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Troubleshooting

Running into something? Here are solutions to the most common issues.

Uploads​

My photos won't upload​

  • Check the format. CoreHue supports JPEG, PNG, WebP, HEIC, HEIF, TIFF, and GIF. RAW files (CR2, NEF, ARW, etc.) are not supported.
  • Check the file size. Each photo needs to be under 50 MB.
  • Check your internet connection. Large uploads need a stable connection. Try uploading fewer files at a time.
  • Try a different browser. If uploads keep failing, switch to Chrome or Firefox and try again.

When you first upload, you might see a soft placeholder for a few seconds while the optimized versions are created. This clears up automatically. If it stays blurry, try refreshing the page.

Payments​

The Pay button doesn't appear on my invoice​

  • Is Stripe connected? Go to Invoices > Settings and check your Stripe status. Both charges and payouts need to be enabled.
  • Does the currency match? The invoice currency must match your Stripe account's currency.
  • Is there a balance due? The pay button only shows when there's money owed.

Client says they paid but it's not showing​

Online payments usually appear within a few seconds. If it's been longer:

  • Ask the client if they completed the full checkout (sometimes they close the page too early).
  • Check your Stripe dashboard directly to see if the charge went through.
  • If the charge is in Stripe but not in CoreHue, reach out to us at hello@corehue.co and we'll sort it out.

I need to refund a payment​

Go to the invoice, find the payment, and click Refund. For Stripe payments, the refund is processed through Stripe. For manual payments, you handle the actual refund yourself and CoreHue updates the records. See Refunds.

Emails​

My client didn't receive the invoice/contract/questionnaire​

  • Check their spam folder. Ask the client to check spam or junk.
  • Verify the email address. Make sure the client's email is correct in their profile.
  • Check your sent items. On the invoice/contract/questionnaire detail page, you can see if it was sent successfully.
  • Resend it. You can resend invoices, contracts, and questionnaires from their detail pages.

Bookings​

My booking page shows no available times​

  • Check your availability schedule. Go to Bookings > Settings and make sure you've set up your weekly hours.
  • Check date overrides. You might have blocked the dates by accident.
  • Check advance notice. If your advance notice is set to 48 hours, clients can't book anything within the next 2 days.
  • Check Google Calendar. If connected, busy events on your Google Calendar block availability.

A client says a slot was available but they couldn't book it​

Slots are held temporarily while a client is filling out the booking form. If someone else was in the process of booking the same slot, it would show as unavailable. The hold expires after a few minutes if they don't complete the booking.

Galleries​

  • Is it published? Draft galleries are only visible to you. Make sure the gallery status is "Published."
  • Is the URL correct? Double-check the slug matches what's in your gallery settings.
  • Has it expired? If you set an expiry date and it's passed, visitors will see a different message.

Visitors can't see all the chapters​

Some chapters might be set to Client only. Guests won't see these. Only visitors who authenticate with the client password can view client-only chapters. See Chapters.

Contracts​

Client says they can't sign​

  • Has the contract expired? Check if you set an expiry date that has passed.
  • Was the contract voided? Check the contract status in your dashboard.
  • Are required fields filled? The sign button only becomes active after all required fields are completed.

Account​

I forgot my password​

Go to the login page and click "Forgot password." Enter your email and we'll send you a reset link.

I signed up with Google and want to add a password​

Go to Settings > Password. You can set a password there to enable email/password login alongside Google sign-in.

Still stuck?​

If none of these solved your problem, reach out to us at hello@corehue.co with a description of what's happening and we'll help you out.