Troubleshooting Common Issues | Troubleshooting | Crafted Call
Troubleshooting Common Issues
ArtistsGallery OwnersJurorsUpdated Sep 21, 2026
The problems people actually hit, and what to do about each one. Find your symptom, not your theory about the cause. If you are looking for how something works rather than why it is not working, start with the Frequently asked questions.
Signing in
I forgot my password. On the sign-in page choose Forgot Your Password?, enter your email, and press Send reset code. You are emailed a six-digit code, never a link, because a password reset email that contains a link is the shape every phishing attempt copies. Follow Go to reset password, enter the code with your new password, and press Reset Password. The code is good for an hour.
The reset code will not work. The page says Reset code is invalid or expired. Request a fresh one with Request a new code and use the newest email. Only the most recent code works, so an older message in your inbox will keep failing.
My new password keeps being rejected. It needs at least eight characters, an uppercase letter, a lowercase letter and a number. Symbols are welcome but not required. The sign-up form ticks each rule off as you type.
I am told I have tried too many times. Repeated failed attempts from the same connection are throttled for a few minutes, and longer if they keep coming. Wait it out rather than retrying, and use Forgot Your Password? instead of guessing again. Resetting also clears the situation.
I was told my account exists but has no password. An organization created your account when it added you as a member or imported its records, and nobody has ever signed in as you. Crafted Call recognizes this, says so, and emails you a six-digit code to set a password. See Creating your artist account.
I never got a verification email. You do not need one. Accounts are active as soon as you sign up, and you are signed in straight away. If a screen does ask you to verify, use Resend verification email on the sign-in page and check your spam folder for mail from auth@craftedcall.com.
I am signed in, but a gallery says I am not a member. You are almost certainly signed in under a different address from the one that holds your membership. The page names the address it checked, and I'm already a member opens Confirm your membership, where you enter your and press . Open that link within a day while still signed in to this account, and the two are joined. Signing in with Apple's private relay address produces the same situation and the same fix.
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Membership email
Send verification link
An invitation says Wrong Account. Invitations are tied to the exact address they were sent to, and there is no self-service fix. Sign out, sign in with the invited address, and open the link again.
Filling in a submission
The page says my session expired. The status bar reads Your session expired. Nothing you type is being saved. Press Sign in again, which opens a new tab, sign in there, then come back to the original tab and press Retry saving. Do not close the submission tab. What you typed is still on screen and will save once the session is good again.
A file is refused as too large. The per-file ceiling is 50 MB, and it is the same on every call and every plan. Export again at a smaller size, or reduce the quality slightly. Between 2,000 and 3,000 pixels on the long edge is plenty for anything a gallery will print.
A file is refused as the wrong format. JPG, JPEG, PNG, WebP, HEIC and HEIF go in. TIFF, BMP, PSD, RAW, SVG and PDF do not. Preview on a Mac and most photo apps on Windows will convert in a few clicks.
My iPhone photos will not display. Upload them anyway. HEIC files are converted after they arrive, and the HEIC Image Processing panel shows each one going through Converting image... to Conversion complete. If one stalls, a Retry button appears beside it. See Uploading images.
Uploading a full set of images gets me blocked. It does not any more. Add all your images in one go. If the platform ever does ask you to slow down, the uploader waits and retries by itself.
I can no longer edit my submission. The banner at the top of the submission says which case you are in: the deadline passed, or the call locks submissions the moment they are sent, or your work has gone to the jury. Paying a fee is never the reason. Administrators can still make changes after the window closes, so message the organization and ask. See Editing and withdrawing your submission.
Paying an entry fee
My card was declined. The retry page names the reason, which is usually insufficient funds, wrong details, an expired card, or your bank blocking the charge. Fix the named problem and press Try Again. After several failures the retry button is replaced by a message asking you to contact support, which is deliberate: at that point the answer is with your bank rather than with the form.
The bank asked for extra authentication and it failed. Press Try Again and complete the prompt your bank shows. Closing that window counts as a failure.
