Here are some common issues we have seen with galleries and clients and their galleries.
The images aren't showing in the right order
Your images need to be named and numbered in order of how you want them to appear in the client gallery. So depending on the number of images you are uploading:
If you have under 100 images you can start it at 10 - so ImageName10, ImageName11, ImageName12
If you have over 100 images, you have to start at 100 - so ImageName101, ImageName102, ImageName103
For help on how to rename images check out the following articles from Lightroom
The watermark is not showing on my client's gallery
"Help the watermark isn't showing on my client gallery!"
This happens when your clients have paid for all of the images, there is no need for the watermark protection on this gallery.
Client Gallery isn't showing the digital credit
"My client has 5 digital images in her package but she is saying it doesn't show any in her gallery"
This happens when the client logs in with a different email than what they booked with, you can check the email address in the Gallery Analytics of the Gallery. Check for misspellings too - you will be surprised at how many times the emails are entered incorrectly!
Recommendation: Make sure that the client gallery preview mentions uses the same email they are receiving the gallery email from.
Client Gallery isn't allowing my client to get past the preview page
"My client's gallery isn't letting her go past the cover page to download their images"
This can happen when your client is using an older Safari browser that isn't updated and we recommend your clients use Chrome.
Recommendation: Add in your client gallery preview email that you recommend they use Chrome on their desktop to view their gallery as Safari isn't as updated and can cause issues.
My Clients are not getting their gallery emails
"My client said they didn't receive the gallery link.'
Sometimes your client's inboxes will send them to the spam folder so ask them to check their spam folder for [email protected]. If you can ask them to mark it as 'not spam' and move it to their inbox that will help them get the next emails.
If it continues to happen, let us know as we are constantly monitoring Google changes to the email handling.
Recommendation: Remove any punctuation from the subject lines in your emails.
You can also follow up with a text to let them know you have sent them their gallery and to check their email!
My Clients can't open the downloaded images (zip files)
‘My clients can’t open zip files and they are asking me what to do’
First ask your client what device they are using and then send them the correct help article
iPhone / iPad
On Ios your images will be saved under files
Android
On Android your images will be saved under Myfiles or if you have Files by Google installed they will be saved in the same folder as where you extracted them from.
Mac
PC
https://support.microsoft.com/en-us/windows/zip-and-unzip-files-f6dde0a7-0fec-8294-e1d3-703ed85e7ebc