Решение наиболее распространённых проблем/en: различия между версиями

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<languages />
 
This article is being continuously updated. It's dedicated to solutions for the most common problems with a file submitting process and agencies management. Use navigation and Ctrl/Cmd+f to find the exact case.
 
This article is being continuously updated. It's dedicated to solutions for the most common problems with a file submitting process and agencies management. Use navigation and Ctrl/Cmd+f to find the exact case.
  
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==AdobeStock is requesting a code but I don't receive the message==
+
==Common problems==
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AdobeStock may ask for the last 4 digits of the phone number belonging to your account instead of the code from SMS. This request isn't different from any other and M+ can't discern them. Try this solution if you don't receive the SMS.
 
  
 
==Please apply as contributor first error==
 
==Please apply as contributor first error==
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+
This means that your stock platform account has not yet been converted to seller mode and remains a buyer account. For most stock platforms, it is sufficient to complete the required forms and pass an examination. If you are unsure which condition has not yet been met, try uploading a single file manually (or via FTP if the platform allows it). In doing so, you should receive feedback from the stock platform. If you have passed all verifications and examinations on the stock platform, if your account is already a seller account, and if manual file upload works correctly, but the error persists in M+, try deactivating the stock platform in the Stock Management section and re‑entering your credentials. On Dreamstime, it is necessary to manually submit one file and wait for its approval before your account is switched to seller mode and can be connected to M+.
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This error means that your agency account is a buyer account, not a contributor account. To fix the problem, please, fill out all the required forms on the microstock agency site and pass an exam. If you’re not sure what are you missing to be able to submit - please try uploading a file manually to the agency (over FTP if the agency allows that).<br />
 
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Once you’ve passed all the verifications and the exam on the agency, if you’re sure you have a contributor account and uploading files manually works fine - please try to deactivate the agency in the M+ interface and then fill the login credentials again.<br />
 
−
If you’re experiencing this issue with Dreamstime you would need to submit a file manually and wait for it to be approved before your account will become a contributor account and it will be possible to connect it to M+.
 
  
 
==No tax form submitted yet error==
 
==No tax form submitted yet error==
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Please note that tax form verification takes a while (up to few weeks, depending on the agency). As soon as your tax form is verified please deactivate the agency in the M+ interface and fill out the login credentials again.
 
Please note that tax form verification takes a while (up to few weeks, depending on the agency). As soon as your tax form is verified please deactivate the agency in the M+ interface and fill out the login credentials again.
  
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==How to solve the "Login failed due to administrative reason" error on Bigstock==
+
==="Verifying" status persists for an extended period===
 +
This issue most frequently occurs when a stock platform has requested a verification code, M+ has forwarded this request to the user, but the user has failed to enter the code within the required time window (typically 20 to 60 minutes). In such cases, M+ initiates a waiting period of 9 to 10 hours before making another attempt, in order to avoid arousing suspicion from the stock agency. This cycle will repeat until the user provides the required code.
 +
 
 +
To resolve the issue, deactivate the stock platform for at least 10 hours. After this period, reactivate it at a convenient time, wait for the code request, and complete the verification process.
 +
 
 +
In some cases, verification may take up to 2 to 3 days due to strict anti‑bot protection implemented by the microstock agency or as a result of unsuccessful captcha resolution attempts. If the agency still does not connect after this period, and you are certain that the stock platform has not requested a code (or that the code has already been successfully provided), please, contact technical support.
 +
 
 +
=== Internal Error ===
 +
If this error persists for more than an hour and you're able to upload/submit files directly on the microstock agency's website without issues, please contact our technical support team for assistance.
 +
 
 +
=== Couldn't sign you in. This browser or app may not be secure error ===
 +
This error occurs in StockSubmitter and M+ when a captcha is requested by the microstock agency. To resolve the issue, log in using the username and password for your microstock account rather than signing in via Google or other social networks.
 +
 
