Table of contents
- Overview
- Common scenarios and causes
- Fix: “Your photos are almost ready.”
- Fix: “Error! Incorrect access code.”
- Fix: “Missed the Sale? No Worries - Your Memories Are Safe!”
- FAQs
- The takeaway
Overview
Customers may report being unable to access their photos. This is typically caused by issues with access codes or the job status.
This guide helps you quickly diagnose and resolve the most common scenarios.
Common scenarios and causes
Use this section to identify what the customer is seeing and map it to the root cause.
- The job is in Planning mode + access code has been activated
→ Customer sees: “Your photos are almost ready.” + registration form
- The job is in Selling mode + access code has no photos attached
→ Customer sees: “Your photos are almost ready.” + registration form
- The job is in Selling mode + access code exists, but is not activated
→ Customer sees: “Your photos are almost ready.” + registration form
- The job is in Selling mode + access code does not exist, or you reused a code from a deleted job
→ Customer sees: “Error! You have entered an incorrect access code. Please try again”.
- The job is in Archived mode + access code is activated
→ Customer sees: “Missed the Sale? No Worries - Your Memories Are Safe!” + registration form
Fix: “Your photos are almost ready.”
This message usually means the job is not live or the photos are not properly linked to the customer's corresponding access code.
- Confirm the job status is now Selling.
- Confirm the customer's gallery is activated and uses the correct access code; if it is not activated or connected to the wrong gallery, resolve the issue. You can find further troubleshooting help here:
Manage unassigned or duplicated images in an album
Move multiple pictures between albums in GotPhoto - Confirm that the images are not hidden (they would show an eye icon as shown below). To unhide the image, select it, then click the strikethrough eye icon beneath the preview on the right of your screen
Fix: “Error! Incorrect access code.”
This error indicates the access code does not exist in your account.
- Please verify with your customer whether they may have typed in the wrong access code.
- Another scenario where a customer may get the error: If you reused access codes or blank QR codes from a job that you deleted. In this case, you'll need to follow the troubleshooting steps explained in this article to create new access codes in the current job: Accidentally deleted a job? How to recreate it and generate new access codes
Fix: “Missed the Sale? No Worries - Your Memories Are Safe!”
This shop message indicates the job is archived, so the customer missed the ordering period. While you can't reopen a single gallery, you can reopen the job.
To make an archived Photo Job available for sale again:
- On the Photo Job Main Settings page, remove the tick from Archiving, and set a new future archiving date.
- On the same page, deactivate your automated campaign for the Photo Job to prevent any unwanted notifications.
- Press the Save settings button before leaving the Job Settings.
- Set the job status to "Selling" and inform the customer that their gallery is now available.
FAQs
Why does the customer see “Your photos are almost ready”?
This usually means the job is still in Planning, or the photos are not linked to their access code.
Why is the access code not working?
The code may not be activated, or it isn’t connected to any photos.
What’s the fastest way to fix access issues?
Ensure the job is set to Selling, confirm photos are uploaded, and the corresponding gallery is activated , and ensure they are linked to the correct access code.
The takeaway
Most access issues come down to three things:
- The job is not set to Selling
- Photos are not uploaded to the correct gallery or are hidden
- Access codes are missing, inactive, or not linked to photos
Check these areas first to resolve most customer access problems quickly.