Client cannot log in
Goal: diagnose why a client contact can't get into their gallery or collection, and fix the underlying invite or login problem.
Symptom: "This invitation link is invalid or has expired"
Cause
Invite links are only valid for 14 days and only work once. A client user stays in pending status — unable to log in — until they follow their invite link and finish registering. If the link is older than 14 days, or has already been used to complete registration, it will be rejected with this message.
Fix
- Go to Client users & invites and find the client user under their client.
- If they're still pending, use Resend to email them a fresh invite link (this generates a new token with a new 14-day expiry).
- Alternatively, use Copy invite link and send the link to them yourself — useful if the invite email isn't arriving (see Emails not arriving).
- If they're already active, they don't need an invite link at all — direct them to the regular client login instead.
Symptom: an active client user can't remember their password
Cause
Once a client user has completed registration (status active), their invite link no longer works and they sign in with their email and password instead.
Fix
- Direct them to the client login page and have them use the Forgot password link.
- They'll receive a password reset email; following it lets them set a new password.
Symptom: the client logs in but doesn't see the gallery you expect
Cause
A client user only ever sees content belonging to their client — and only what's been published. If a gallery or collection was created for a different client, or hasn't been published yet, it simply won't appear for them. This is easy to mistake for a broken account when it's actually a scoping or publish-state issue.
Fix
- Confirm the gallery or collection is assigned to the correct client, not a different one or the company's own unassigned content.
- Confirm it's been published — an unpublished gallery is invisible to clients regardless of who they are.