Troubleshooting

Start with the live-versus-draft check

1. Open Portfolio > Publishing

   Read the status. Not published means there is no live version. Unpublished changes means the live site is still showing the last successful version.

2. Open View live portfolio

   Do not use a preview URL to judge the live site. Confirm the hostname and path in the browser.

3. Review changes

   Expand Review changes to see whether the missing or outdated portfolio, gallery, or photo item is still in the draft.

4. Preview, then publish

   Generate 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. Check Gallery details

   Public appears on the portfolio index. Unlisted publishes only at its direct URL. Draft remains private.

2. Check the photos

   A Public gallery needs at least one photo that is both Public and Ready. Rejected, Draft, and still-processing photos are excluded.

3. Check password protection

   Password-protected galleries are omitted from the portfolio gallery index. Open the direct gallery URL and test the password gate.

4. Publish changes

   Saving 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 a crop cuts off the subject, set the focal point and check Desktop and Mobile.
• If the image fails to process, use Refresh status, then export a fresh sRGB JPEG and use Replace file… on the existing photo if the failure persists.
• If a deleted photo still appears live, publish the removal. The previous successful version remains live until then.

A custom font looks wrong

Recover a deleted photo or gallery

1. Open Recently deleted

   Use the options menu in Photos or Galleries. Items remain recoverable for 30 days after deletion.

2. Restore the item

   It returns as Draft. Photo restoration requires enough photo and storage allowance; gallery restoration requires room for another gallery and an available gallery URL.

3. Check placements and publish

   A restored photo needs to be added back to galleries and cover selections. A restored gallery keeps its remaining placements. Review visibility, preview, and publish when ready.

A password does not work

1. Rule out a stale live version

   If the password was created or changed in Studio, publish the portfolio before testing the public URL.

2. Enter it exactly

   Passwords are case-sensitive and can be 6 to 128 characters. Check for spaces added by copying.

3. Set a new password

   ISO100 cannot display or recover the current password. Open Gallery details, enter a replacement under Gallery password, save, and publish.

4. Test in a fresh page

   Reload the direct gallery URL and unlock it with the new password before sharing.

Custom domain is not active

• If you entered a root domain such as example.com, check the connected www address and the separate root-domain redirect. For other subdomains, check the exact hostname shown in Studio.
• 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. ISO100 attempts to reactivate billing-suspended domains when Plus returns; use Reactivate if it remains suspended.

A previous version needs to return

1. Open Portfolio > Publishing

   Expand Publish history and select Open publish history.

2. Choose the version

   Use the published date and gallery and photo counts to identify the intended successful version.

3. Select Restore this version

   Confirm the action. The old version becomes live, while the current Studio draft remains unchanged.

Contact inquiries do not arrive

• Open Portfolio → Edit 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. Open Billing

   Check whether the plan is Active, Canceling, Needs payment, or Free.

2. Use Manage billing

   Update the payment method or subscription in Stripe's Customer Portal.

3. Reload Studio

   Allow the Stripe status to return to ISO100. Do not repeat Checkout if a payment already succeeded.

4. Restore dependent features

   After Plus becomes active, check the custom domain status. ISO100 attempts to reactivate billing-suspended domains automatically. Review protected galleries, custom pages, and download settings before publishing.

A photo cannot be purchased or downloaded

• For a missing Buy photo link, check that Plus and Accept new sales are active, Paid is selected in the photo’s Downloads tab, and the photo is eligible and published in a gallery. Publish after enabling the link.
• If preparation is incomplete, open the photo’s Downloads tab and follow the displayed status or retry action.
• For an existing purchase, reopen the private purchase page to get a fresh download link. Individual file links expire after five minutes; purchase access normally lasts 90 days.
• Check Sales → Orders and any payment, refund, or dispute status in Stripe. Use the order reference when contacting support.

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.