 +
If you have always used social media login and do not remember your password, request a password reset through the password recovery form on the microstock agency's website. When doing so, enter the email address associated with your Google account (or the social network you use for login). Follow the instructions provided in the email.
 +
 
 +
After resetting your password, update your credentials in StockSubmitter or M+.
 +
 
 +
===Wrong login/password===
 +
This error occurs when connecting stock platforms or uploading files to a stock platform, appearing under the [[Special:MyLanguage/Статусы в MicroStock+#«Ошибка загрузки»|Upload Error]] status. The most common cause of this error is an incorrectly entered username or password. Therefore, users should first verify the following parameters:
 +
*Check letter case and ensure that CapsLock is not enabled.
 +
*Remove any extra spaces.
 +
*Verify the keyboard layout and watch for accidentally typed characters from a different layout.
 +
*Test whether it is possible to log in manually to the microstock agency using the same username and password.
 +
 
 +
If you are certain that your username and password are correct (i.e., you have successfully logged into your account on the stock platform manually), try the following steps:
 +
* Change your password on the stock platform, using only Latin letters and numbers. If the stock platform requires the use of special characters, prefer the underscore (_) or exclamation mark (!).
 +
* Do not make your password longer than 12 characters.
 +
* After changing the password, set the file status to [[Special:MyLanguage/Статусы в MicroStock+#«Готов к загрузке»|"Ready"]] and upload the file again.
 +
 
 +
====A microstock agency suddenly suddenly begins producing this error and you are using FTP for upload====
 +
The FTP password may expire. To obtain a new password, visit the microstock agency's website and generate a new FTP token, checking '''ONLY''' the top two checkboxes.
 +
Enter this token in M+ within the "Manage Agencies" section, in the "FTP Password" field corresponding to the stock platform that is producing the error. After updating the password, set the affected files to [[Special:MyLanguage/Статусы в MicroStock+|"Ready" status]] and upload them again.
 +
For additional guidance, refer to the [[Special:MyLanguage/Подключение стоков в MicroStock+#Работа с FTP|FTP specifications]] for different stock platforms.
 +
If none of the above steps resolve the issue, contact the microstock agency's support but do not mention StockSubmitter or M+ in your communication.
 +
 
 +
===Wrong FTP login/password===
 +
If the FTP password has been entered incorrectly, first verify the following parameters:
 +
*Letter case and ensure that CapsLock is not enabled.
 +
*Remove any extra spaces.
 +
*Verify the keyboard layout and watch for accidentally typed characters from a different layout.
 +
*Check the password length; try not to make the password longer than 12 characters.
 +
*For special characters, if the password requires them, prefer the underscore (_) or exclamation mark (!).
 +
*Test whether it is possible to connect to the Microstock agency using the same username and password through a third‑party FTP client (for example, FileZilla).
 +
 
 +
First, check the section on [[#A microstock agency suddenly suddenly begins producing this error and you are using FTP for upload|sudden FTP errors]]. Then set your file to [[Special:MyLanguage/Статусы в MicroStock+#«Готов к загрузке»|"Ready"]] and repeat the upload.
 +
 
 +
===Special characters in description/special characters in title error===
 +
This error indicates that the description or title contains unsupported special characters. To resolve the issue, check whether any individual letters have been written in any non-Latin script (for example, the Cyrillic letters а, е, с, о, в). Additionally, remove any apostrophes; for instance, write "womans hair" instead of "woman's hair."
 +
 
 +
==Why M+ moves files to archive instead removing it?==
 +
Moving a file to the archive is equivalent to deletion. The system stores only the file thumbnail along with its metadata, and these do not consume your disk space. At a later time, you may copy the file's metadata from the archive for use in subsequent works, or continue submitting the file to stock platforms (provided that the file has already been uploaded). In global search results, archived files are marked with a ribbon‑style badge on the left side. Broken files are displayed as shown in the example below:
 +
[[File:Archive.png|left|400px]]<br clear=all>
  
