When a couple can’t open their gallery, it is almost always one of three things: a mangled link, an unpublished gallery, or a hosting window that has ended. 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 no password to reset and no login to troubleshoot; if the link is right, the gallery is live, and the hosting window is open, it works.
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.
Common questions
Do couples need an account or password to open a gallery?
No. Couple galleries are private links — no sign-up, no login, ever. 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 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You are almost certainly signed in as the studio, which can mask an unpublished gallery or an ended hosting window.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 your original master files are untouched. 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.