It sometimes happens that despite uploading files, a client reports they cannot see them in their panel. Don't worry – it's usually a matter of one click or explaining to the client exactly where to look. This article will help you quickly verify the gallery settings.
Most common causes
Delivery not confirmed: Photos ready to be shared must be uploaded to the Photo Transfer tab, and then you need to click the Share with the client button.
Wrong tab: The client is looking for photos in the All tab, while downloadable files are located in the Downloads tab.
Verifying settings on the photographer's side
Before contacting the client, check a key element in your Mafelo panel.
1. Have the photos been handed over?
Simply uploading photos to the server does not automatically make them available to the client. You need to confirm this action manually.
Go to the editing view for the given gallery.
Open the Photo Transfer tab.
Check the delivery status. You can be sure the photos have been handed over if:
You see a button named Cancel photo upload (instead of "Share with the client Client").
Above the uploaded photos there is a banner with the message: The photos have been shared to the client for download: [Date and time].
In the Client Communication tab there is a system message confirming that the email about the downloadable photos was sent (along with the date it was delivered).
If the above conditions are not met and the button is named Share with the Client, click it to share the files.
📣Note: After clicking Share with the client, the system always automatically sends the client an email informing them that the photos are ready for download.
What to advise the client?
If everything looks correct on your side, the problem usually lies in the client's navigation within the panel.
Pointing to the correct tab
Clients often confuse the photo selection stage with the stage of downloading the final files.
Ask the client to log in to their panel at: client.mafelo.com/auth/login.
Point out that the panel contains different tabs.
Files ready for download are located in the Downloads tab.
If the problem persists, ask the client to send a screenshot (or a photo of the monitor taken with their phone) of what they see. This will allow you to immediately assess whether the client is in the right place in the panel.
💡Tip: You can also send the client your own screenshot with the correct tab highlighted to make navigation easier for them.
Frequently Asked Questions (FAQ)
Does the client receive a notification when I share the photos?
Yes, the notification is sent automatically the moment you click the Share with the client Client button. You do not need to enable this option in the settings – the system will do it for you.
Can the client download photos on a phone?
Yes, the client panel is responsive. However, we recommend downloading large photo packages (.zip) on a computer for greater convenience and connection stability.