Troubleshooting

Start with the live-versus-draft check

1. 01Open Portfolio > PublishingRead the status. Not published means there is no live version. Unpublished changes means the live site is still showing the last successful version.
2. 02Open View live portfolioDo not use a preview URL to judge the live site. Confirm the hostname and path in the browser.
3. 03Review changesExpand Review changes to see whether the missing or outdated portfolio, gallery, or photo item is still in the draft.
4. 04Preview, then publishGenerate Preview changes. If it is correct, select Publish changes and wait for completion.

Portfolio is not published

• Verify the account email and accept the current Terms when Studio requests it.
• Reserve a public username.
• Choose a portfolio cover or make a processed photo Public so it can be used as the cover.
• Create at least one Public gallery with at least one Public, Ready photo.
• Open Dashboard or Billing and confirm the account is within current plan limits.
• Open rejected or restricted photos and remove them from public output before publishing.

A gallery is missing

1. 01Check Gallery detailsPublic appears on the portfolio index. Unlisted publishes only at its direct URL. Draft remains private.
2. 02Check the photosA Public gallery needs at least one photo that is both Public and Ready. Rejected, Draft, and still-processing photos are excluded.
3. 03Check password protectionPassword-protected galleries are omitted from the portfolio gallery index. Open the direct gallery URL and test the password gate.
4. 04Publish changesSaving the gallery updates only the Studio draft.

A photo is missing or looks wrong

• Open Edit photo and confirm its status is Ready and Public.
• Confirm it is placed in the intended gallery; a photo in the library does not automatically appear in a gallery.
• If it is missing only from the live site, preview and publish changes.
• If the crop cuts off the subject, adjust Crop focus and check Desktop and Mobile.
• If the image fails to process, use Refresh status, then export a fresh sRGB JPEG and upload it as a new photo if the failure persists.
• If a deleted photo still appears live, publish the removal. The previous successful version remains live until then.

A password does not work

1. 01Rule out a stale live versionIf the password was created or changed in Studio, publish the portfolio before testing the public URL.
2. 02Enter it exactlyPasswords are case-sensitive and can be 6 to 128 characters. Check for spaces added by copying.
3. 03Set a new passwordISO100 cannot display or recover the current password. Open Gallery details, enter a replacement under Gallery password, save, and publish.
4. 04Test in a fresh pageReload the direct gallery URL and unlock it with the new password before sharing.

Custom domain is not active

• Confirm the hostname is a subdomain such as www.example.com or portfolio.example.com.
• Check that the CNAME and TXT records match Studio exactly.
• Wait for DNS propagation, then select Check DNS.
• Remove conflicting records for the same hostname at your DNS provider.
• If DNS is connected but the page is missing, confirm that the portfolio itself is published.
• Test username.iso100.photos. If it works, the portfolio publish is healthy and the remaining problem is domain setup or Plus eligibility.
• If the domain is Suspended, confirm Plus is active and select Reactivate.

A previous version needs to return

1. 01Open Portfolio > PublishingExpand Publish history and select Open publish history.
2. 02Choose the versionUse the published date and gallery and photo counts to identify the intended successful version.
3. 03Select Restore this versionConfirm the action. The old version becomes live, while the current Studio draft remains unchanged.

Contact enquiries do not arrive

• Open Portfolio details and confirm Contact email is present and correctly spelled.
• Publish after adding or changing the contact address.
• Submit a test from the live portfolio, not from Studio.
• Check spam, quarantine, forwarding rules, and mailbox storage.
• If a known submission is missing, contact support with the portfolio URL, approximate submission time, and sender name. Do not send private message contents unless support asks for them.

Billing or Plus features look wrong

1. 01Open BillingCheck whether the plan is Active, Canceling, Needs payment, or Free.
2. 02Use Manage billingUpdate the payment method or subscription in Stripe's Customer Portal.
3. 03Reload StudioAllow the Stripe status to return to ISO100. Do not repeat Checkout if a payment already succeeded.
4. 04Restore dependent featuresAfter Plus becomes active, reactivate a suspended custom domain. Review password-protected galleries before publishing.

Send a useful support report

• Open Support in Studio for live chat when it is available.
• Email support@iso100.app with the public portfolio or gallery URL, the Studio action you attempted, the exact visible message, and whether the problem affects Preview, the live username address, or only a custom domain.
• Include the approximate date and time, browser and device, and a screenshot with private information removed.
• For upload problems, include the file type and size but do not attach a private original unless support explicitly requests a secure transfer.
• For billing problems, include the account email and approximate checkout or payment time, never full card details.