Troubleshooting Client Gallery Access Issues
If your client is having trouble opening a gallery, can’t log in, or didn’t receive their invitation email, follow these steps to quickly identify and resolve the issue.
ISSUE: Client Says the “Open” Button Isn’t Working
The most common cause of this issue is sharing the preview link from your Client Galleries dashboard instead of using the Share button.
The preview link appears inside your control panel and overrides any password or email collection requirements you’ve turned on. It’s meant for internal use only and will not function properly for clients or third parties who try to enter a password.
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 correct 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 only. These links bypass password and email collection and often don’t work when shared externally.
Learn More: How To Share Your Client Galleries Events To Your Clients
ISSUE: Client’s Password Isn’t Working
STEP ONE
Double-check the password you set in the gallery event settings and make sure it matches what you shared with your client.
STEP TWO
Ask your client to type the password manually instead of copying and pasting. Passwords are case-sensitive, and copying/pasting can add extra spaces that cause errors.
STEP THREE
Confirm your client is entering the password in the correct field. The password must be entered in the password field, not the email field. Entering it incorrectly will prevent access.
ISSUE: Client Didn’t Receive the Email Invitation
STEP ONE
Go to the CONTACTS section in your PhotoBiz account and click your 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 or contact list using the following email address for our notfication server (emailsupport@mailbiz1.photobiz.com) to bypass potential spam filters.
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 gallery link and send it from your personal or business email address instead.
