Troubleshooting
Find the symptom, not the feature. Each answer is one screen, with the exact controls to use.
Signing in
CoreHue is asking for a 6-digit code before it lets me in
That's Confirm this sign-in. It appears when you sign in from a browser or device CoreHue hasn't seen you on before.
Open the email, enter the 6 digits, and you're in. The code lasts 10 minutes. If it hasn't arrived, wait for the Resend in countdown to finish and choose Resend code.
Once you've confirmed it, that browser is trusted for 180 days, so you won't be asked again on it.
I've forgotten my password
Reset takes four screens, and you stay in the same tab for all of them:
- Reset your password. Enter your email address, choose Send code.
- Check your email. Enter the 6-digit code, choose Verify code.
- Set a new password. Enter it twice, choose Reset password.
- Password reset. Choose Sign in.
Don't close the tab partway through. CoreHue carries your email address and the code you entered from one screen to the next. Start again in a new tab and you start from step 1.
My new password keeps being rejected
Two things can reject it.
The rules. At least 10 characters, with an uppercase letter, a lowercase letter and a number.
A breach. A password that meets every rule is still refused if it has appeared in a known data breach. The message says so. That isn't about your account being compromised, it's that the password is already in circulation. Pick a different one.
I signed in with Google and it asked me to confirm it's me
You already had an account on that email address, so CoreHue asks you to prove it before linking Google to it. The screen is Confirm it's you, and the button is Add Google sign-in.
If you know your password, enter it. If not, choose Use the email code instead and enter the 6-digit code sent to you. Codes last 10 minutes.
After that, either way in works.
I can't disconnect Google
Set a password first, under Settings → Account → Sign-in & security. CoreHue won't remove your only way in. See Account and data.
I'm signed out sooner than I expected
Keep me signed in. is ticked by default on the sign-in screen and keeps you signed in for up to 30 days. Unticked, it's one day.
Either way, 14 days without opening CoreHue signs you out. Sign in again.
Galleries
My client can't open the gallery link
Work down this list, most likely cause first: an expiry date that has passed, an unlisted gallery, one that was never published, the wrong link, a password nobody told them about, a changed CoreHue URL, or a lapsed subscription. The full version, with what to do about each, is in A client can't open their gallery.
Fastest check: open the link in a private window. That's exactly what your client sees.
The gallery says it has expired
An Auto expiry date passed. Your client sees This gallery has expired and is told to contact you, and the gallery moves itself to Unlisted.
Publish it again. That clears an expiry date that has already passed, so it won't trip a second time. A future expiry date is kept. Set or clear the date under the gallery's Settings → Sharing.
My client is being asked for a PIN before they can download
Every gallery is created with a four-digit download PIN already on. Open the gallery, go to Settings → Downloads, and either read the PIN so you can send it or switch it off.
Once a visitor has entered it, they aren't asked again for 24 hours of downloading. See Downloads.
Some of my photos wouldn't upload
Check the format. JPEG, PNG, WebP, AVIF and GIF are accepted. HEIC, HEIF, TIFF and RAW are not, so export to JPEG first. The limit per photo is 50 MB.
The upload panel has a Failed tab listing what didn't go through, with a retry. See Uploading photos.
The download link I prepared has stopped working
A prepared download lasts 48 hours. After that the page offers Request again, which builds a fresh one.
Bookings
Nobody can find my booking page
Two separate things have to be true.
The page has to be on. The switch is Public booking page, under Bookings → Settings → Booking Page, and it is off until you turn it on. While it's off, the address shows a not-found page.
Something has to be published on it. A page that's on with nothing published shows No services available right now. Publish a service from Bookings → Services.
Home tells you which of the two is wrong: Share booking page beside the Quick actions heading reads · Off or · No services.
No times are showing on my booking page
Work down: is your weekly availability set under Bookings → Settings → Availability? Is a date override blocking that day? Is your minimum notice ruling out the near term, or your booking window the far end? Is the booking gap wider than the space between existing bookings? Is Google Calendar hiding times? See Availability.
A booking is stuck as pending
Pending means something is outstanding. The booking page tells you which, under a heading such as Your signature is needed or Scheduling needed.
Confirm booking only appears when the last thing left is your approval. When payment is what's outstanding and you want to go ahead anyway, use Confirm before payment from the three-dot menu instead. See Why a booking is pending.
A booking expired on its own
The service collects payment, so the time was held rather than confirmed, and the payment deadline passed. That's the hold doing its job.
Expired is final. Open the booking and choose Create replacement booking to start a fresh one for the same client.
The deadline is Expire unpaid bookings after on the service. The clock starts when the client opens checkout or reports a manual payment, not when they booked. See Unpaid bookings.
My client says they weren't told I moved or cancelled their booking
They weren't. Both actions carry a notify switch that's off by default: Notify client in the reschedule dialog, Notify contact by email in the cancel flow. Tick it, or write to them from Messages.
My clients have stopped getting confirmation emails
Check the Booking confirmation switch under Bookings → Settings → Emails. That one controls your client's email, not your own notification. See Booking emails.
A service vanished from my booking page
Check whether it's unpublished. Core allows 5 published services, and moving down from Pro with more than five unpublishes the extras. The count sits next to Add service as 3 of 5 published. See Changing or cancelling your plan.
Payments
A payment shows as awaiting review
Your client reported paying you outside CoreHue and it's waiting for you to confirm it. Nothing is recorded against the invoice until you do, and while the claim stands the client has no pay button.
