Too many attempts. Please wait a few minutes and try again." means just that. Send the correct PIN and ask them to wait up to 15 minutes.
"I want the full-resolution files"
If your account is on the Free plan, clients get web-size downloads only. Original isn't offered, and the largest web size you allow is what they get. Your setting is kept, so originals come back as soon as you upgrade. See Download sizes explained.
On a paid plan, check that Original is ticked under Download sizes.
Videos won't download
Videos follow the same Allow downloads, chapter, email and PIN settings as photos. They download one at a time as MP4 files from the video viewer, and they're never included in the whole-gallery download. If a video doesn't appear at all, it may be restricted. See Letting clients download videos.
Saving on an iPhone or iPad
On an iPhone or iPad, a photo opens in a new tab with a Save to Photos prompt so your client can add it to their camera roll. If their browser blocks pop-ups, they'll see "Allow pop-ups to open the photo for saving to Photos." Ask them to allow pop-ups for the gallery and try again. See Saving photos to your iPhone or Android phone.
Other messages your client might see
| Message | What to do |
|---|---|
| Let's set up your download again | Their session timed out before they picked photos. They start again on the same page. |
| We couldn't prepare this download | Something went wrong on our side. Request again tries once more. |
| Download existing files? | They've prepared a download before. Download existing files reuses it, Choose new photos starts over. |
| This gallery is restricted (shown to you, not your client) | Your account is over its storage limit, so download links are paused. See When you're over your storage limit. |
Check it yourself
Open the gallery link in a private window and try a download, entering the PIN like your client would. It takes a minute and shows you exactly where they're getting stuck. The download experience article walks through every screen.
You can also send your client Downloading your photos, which explains the PIN, sizes and multi-part downloads in their words.
Frequently asked questions
Is the download PIN the same as the gallery password?
No. A gallery password controls who can see the gallery. The download PIN controls who can download from it. You can use one, both or neither.
Does my client have to enter the PIN every time?
No. Once they've entered it, it's remembered for 24 hours.
Is the whole-gallery download emailed to my client?
No. It's prepared on the page they're on, so ask them to keep that tab open until every part has downloaded. If they close it, the download stays available for 48 hours.
Can my client download favorites only?
They can download the chapters you've allowed. If you'd like to send them just their selections, use Send as download on their collection. See Sending favorites as a download.