Troubleshooting Client Gallery Access Issues

If your client is having trouble opening a gallery or didn’t receive their invitation email, here are a couple of quick things to check:

ISSUE: CLIENT SAYS THE “OPEN” BUTTON ISN’T WORKING

STEP ONE:
Make sure you’re sending the correct link to your client.

STEP TWO:
Always use the Share button in the upper right corner of the event inside your Client Gallery when copying the link. This ensures your client receives the proper public access link, not the internal preview link from your control panel.

WHY THIS MATTERS:
Links copied from the top of the event (the preview link) are meant for internal use. They skip email collection and password protection, and often don’t work when shared externally.

ISSUE: CLIENT’S PASSWORD ISN’T WORKING

STEP ONE:
Double-check the password you’ve set in the gallery event settings and make sure it matches what you shared with the client.

STEP TWO:
Ask your client to type the password manually instead of copying and pasting. Passwords are case-sensitive, and extra spaces can easily be added when copying/pasting, causing errors.

STEP THREE:
Confirm your client is entering the password in the correct field. The password should be typed into the password field—not the email field. Entering it in the wrong place will prevent access.

ISSUE: CLIENT DIDN’T RECEIVE THE EMAIL INVITATION

STEP ONE:
Go to the CONTACTS section in your PhotoBiz account and click the client’s name.

STEP TWO:
Check their contact record for any bounce alerts. A bounced email means the message was rejected by the client’s email provider.

STEP THREE:
Go to the Email Invitations tab inside the event in Client Galleries and check the status of the invitation:

• Delivered – The email was successfully sent.
  
  
• Opened – The client opened the email.
  
  
• Clicked – The client clicked the link in the message.

STEP FOUR:
If the email bounced or wasn’t received, ask the client for a different email address or have them check their spam or junk folder. They can also add PhotoBiz to their safe senders list.

ADDITIONAL TIP:

Some email providers (such as those used by banks, universities, or private companies) may block automated messages. If your client still doesn’t receive the invitation email, use the Share button in the event to copy the direct link and send it to them from your personal or business email address.