Go to Home, find N payments awaiting review under Needs attention, and open it. The same Payment review panel also sits on the invoice, booking or proposal the claim belongs to, so you can confirm it from there instead.
In the Payment review panel, Record payment confirms it, and the amount is filled in from what your client reported. Reject turns it down. Rejecting emails your client. Confirming doesn't, so tell them yourself if they're waiting to hear. See Reviewing payment proof.
My client says they've paid and nothing is showing
Almost always the case above: a reported payment sitting in review. The longer version, including card payments that look missing, is in They say they've paid.
There's no pay button on my invoice
Check three things.
Stripe. Under Payments → Settings → Payment methods, it has to read Connected, not Setup needed or In review.
The invoice. It has to accept at least one payment method. An invoice with none is a record to read, not a bill to pay. That's a fine thing to send, but not what you wanted here.
Where it's paid. An invoice attached to a booking or an accepted proposal is paid on that page, not on the invoice, and the invoice says so. If the booking or proposal was cancelled or expired, collection is paused and the invoice offers Continue collection. See Card payments.
Invoice reminders aren't going out
Automatic reminders need a due date on the invoice. Without one it's never overdue and never chased.
Check too that the invoice's reminders aren't paused, and that Invoice reminders is on under Settings → Reminders. You can send one by hand at any time from the invoice. See Settings → Reminders.
Messages
My client says they never got the email
Open the Email history on the record it was sent from. It's in the three-dot menu on a booking, inquiry, invoice, receipt, proposal, contract, questionnaire or gallery. It lists every send with a status:
| Status | What it means |
|---|---|
| On the way | Waiting to be sent |
| Sending | Being handed over now |
| Sent | Accepted by their mail provider |
| Delivered | Landed in their mailbox |
| Taking longer | Their provider is delaying it, usually temporarily |
| Not delivered | It couldn't be delivered, so the address is wrong or the mailbox is closed |
| Marked as spam | Delivered, then reported |
| Could not send | It failed at our end, worth trying again |
| Not sent | Blocked, because an earlier email to that address couldn't be delivered or was reported as spam |
Delivered is as far as it goes. There's no read receipt, so a delivered email that went unread looks the same as one they read. See When an email doesn't arrive.
A message in a thread says it wasn't delivered
The bubble carries This email wasn't delivered. with View details and Try again. Open the details first. A wrong address has to be corrected on the contact before Try again can work.
A warning says this address reported or blocked a previous email
An earlier email to that address couldn't be delivered, or was reported as spam. That's why CoreHue warns you. You can still send, and it may still be refused.
Check the address is right, and if it is, reach them another way and ask them to release CoreHue from their spam filter.
My client replied and I can't find it
A reply comes back into the same conversation in Messages. Two places it can hide:
An archived thread. A reply restores the thread to All messages automatically, so check there.
The Bin. Threads in the Bin are kept 30 days, and the reply box is replaced by Restore this conversation before writing a reply.
Documents
CoreHue won't let me send my contract
A variable in it can't be filled in. The message is Cannot send contract, and it lists each unresolved variable with the reason.
The usual causes are a booking or invoice variable on a contract with no booking or invoice attached, or a business detail you haven't entered yet under Settings → Business. Fix the cause or remove the variable, then send. See Variables and blanks.
I can't require a contract on a booking service
A service contract needs three things before it can be required: content in the contract, every variable resolving, and a saved signature.
The signature is the one people miss. The contract section on the service shows Signature needed, with Set signature beside it. See Your saved signature.
Contracts keep sitting at Signed
Signed means your client is done and it's waiting for you. Open the contract and choose Counter-sign. Only then does it reach Completed, and only a completed contract gives your client a PDF.
A proposal's contract can be set to apply your saved signature automatically instead, in the proposal's contract builder.
I can't find a questionnaire I sent
The Questionnaires list shows sent requests you created yourself. Drafts are hidden, and so is anything that came from a booking, an inquiry intake or a proposal.
Look on the booking, or open the contact and use their Questionnaires tab, which has a Source column showing where each one came from. See Viewing responses.
Domains
My domain says Needs attention
The badge means the last connection check failed. The status line under your domain reads Connection check failed, and your domain may still be working: CoreHue just couldn't confirm it.
Choose Check again. Changes to your domain records take a while to spread, so leave a few minutes between checks. Setup instructions aren't offered in this state, because the record was found once already.
Your yourname.corehue.co links keep working throughout, so nothing your clients hold is broken while you sort it out. See Your links and domain.
My domain says Not connected yet or Awaiting setup
The record hasn't been found. Not connected yet shows Could not reach your domain under the domain. Awaiting setup asks you to add the record below. Either way, choose Show beside Setup instructions, then add the record exactly as shown where you manage your domain. Then choose the button under your domain: Check connection on a domain you've just added, Check again on one that failed.
If it was working before, check the record hasn't been edited or removed where you manage your domain.
Every one of my client-facing pages shows not found
Check your subscription first. A lapsed account takes every public page offline at once, and your dashboard takes you to the plans screen. See Plans and free trial.
If the subscription is fine and this started after you changed your CoreHue URL, that's the cause. Changing it breaks every link you've ever shared. Send fresh ones.
Still stuck?
Contact support with what you were doing and what happened. If it involves something you emailed a client, the Email history on that record is usually the fastest thing to point at.