 +
===My photographs are being misclassified as illustrations===
 +
If your works are being identified as illustrations despite being photographs, check the option in your dashboard "Consider all raster images to be illustrations." This option must be disabled.
 +
 +
</br>
 +
 +
==AdobeStock==
 +
 +
===How to resolve the issue with the AdobeStock code===
 +
[[File:Adobestock pic eng.png|thumb|Code entry request]]
 +
The microstock agency AdobeStock has complicated its user authorization procedure. Whenever, in the opinion of its security system, you are located in an unusual location, the agency sends an SMS with an access code to the phone number linked to the account.<br />
 +
The StockSubmitter and M+ servers are located in Europe; under normal circumstances, the code entry procedure should be one‑time or at least infrequent. Recently, however, due to AdobeStock's paranoid attitude, some users get stuck in endless code loops, while others wait forever for a code that arrives already expired.<br />
 +
If you are reading this article, you have likely already attempted some of the possible solutions. Nevertheless, we will outline all known methods for resolving the issue. The code must be entered quickly, within a few minutes; otherwise, it may become invalid, and you will need to wait for a new one.<br />
 +
Sometimes the code window doesn't show up. If you got the code but see no window, just refresh your browser tab (with M+ open). The window should appear.<br />
 +
 +
===If the code does NOT arrive===
 +
'''These methods must be applied sequentially (one after another)''':
 +
# Check your email inbox, including the spam folder – the code sometimes arrives there.
 +
# If you are working with StockSubmitter, delete the microstock agency's login and password from the program, re‑enter them, and reconnect.
 +
# Enter the last four digits of the phone number linked to your agency account, then attempt again to wait for and enter the code from the SMS.
 +
# If you are working in M+ and the error "User refused to input the code requested by the agency" or "Timed out waiting for the user to input the code requested by the agency" appears in the [[Special:MyLanguage/Подключение стоков в MicroStock+|microstock agency's status]] within Manage Agencies, deactivate it for one hour, then reactivate it.
 +
# Install the Adobe Account Access or Adobe Authenticator application on your smartphone to have it generate codes automatically.
 +
# Log into your profile on the microstock agency's page and activate the following setting:
 +
<br />[[File:Adobe acess.png|x90px]]<br />
 +
# Disable two-factor authentication.
 +
 +
===If endless code requests arrive and the agency cannot connect===
 +
'''These methods must be applied sequentially (one after another):'''
 +
#If you are working in M+ and the error "User refused to input the code requested by the agency" or "Timed out waiting for the user to input the code requested by the agency" appears in the [[Special:MyLanguage/Подключение стоков в MicroStock+|microstock agency's status]] within Manage Agencies, deactivate it for one hour, then reactivate it.
 +
# Do not manually log into the microstock agency website if M+ is already connected to it.
 +
# If you are working with StockSubmitter, delete the microstock agency's login and password from the program, re‑enter them, and reconnect.
 +
# Verify that the entered password is correct, or change the password on the AdobeStock website.
 +
# Change your AdobeStock password, using only Latin letters in the new password.
 +
# Disable two-factor authentication.
 +
# Install the Adobe Account Access or Adobe Authenticator application on your smartphone to have it generate codes automatically.
 +
If none of the above steps resolve the issue, contact support services or our support chat on [https://t.me/MicrostockPlusBeta Telegram].
 +
 +
<div lang="ru" dir="ltr" class="mw-content-ltr">
 +
==Bigstock==
 +
</div>
 +
 +
<div class="mw-translate-fuzzy">
 
===Why does this error occur?===
 
===Why does this error occur?===
 
Bigstock has introduced a quite arguable security system which is incorrectly assuming that the user’s IP address never changes. If you (or M+) will try to log into your Bigstock account from an unusual (for you) IP address - the agency server will respond with this error and send you a password reset link by email. You won’t be able to log in with the old password any longer. The only way to resolve this issue - is to reset your password from the IP address you want to log in. That’s the IP address of one of M+ servers that has been assigned to you.
 
