Client Portal Troubleshooting

Each problem below uses the portal's own message, followed by the fix it gives. If a message is not listed, skip to How To Reach Support.

My Photos Show A Watermark

The portal says: "You're viewing watermarked photo previews. Sign the Photography & Videography Release to download full-resolution photos and access the film." It says signing takes about a minute.

Fix: sign the release. You may also see "Sign the media release to unlock downloads." See How Photo And Film Delivery Works.

I Cannot Start The Release Signing

The portal says: "Could not start the release signing."

Fix: the message does not say more, so try again. If it keeps happening, message us.

My Gallery Says Delivery Is In Progress

The portal says: "Delivery is in progress. Check back soon, or open Galleries from the sidebar when your links go live."

Fix: wait and check back. Editing typically takes about 3–5 weeks after your event. We email you, and show it under Galleries, the moment everything is live.

My Galleries Are Not There Yet

You may see "Your galleries will appear after your event" or "Editing will begin soon, galleries will show up here when they're ready."

Fix: once we capture and edit your day, photos and film links show up on your project page and under Galleries. See What To Expect After You Book With Candid Studios.

I Cannot Watch My Film

The portal says: "Film appears when we publish the wedding film." You may also see "Sign the media release to watch the film."

Fix: if the film is not published yet, check back. If you are asked for the release, sign it. See How To Watch Your Film And Leave Feedback.

My Download Fails

You may see "Failed to download photos. Please try again." or "Unexpected response preparing the download."

Fix: try the download again. If it keeps failing, message us. If photos still show a watermark, sign the release first.

My Questionnaire Is Locked

The questionnaire opens in Read-Only Mode: "This questionnaire has been submitted and is locked. You can view your responses but cannot make changes."

Fix: contact your photographer if something needs updating. You can message them from Home. See How To Complete Your Pre-Production Questionnaire.

My Questionnaire Will Not Load

You may see "We couldn’t display this questionnaire. Refresh to load your saved answers." or "We couldn’t load your questionnaire. Your saved answers have not changed."

Fix: refresh the page to load your saved answers.

My Questionnaire Link No Longer Works

The portal says: "Older or expired invitation links still work with the account for your project. You can also open the latest invitation from Candid Studios."

Fix: use "Sign in to your project account," or open the latest invitation from Candid Studios.

My Venue Needs To Be Listed As Additional Insured

Some venues ask to be listed as an additional insured, or ask for special wording.

Fix: message Candid with the venue's exact legal name and contact email, and we will issue a custom certificate. See How To Get Proof Of Insurance For Your Venue.

My Documents Page Is Empty

The portal says: "Agreements, payment schedule, and estimates show up here once booking is confirmed. From Home you can also message Candid if something looks missing."

Fix: if booking is confirmed and something looks missing, message Candid from Home. You may also see "Documents like contracts and invoices will appear here as your project progresses."

My Event Details Or Team Are Missing

You may see "Your event details will show here once booking is confirmed." or "Your photographer and videographer will appear here once they're assigned."

Fix: these fill in once booking is confirmed and your team is assigned. If it has been a while, message us.

My Messages Will Not Load Or Send

You may see "We couldn't load your messages." or "We couldn’t confirm this message was sent. Your text is saved here; retrying it won’t create a duplicate."

Fix: try again. Your text is saved, and retrying will not create a duplicate. You can also email support@candidstudios.net. See How To Message The Candid Studios Team.

My Gallery Asks For A Password

The gallery says: "Enter the password to view this gallery."

Fix: if you do not have the password, the gallery says "Contact the photographer."

My Favorites Are Not Saved

The gallery says: "Enter your email to save your favorites and ratings. We'll remember your selections when you return."

Fix: enter your email in the prompt. See How To Favorite And Share Your Photos.

I Cannot Share A Photo To Instagram

The gallery says: "Instagram doesn't support web sharing. Download and upload manually."

Fix: download the photo, then upload it to Instagram yourself. See How To View And Download Your Photos.

The Vendor List Will Not Load

The portal says: "Could not load the vendor network. Try again or contact support."

Fix: try again. If your market has no recommended partners yet, we expand market by market, and you can ask your coordinator for personal recommendations anytime.

My Project Will Not Load

You may see "We couldn’t load your project." with "Your connection or access may have changed. Please try again."

Fix: try again. If your project says "This project has been archived and is no longer viewable," message us. The portal also offers to restore full access to photos, videos and documents for 60 days, with secure checkout via Stripe.

How To Reach Support

Choose Help in the sidebar. Under Message Candid, choose Open messages. You can also email support@candidstudios.net.

Message Candid is best for questions about your event, and we usually reply within one business day.