Have you invited your clients to view their password protected Gallery, but they are unable to access it, even though they are entering the correct password?
There are a few reasons why you could be experiencing this issue! Pixieset Passwords are both case and space sensitive. Your clients will need to enter passwords exactly how you have entered them in on your end or the system will not recognize it as the valid password. Below are two of the most common causes of passwords not working as expected.
Hidden Spaces in the Password
The most common error with Collection Passwords is there being a hidden "space" within the Password. When looking at the password itself from both your end, and the client's end, you wont be able to tell that there is a space located within the Password.
Here is how to tell if you've accidentally entered a space:
Open the applicable Collection, go to the Privacy section of the Collection Settings tab, and scroll to the Password field.
Simply click the password bar where you would type in the password itself. It will light up blue, and you will see your cursor begin to blink.
If you can see a space between the word and the cursor or " | " symbol, then you have accidentally entered a space with this password!
Simply hit Backspace or Delete to remove the space, once this is done successfully the cursor symbol should appear to be touching the word:
Once your password is successfully saved without a space your clients will now be able to access the Collection no problem! However, make sure that they do not have any cached information saved about the original password on their browser (as described below), or they may continue to experience the issue due to their browser auto loading the original information.
Previously Cached or Auto-Filled Passwords
Another common cause for a Collection password to not function as expected is a previously cached password, or an auto-filled password being entered by your web browser. Certain browsers will, at times, cache a previously entered password. It will then continue to submit this cached password, even when the correct password is being entered. To correct this, you'll want to clear your web browser's cache and cookies, before attempting to enter the password once again in a new browser session.
You can find more information on clearing your browser's cache and cookies here.
Client Access vs Guest Access
Sometimes visitors to your Collection may not know that you have different security options in place for logging in, and may select the wrong option on the login page. For example, if your Collection has both a Collection Password and a Client Exclusive Access Password, on the login page visitors will see 2 options: "Enter as Guest" and "Enter as Client". To Enter as Guest, they will need to enter the Collection Password, and to Enter as Client they need to enter the Client Exclusive Access Password. Make sure they are entering the right Password based on which Entry Method they selected.
Still having trouble?
If you continue to experience password issues, contact support at email@example.com!