| Not ready just yet. " is still putting together. You'll get a link as soon as it's ready."</td>
<td>The gallery is a draft, or you unpublished it. The link is not on.</td>
<td>Publish it. See <a href="#publish-first">Publish first</a>.</td>
</tr>
<tr>
<td>The lock screen: <strong>Password</strong> field and <strong>Unlock</strong></td>
<td>The gallery has a password and the couple has not entered it, or entered it wrong ("That password didn't match. Try again?").</td>
<td>Send them the password again. Passwords are case-sensitive. See <a href="#locked-wrong-password-or-too-many-tries">Locked</a>.</td>
</tr>
<tr>
<td>"Too many tries in a row. Give it a minute, then try again."</td>
<td>Ten wrong passwords inside a minute.</td>
<td>Wait a minute, then try once with the right password.</td>
</tr>
<tr>
<td><strong>This link has expired</strong>. "The link to <title> is no longer active. <Studio> can send you a fresh one."</td>
<td>The expiry date on the gallery has passed.</td>
<td>Move or clear the date. See <a href="#expired">Expired</a>.</td>
</tr>
<tr>
<td><strong>This link doesn't lead to a film</strong>. "Check the link you were sent. A missing letter or an extra space is usually all it is."</td>
<td>The link was mangled in a message, or points at nothing.</td>
<td>Copy the link again from the Share panel and resend it. See <a href="#wrong-link">Wrong link</a>.</td>
</tr>
<tr>
<td>Nothing loads, or a page saying the site cannot be found</td>
<td>The gallery is on a custom domain that is not live yet, or the DNS record is gone.</td>
<td>See <a href="#custom-domain-not-live-yet">Custom domain not live yet</a>.</td>
</tr>
<tr>
<td>The gallery, but with stale films or the old order</td>
<td>Their browser cached the page.</td>
<td>Ask them to reload.</td>
</tr>
</tbody>
</table>
<p>The <strong>Email <Studio></strong> buttons on these pages only appear when your studio has an email address on <strong>Your details</strong>; without one the couple has no button to write to you from the page.</p>
<h2 id="publish-first">Publish first</h2>
<p>A draft link stays dark whatever else you change. Open the gallery in the editor and look at the top right.</p>
<ol>
<li>If the button reads <strong>Publish</strong>, click it and confirm in <strong>Publish this gallery?</strong>. The link turns on the moment you do. See <a href="/help/deliver-sharing/publish-a-gallery/">Publish a gallery</a>.</li>
<li>If it refuses with "Add a film before publishing. This delivery has no video yet." or "Your film is still being prepared. Publish will be ready the moment it lands on the page.", a film has to land first. Wait for the card in the Films panel to clear.</li>
<li>If the pill reads <strong>Published · <date></strong>, the link is on. The couple has an old page open; ask them to reload. If you unpublished and republished, the same applies.</li>
</ol>
<p>Publishing turns the link on but sends nothing. Email the link from the Share panel or copy it and send it yourself. See <a href="/help/deliver-sharing/email-the-couple/">Email the couple</a>.</p>
<h2 id="locked-wrong-password-or-too-many-tries">Locked: wrong password or too many tries</h2>
<ol>
<li>Open <strong>Access</strong> in the editor rail. Under <strong>Require a password</strong>, the label reads <strong>Password (currently set. Type a new one to replace)</strong>.</li>
<li>Type a new password and send it to the couple. The old one stops working the moment you save.</li>
<li>Click <strong>See the lock screen</strong> to check the gate yourself; your owner session normally skips it.</li>
</ol>
<p>Once the couple has unlocked, their browser stays unlocked, so a couple who "keeps getting asked" is usually on a different device or in a private window. See <a href="/help/deliver-galleries/password-and-expiry/">Password and expiry</a>.</p>
<h2 id="expired">Expired</h2>
<p>The link works until the end of the <strong>Expires on</strong> day in your studio's timezone.</p>
<ol>
<li>Open <strong>Access</strong> in the editor rail.</li>
<li>Under <strong>Set an expiration date</strong>, pick a later date, or switch the row off to remove the date altogether.</li>
</ol>
<p>The same link works again at once; you do not need to resend it. If it expired earlier than you expected, check the timezone under <strong>Settings</strong> > <strong>Your details</strong>.</p>
<h2 id="wrong-link">Wrong link</h2>
<p><strong>This link doesn't lead to a film</strong> carries no studio branding, because there is no gallery to take it from. It almost always means the link broke in transit.</p>
<ol>
<li>Open the gallery in the editor and click <strong>Share</strong>.</li>
<li>Click <strong>Copy</strong> next to the link at the top of the panel and paste it into a fresh message. Do not retype it.</li>
<li>If you changed the link ending, both the old and the new ending still open the gallery, so a link you sent before the change is not the problem.</li>
</ol>
<p>A link that a couple pasted from a screenshot, or that lost its last few characters in a text message, gets this page.</p>
<h2 id="custom-domain-not-live-yet">Custom domain not live yet</h2>
<p>If you are moving galleries to your own domain, links on that domain only work once <strong>Settings</strong> > <strong>Your domain</strong> shows <strong>Live · <domain></strong>.</p>
<ul>
<li><strong>Pending · <domain></strong>: the DNS record has not been confirmed. Galleries still publish on the Hailo link, and that is the link to send. Give the record a few minutes, then open the page and click <strong>Check again</strong>.</li>
