When a couple can’t open their gallery, it is almost always one of four things: a mangled link, an unpublished gallery, a hosting window that has ended, or a password they no longer have. Check them in that order — the whole diagnosis takes two minutes.
Work through these in order
Couples never create accounts on Knotflix — the link itself is the key, so there is never a login to troubleshoot. The one thing that can sit in front of a gallery is a password, and only if you put it there.
Open the link yourself in a private/incognito window first. You are usually signed in as the studio, so a gallery can look fine to you while the couple sees nothing. Incognito shows you exactly what they see.
Check the link is intact. Long URLs get wrapped, truncated, or half-copied by email clients and messaging apps — the most common cause by far. Compare it character-for-character against the share link in your dashboard, or just resend it fresh and ask the couple to tap it directly rather than copy-paste.
Confirm the gallery is published. A gallery you can browse while logged in is not necessarily live for the couple yet. If your incognito test fails too, publish state is the likely culprit.
Check the hosting window. Every gallery includes 90 days of hosting. Past that, the couple lands on an extension page instead of their films — that is working as designed, not a broken link. They can extend on the spot (half of what they pay is paid out to you), or you can extend it for them from your dashboard.
If you locked this gallery, check the password. A couple who says the page “asks for something” has hit the password box, not an error. Open the wedding in your dashboard, read the password off the screen or hit Resend, and they are in. See Locking a gallery with a password.
Common questions
Do couples need an account to open a gallery?
No — never. There are no couple accounts on Knotflix, with or without a password. If a couple has ended up on a sign-in page they have wandered to the studio side of the site; send them the gallery link again.
The gallery is asking them for a password — is that a bug?
No, it means the gallery is locked. Passwords are off unless you set one, so if you did not lock it, check you are looking at the right wedding. If you did, read the password off your dashboard or resend it to the couple.
The link works for me but not for the couple — why?
You are almost certainly signed in as the studio, which can mask an unpublished gallery or an ended hosting window. Test the exact link in a private/incognito window; whatever you see there is what the couple sees.
The hosting window ended — did their films disappear?
No. The gallery is paused, not deleted, and nothing in it is removed. The couple can extend hosting themselves from the page they land on, and half of every extension is paid out to your studio.
Still stuck? We’ll take a look
Knotflix is run by a working studio — reply to any Knotflix email and a filmmaker answers.