I am told the gallery cannot accept payments. The message reads either that the gallery is not ready to accept payments yet, or that its payout account needs reconnecting. Neither is fixable from your side. Contact the organization: the fix is theirs, it takes a few minutes, and your draft submission is safe until they are done.
I paid but my submission still looks unpaid. Give it a minute and refresh. If a charge shows on your statement and the submission still says otherwise after that, contact the organization with your receipt rather than paying again. Crafted Call refuses a second charge on a submission that is already paid.
My refund is less than I paid. The default refund excludes the card processing fees, which Stripe keeps whether or not a payment is refunded. The organization can choose to return the full charge and absorb that cost, and either choice is legitimate. Your confirmation email states the exact amount that was sent back.
Running a call
My call will not publish. Open the call and read the readiness list above the Publish this call card. It counts what is outstanding and marks each item Required or recommended, and the publish button stays disabled while a required item is open. Every row has a Fix link that takes you straight to the setting. Two of those rows are about money rather than content: Card on file for monthly usage appears when your organization will pay the platform charge and has saved no card, and also on a call whose entry fee is due at acceptance, where the charge is always billed to your organization, and Platform usage paid up appears when a usage invoice has gone unpaid past its seven-day grace.
The blocker is Stripe payments enabled. A call that charges a fee cannot go live until your organization can actually receive the money. Follow the Fix link to Admin → Organization → Payments, choose Review Stripe Connect, then Connect Stripe account if you have never connected one, or Resume onboarding if you started and stopped. The card also names the specific problem, such as charges or payouts not being enabled on the Stripe side. See Connecting Stripe for payments.
Artists say they cannot pay for a call that is live. Same cause, later symptom. Something happened to the Stripe connection after the call opened, most often the account being disconnected or Stripe suspending a capability. Check the status badge on the Payments tab: it reads Ready for payments, Setup in progress, Action needed or Not connected.
A campaign will not send. Marketing email needs a verified sender, and the page warns that you have no verified sender and campaigns cannot send yet. Add and verify an address under Admin → Marketing → Settings on the Sending Identity tab. Transactional mail such as receipts and decision notices keeps going out from the Crafted Call address in the meantime. See Email campaign basics.
An artist says a decision email never arrived. Open their submission and look for the Jury Decision Email Sent badge. If it is there, the message left Crafted Call and the problem is in their inbox, so ask them to check spam for mail from noreply@craftedcall.com. If it is not there, they were not in a sent batch. See Accepting, rejecting and waitlisting submissions.
Email you did or did not want
Confirmations are not arriving. Check spam and any promotions tab, then check that the address on your account is the one you are watching. Crafted Call sends from noreply@craftedcall.com and auth@craftedcall.com, so allow both.
There is too much of it. Open your profile menu, choose Settings, then Notification preferences. Every notification has separate In-app and Email switches, and turning email off leaves the record in the app. Rows marked Always on are confirmations, decisions and security notices, which always send. See Notification and email preferences.
Browsers
Crafted Call is built for current versions of Chrome, Edge, Firefox and Safari, including Safari on iOS. If a page behaves oddly, try it in a private window first. If the private window works, the problem is a browser extension or cached data rather than the page, so clear your cache or disable extensions one at a time.
When something goes wrong on a page
An error inside the app offers you a way out of it. A prompt appears reading Stuck? Frida can help with that error., and Ask Frida opens the assistant with the problem already described and left unsent, so you can add what you were doing before you send it. Frida also reads the Help Center, so she can answer how-to questions with a link to the right article. See Meet Frida.
Getting more help
Email support@craftedcall.com or call (775) 542-7238. Include what you were trying to do, what you saw instead, and the exact wording of any message on screen. A screenshot answers most of that in one attachment.
If the problem belongs to a particular call, the organization running it can usually resolve it faster than we can. Deadlines, entry fees, edit windows, decisions and refunds are all theirs to set and theirs to change.