<li><strong>Problem · <domain></strong>: the check failed. The line under the chip says why. Compare the record at your domain provider with step 3 of the wizard; the usual mistake is typing the whole subdomain into <strong>Host / Name</strong> when the provider wants only the first part.</li>
<li>The gallery opens but the padlock is missing: the certificate is still being issued. Wait a few minutes.</li>
<li>You clicked <strong>Remove</strong>: old links on your domain stop resolving once the DNS record is gone. The Hailo links keep working. Resend those.</li>
</ul>
<p>See <a href="/help/deliver-sharing/custom-domain/">Publish galleries on your own domain</a>.</p>
<h2 id="you-changed-the-link-ending">You changed the link ending</h2>
<p>Changing the ending never breaks a link that is already out; every ending the gallery has had still opens it. If a couple cannot open the new one, check the Share panel: the ending is shown in green when it is one you chose and in grey when it is the random one. On a draft the caption reads "This link stays dark until you publish. The couple sees a 'not ready yet' page, whatever the ending is." See <a href="/help/deliver-sharing/custom-link-ending/">Custom link ending</a>.</p>
<h2 id="you-can-see-it-but-they-cannot">You can see it but they cannot</h2>
<p>As the owner, opening the link from Hailo or from your own signed-in browser shows you the gallery even when it is a draft, expired or locked. That view is yours alone. To see what the couple sees, click <strong>See the lock screen</strong> in the Access panel for a locked gallery, or open the link in a private window where you are not signed in to Hailo.</p>
<h2 id="the-text-message-preview-shows-the-old-card">The text-message preview shows the old card</h2>
<p>The card iMessage or WhatsApp shows next to a link is cached by that app the first time the link is sent. Changing the cover or the title later does not refresh a card that has already been rendered on the couple's phone. Send the link in a new message; a card for a password-protected gallery shows your studio name only, never the couple's names or a still. See <a href="/help/deliver-sharing/share-link-and-preview/">Share link and preview</a>.</p>
</div>
<section class="hc-related"><h2 id="related-articles">Related articles</h2><ul><li><a href="/help/deliver-sharing/what-the-couple-sees/">What the couple sees</a><span>Walk through the couple's gallery from the splash to the footer, and every page they can land on.</span></li><li><a href="/help/deliver-sharing/publish-a-gallery/">Publish a gallery</a><span>Turn the couple's link on, mark the project delivered, and take a gallery down again.</span></li><li><a href="/help/deliver-galleries/password-and-expiry/">Password and closing</a><span>How long a gallery stays up, how to close one sooner, and how to put a password on it.</span></li><li><a href="/help/deliver-sharing/custom-domain/">Publish galleries on your own domain</a><span>Point a subdomain of your website at Hailo so gallery links carry your brand.</span></li><li><a href="/help/deliver-sharing/custom-link-ending/">Custom link ending</a><span>Replace the random ending of a gallery link with the couple's names or anything you choose.</span></li><li><a href="/help/deliver-sharing/share-link-and-preview/">Share link and text-message preview</a><span>Copy the couple's link and control how it looks when you text it.</span></li><li><a href="/help/deliver-sharing/email-the-couple/">Email the couple their link</a><span>Send the gallery link from Hailo, with a subject and message you can check before it goes.</span></li></ul></section>
<footer class="hc-article-foot">
<div class="hc-foot-help"><strong>Still stuck?</strong> Send a note from the <a href="/contact">contact page</a> and a real person at Hailo answers. Include the studio name you signed up with and, if it is about a specific screen, what you clicked.</div>
<a class="hc-btn" href="/contact">Contact support</a>
</footer>
</article>
</main>
<aside class="hc-toc" data-toc><div class="hc-toc-title">On this page</div><ul><li><a href="#why">Why</a></li><li><a href="#match-the-page-they-see">Match the page they see</a></li><li><a href="#publish-first">Publish first</a></li><li><a href="#locked-wrong-password-or-too-many-tries">Locked: wrong password or too many tries</a></li><li><a href="#expired">Expired</a></li><li><a href="#wrong-link">Wrong link</a></li><li><a href="#custom-domain-not-live-yet">Custom domain not live yet</a></li><li><a href="#you-changed-the-link-ending">You changed the link ending</a></li><li><a href="#you-can-see-it-but-they-cannot">You can see it but they cannot</a></li><li><a href="#the-text-message-preview-shows-the-old-card">The text-message preview shows the old card</a></li></ul></aside>
</div>
<footer class="hc-foot">
<div class="hc-foot-inner">
<div>Hailo, the all-in-one platform for wedding filmmakers. © 2026 Hailo LLC.</div>
<div class="hc-foot-links"><a href="/help/">Help home</a><a href="/contact">Contact support</a><a href="/download">What's new</a><a href="/privacy">Privacy</a><a href="/terms">Terms</a></div>
</div>
</footer>
<div class="hc-search-modal" data-search-modal hidden>
<div class="hc-search-box" role="dialog" aria-modal="true" aria-label="Search help">
<div class="hc-search-row"><svg class="hc-search-ic" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="1.6" stroke-linecap="round" stroke-linejoin="round" aria-hidden="true"><circle cx="11" cy="11" r="7"/><path d="m20 20-3.5-3.5"/></svg><input type="search" data-search-input placeholder="Search the help center" autocomplete="off" spellcheck="false"><kbd>esc</kbd></div>
<div class="hc-search-results" data-search-results></div>
</div>
</div>
<script src="/help/help.js?v=20260915" defer></script>
</body>
</html>
|