Client Galleries Events Troubleshooting

Troubleshooting Client Gallery Access Issues

Overview

If your client is having trouble opening a Client Gallery, logging in, or receiving their invitation email, there are a few common settings to check first. Most access issues are caused by using the wrong gallery link, entering the password incorrectly, or the invitation email being blocked.

In this guide, you will learn how to troubleshoot the most common Client Gallery access issues so your clients can access their galleries without delays.

ISSUE: Client Says the “Open” Button Isn’t Working

Open the Client Gallery event and confirm you are not copying the link from the top of the preview area or your browser address bar.

This type of link is intended for account owner preview only and may not work correctly for clients or third parties.

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

STEP TWO
Click the Share button in the upper right corner of the event.

Use this option whenever you need to copy the public gallery link or send the gallery to a client.

FINAL STEP
Send your client the link copied from the Share button.

This ensures they receive the correct public access link and can enter the password or email information required for that event.

Learn More: How To Share Your Client Galleries Events To Your Clients

Client Galleries Admin Link

Internal Use Only. This URL contains a piece of code to skip past your email collection, password, and email automation settings to allow you to preview the gallery from your control panel.

Client Galleries Share Button

Share your events to your clients using this option. This section contains the email invitation tool as well as the public share URL settings.

ISSUE: Client’s Password Isn’t Working

Client Gallery passwords are case-sensitive. If a password is copied and pasted, extra spaces may also be added by mistake. Using email invitations can also help incorrect passwords being used as you can include the password in the email invitation so the client can simply click a button to access the event.

STEP ONE
Open the gallery event settings and double-check the password assigned to the event.

Make sure the password matches exactly what you shared with your client.

STEP TWO
Ask your client to type the password manually instead of copying and pasting it.

This helps prevent extra spaces or formatting from being added before or after the password.

FINAL STEP
Confirm your client is entering the password in the password field, not the email field.

If the password is entered in the wrong field, the gallery will not open.

ISSUE: Client Didn’t Receive the Email Invitation

If your client did not receive their invitation email, the message may have bounced, gone to spam, or been blocked by their email provider.

STEP ONE
Log into your PhotoBiz account and click Contacts in the left-side menu.

Open your client’s contact record.

STEP TWO
Check the client’s contact record for any bounce alerts.

A bounced email means the message was rejected by the client’s email provider and was not delivered successfully.

STEP THREE
Go to the Email Invitations tab inside the Client Gallery event.

Review the status of the invitation to see whether the message was delivered, opened, or clicked.

STEP FOUR
If the invitation bounced or was not received, ask your client to check their spam or junk folder.

You can also ask them to add the PhotoBiz notification email address to their safe senders or contact list:

emailsupport@mailbiz1.photobiz.com

If needed, ask your client for a different email address and resend the invitation.

Additional Options or Helpful Notes

Using Email Invitations is the recommended best practice for sharing Client Galleries.

This method ensures your client receives the correct access link without needing to manually copy and paste anything.

Email Invitations also allow you to track engagement, including:

Whether the email was delivered
Whether it was opened
Whether the client clicked the gallery link

You can also choose to automatically include the gallery password when sending the invitation. This allows your client to access the gallery without entering the password manually, which helps prevent login issues.

Some email providers, including banks, universities, and corporate email systems, may block automated messages. If your client still does not receive the invitation, use the Share button to copy the gallery link and send it directly from your personal or business email.

Always use the Share button when sending gallery links. Do not copy the preview link from your control panel.

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