Client can't access a gallery

A private gallery can only be opened by the people you've invited, so most access problems trace back to the invite. Open the client in Studio and go to their Sharing page; the Currently Invited list there tells you who has access and who's still pending.

The invite email never arrived

1. On the Sharing page, check the Currently Invited list. If the invite is there with a pending status, the email was sent.
2. Ask the client to check spam and promotions folders for the invite.
3. Confirm the email address; a typo means the invite went somewhere else. If it's wrong, remove that invite and send a new one to the correct address.
4. Hover the invite's row and click the Resend Invite icon. A fresh email with a new sign-up link goes out.
5. As a fallback, use Copy Invite Link on the row and send the link to your client yourself.

"This link has expired or was already used"

The link in an invite email is single-use: it lets the client set their password once. Clicking it again later (or forwarding it to someone else) shows an error that the code has expired or was already used. Two fixes:

• If the client already created their account, they don't need the link anymore. They should go to the gallery's login page and sign in with their invited email and the password they chose. A password reset from that login page works too.
• If they never finished creating the account, click Resend Invite on their row to mint a fresh link.

Signed into the wrong account

Clients must log in with the exact email address the invite was sent to. Signing in with a different email (a personal address instead of the invited work one, or the other way round) creates or opens a different account with no access. Ask the client which address the invite came to, and have them log out and back in with that one.

Access was revoked

Removing someone from the Currently Invited list locks them out immediately; their next visit bounces to the gallery login and their credentials no longer open it. If you removed the wrong person, just send them a new invite. See Resend or revoke access.

The gallery is unpublished or the wrong visibility

The Sharing page states it plainly: "This client website is draft/public/private". Check which mode you're in:

• Draft: the gallery isn't published, so nobody can reach it, invited or not. Publish it first. See Share a gallery.
• Private: published, but only invited users can enter; anonymous visitors are sent to the login page. This is the normal setup for client work.
• Public: anyone with the link can view; no invite needed.

If a client reports a login page they can't get past, and their invite checks out, verify the gallery is actually published and that you didn't recently switch it back to draft.

Related

• Invite clients by email
• Resend or revoke access
• Client access codes