Troubleshooting
Something not working? Start with the most common fixes.
Start here when something does not behave as expected. Each page lists the most likely causes first, with the fix for each, and ends with what to send us if none of them fit.
In this section
I cannot sign in
Signing in on tucia.com, a wrong password, too many attempts, expired links from emails, and the Session expired dialog.
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My upload fails or is slow
Files that are not added, red rows and Retry, three uploads at a time, upload limits, and a Continue to review button that will not go.
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A coupon code is not accepted
Every message the coupon field can give you, and why the field sometimes is not there.
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I cannot see my edited photos
An empty Edited tab, a missing version, and files that never show a preview.
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A download link has expired
The 180 days, why an archive lapses first, and what to send us to get an old delivery back.
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My order is paused or was rejected
A paused order needs one reply. A rejected order is a different matter entirely.
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I did not receive an email
Verification, password reset, email-change links, and notifications for your teammates.
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Still stuck?
Contact the Tucia team at tucia.com/contact and include your order number so we can look it up quickly. If the problem is with a specific order, a message on its Messages tab reaches the person working on your photos directly.