FAQ and troubleshooting

Here are the answers to the most common questions. If your case isn't listed, see Contacting support.

I don't see a screen described in the help center

It's almost always a matter of role. Some features are reserved for studios or administrators. See Understanding your role.

I didn't receive my invitation

• Check your spam folder.
• Make sure the studio used the right email address.
• Ask for it to be resent: invitation links expire after a while.

I can't sign in

• Use the Forgot password link on the sign-in page.
• Sign in with the same address as the one on the invitation.

My photos don't show up right away

After an import, each media file goes through processing (previews, thumbnails, video preparation). Wait a few moments: the status changes from "Processing" to "Ready".

I can't download the deliverables

• Is the project actually at the Done step?
• The studio may require the invoice to be paid before download (see Invoices and payment).

I can't move to the next step

A condition is probably missing (for example, a rejected photo that hasn't been corrected). The unavailable button usually comes with an explanation. See Managing a project's progress.

A public link no longer works

The studio may have disabled sharing, or the link has expired. Ask them for a new link.