It sometimes happens that a client reports not receiving the login credentials email. Don't worry — resolving this issue usually only takes a moment! This guide will help you diagnose the cause and quickly restore your client's access to their photos.
When to use these instructions
No access to photos: When a client contacts you to let you know they cannot log in to their gallery.
Verifying delivery: To make sure that everything was correctly sent from your Mafelo panel.
How to resolve the missing email issue for a client
Below you will find a list of the most common causes and instructions on how to quickly address this problem.
Step 1. Check whether the gallery was sent to the client
Go to the Details tab.
Make sure you clicked the Share gallery to the client button.
Go to the Client Communications tab to verify whether the system recorded the message as sent.
⚠️Important: For a client to be able to log in for the first time, the gallery must be physically assigned to them and sent from the Mafelo system.
Step 2. Verify the email address is correct
Go to the Clients tab in the main panel.
Find the relevant client and click Edit.
Check the email address carefully.
If you find an error, correct it, click Save, and resend the gallery to the client.
💡Tip: A simple typo (e.g. "@gamil.com" instead of "@gmail.com") is the most common reason emails don't reach their recipients.
Step 3. Ask the client to check their Promotions and Updates folders
Sometimes email filters route system messages to folders other than the main "Inbox". Our emails do not end up in spam, but they may be categorised differently.
Ask the client to look in folders such as Promotions or Updates.
Suggest the client search their mailbox for the word "shared". The subject line of the system email from Mafelo is typically: "
,,Your Name / Studio Name'' has shared a gallery with you".
Step 4. Suggest the client reset their password
If the gallery was sent correctly, the email address is error-free, and the client still cannot see the message, ask them to reset their password on their own.
Send the client the link to the login page:
https://client.mafelo.com/auth/login.Instruct them to click Forgot your password?.
Ask the client to enter their email address and confirm.
A direct link will be sent to the provided address, allowing the client to set a new password and log in to the system instantly.
If you have any issues, contact us via chat
You can contact us directly at any time. Click the blue chat bubble in the bottom-right corner of the screen in the Mafelo app.
💡Pro tip: Including the client's email address or a link to the problematic gallery in your first chat message will significantly speed up the resolution of your issue.
Frequently Asked Questions (FAQs)
Can the client reset their own password?
Yes, the client can reset their own password. They simply need to go to the Mafelo login page and use the password recovery option by entering their email address.
Why is the Mafelo email not visible in the main inbox folder?
Mafelo emails rarely end up in the spam folder, but they are often categorised by smart email filters from providers (such as Gmail, WP, or Onet) as a notification or promotion. Therefore, it is worth checking the ,,Promotions" and ,,Updates" tabs first.