Client Says the Gallery Password Is Not Working

Everything below follows from these rules. They are the whole mechanism, not a summary of it.

There is no account-wide password and no client login. The client never signs in to anything, so there is no password reset for them to go through. The only password in play is the one on that gallery.

A protected gallery opens on a short page carrying your studio name and the gallery title, a line saying the gallery is private, one password field and an Open button. The field hides what is typed, so the client cannot see a typo. The button stays inactive until something has been typed.

On a wrong entry the page stays where it is and a short line appears saying that is not it, and telling the client to check with you, by your studio name. Nothing else changes, so the client can simply try again.

One detail is worth knowing. That same line also appears when the entry never reaches the server, for example on a dropped connection. A client on a weak signal can see the wrong-password message with the right password. Ask them to try once more on a steady connection before you change anything.

On a correct entry the page reloads and the gallery appears. Downloads are checked against the same remembered entry, so they work in the browser that entered the password.

Three different symptoms get reported as the same sentence. Each one has a different fix.

The third row saves the most time. A revoked gallery, or a link with a typo in it, never shows a password box. So a client who sees no box at all will never get in by typing, and a new password will not help them.

1. Capitals. The check is case-sensitive. If you set Garden2026 and the client types garden2026, it fails. Open the gallery in your studio, read the password exactly as it is stored, and send it again written out with its capitals.

2. The password changed after they received it. If you or someone using the studio account changed the password, every earlier message now carries a password that no longer works. Changing it also asks everyone who already opened the gallery to enter the new one. The link itself does not change.

3. Their browser filled in an old password. If the client's browser offers a saved password for the field, the gallery checks that value like any other. An old one fails. Ask them to clear the field and type the password by hand.

4. They are on a different gallery. Each gallery has its own password. A client with two galleries from you, say an engagement and a wedding, can easily type one gallery's password into the other. Check which link they opened against the gallery title on the password page.

5. A new browser or device. The remembered entry belongs to one browser. A client who unlocked the gallery on a laptop is asked again on their phone, and asked again after 30 days. That is expected. It only becomes a report when the client has lost the password in the meantime.

6. The other form of the link. A gallery can be reached at your subdomain address or at a clientgallery.io/g/ address. The remembered entry belongs to the address it was typed on, so a client who unlocked one form and later opens the other is asked once more. Same password, same gallery.

What is not on this list: a space at the end. Spaces at the start and end are removed both when you save the password and when the client enters it, so a trailing space copied out of an email does not cause a failure.

Open the gallery in your studio. In the left panel, under the client page options, there is a Password switch. When it is on, the field below it shows the current password in plain text, so you can read it exactly rather than guess.

• To change it: type the new password and click out of the field. A Saved mark appears next to it when the change has been stored. If you do not see Saved, it has not been saved.
• To remove it: switch Password off. The gallery then opens with the link alone, straight away.
• A blank field removes it too. Saving an empty field leaves the gallery with no password, even if the switch still shows on. If you meant to protect the gallery, make sure a password is actually saved.
• Length: a password set in the studio can be up to 60 characters. Anything longer is cut to 60 when it is saved, so the client would need to type only the first 60. Keep it short.

A change takes effect on the client's next visit. The gallery link stays the same, so there is no new link to send, only the new password. Remember that a change asks everyone again, including people who were already in. If one person has lost the password, resending the current one is kinder to everyone else than changing it.

The whole-account Pixieset import, run from one bookmark on the Pixieset dashboard, carries each collection's password across as the gallery's password. A gallery that was protected on Pixieset arrives protected here, not open.

Two things to know when a client of an imported gallery reports a problem.

• The imported gallery has a new link. A client typing the password on an old Pixieset link is on Pixieset, not on your new gallery. Send them the link from your studio. The answer on old links after a switch covers that conversation.
• The check here is exact. The password is stored as it came across, with spaces at the ends removed, and this gallery compares it exactly, capitals included. Read it in the studio field and send it written out. If clients remember it differently, set a new one.

The import brings galleries across at Pixieset's largest web size, not as original files, so keep your masters on your own drives. The full walkthrough is in the Pixieset switching guide.

Most password reports start in the delivery message. A few habits remove them.

• Put the link and the password in the same message, so a forwarded message carries both.
• Write the password on its own line, with its capitals exactly as set.
• Say in one sentence that capitals matter.
• Pick a password a person can read out over the phone. Your client will pass it to relatives, and a string of symbols costs them more than it protects.
• If you change the password later, send the new one to everyone who had the old one.

And be clear with yourself about what the password is for. It keeps a link from opening for someone who does not have the password. It cannot stop a client from passing both on, which is covered in the answer on sharing links.

This page states no external figure. Every statement on it describes clientgallery.io and was checked against the product code on 24 September 2026: the exact, case-sensitive comparison; spaces at the start and end removed on save and on entry; the 60-character limit in the studio; the server-side check; the 30-day remembered entry per browser and per address, tied to the current password; the parent gallery's password covering section links; the client-side password page and its wrong-entry line; the not-found page for revoked galleries and unknown links; the studio Password switch, its plain-text field and its save-on-leaving-the-field behaviour; and the Pixieset import carrying the collection password as the gallery password on a newly created gallery link.