Bigstock has introduced a quite arguable security system which is incorrectly assuming that the user’s IP address never changes. If you (or M+) will try to log into your Bigstock account from an unusual (for you) IP address - the agency server will respond with this error and send you a password reset link by email. You won’t be able to log in with the old password any longer. The only way to resolve this issue - is to reset your password from the IP address you want to log in. That’s the IP address of one of M+ servers that has been assigned to you.
 +
</div>
 +
 +
<div lang="ru" dir="ltr" class="mw-content-ltr">
 +
'''Для решения проблемы и подключения Bigstock выполните следующие шаги:'''
 +
#Если вы УЖЕ воспользовались ссылкой из письма и сбросили пароль, деактивируйте Bigstock в "Управлении стоками", а затем замените пароль новым;
 +
#Вы снова получите ошибку Login failed due to administrative reason, а сток пришлёт новое письмо для сброса пароля на вашу почту. '''НЕ ИСПОЛЬЗУЙТЕ''' ссылку!
 +
#Вновь деактивируйте Bigstock в "Управлении стоками" и подождите около 15 минут, чтобы сбросился кэш;
 +
#Заполните поля e-mail и пароль (можете оставить тот пароль, который у вас был) в "Управлении стоками" в разделе Bigstock;
 +
#Cкопируйте ссылку на сброс пароля, которую прислал вам Bigstock и вставьте в соответствующее поле в "Управлении стоками" в разделе Bigstock;
 +
#Активируйте сток.
 +
</div>
  
−
===So how do I connect Bigstock?===
+
<div lang="ru" dir="ltr" class="mw-content-ltr">
−
We’ve developed a workaround for this issue. First of all, if you have ALREADY reset your password using the link sent to you by the agency - please deactivate Bigstock in the settings and fill in the new password there. After that you will see the same error message and get a new password reset link by email (if you didn’t receive a new link then you’re probably trying to do it too fast - give it an hour delay and then try again). Thus, you will have a new UNUSED password reset link.
+
Если вы получаете это сообщение снова - повторите описанные шаги через час. Корректная авторизация может занимать до 30 минут, потому не переживайте, что у стока долгое время сохраняется статус "проверяются данные".
 +
</div>
  
−
Now, please deactivate Bigstock in settings and give it an hour to make sure the cached error got reset. Then fill in your e-mail address, the desired password (you can specify the one you were using before) AND copy the password reset link that you’ve received to the field in the bottom of the form and click the Save button. After that Bigstock should get connected successfully. If you get the same error message - try again in an hour. If you see a “verifying” status for a long time - give the system some time, it should authenticate correctly within 30 minutes.
+
<div lang="ru" dir="ltr" class="mw-content-ltr">
 +
==Istock==
 +
===Сток не подключается, хотя все мои данные верны!===
 +
Вам необходимо создать батч на сайте стока, затем - в М+ с аналогичным названием.
 +
</div>
  
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==Shutterstock is sending me a link to reset my password. Why does it happen and how to solve that?==
+
<div lang="ru" dir="ltr" class="mw-content-ltr">
 +
===Как сохранить в метаданных уточнения ключевых в StockSubmitter?===
 +
'''Данное действие работает ТОЛЬКО для StockSubmitter!'''
 +
</div>
 +
 
 +
<div lang="ru" dir="ltr" class="mw-content-ltr">
 +
Если вы хотите отредактировать уже обработанный в StockSubmitter файл (например, изменить контрастность с помощью Lightroom), то перед тем, как открывать его в редакторе, выполните следующие шаги:
 +
# Отключите автосохранение в StockSubmitter. Настройка автосохранения можно найти в верхнем меню: Настройки > Расширенные функции;
 +
# Внесите любое небольшое изменение в метаданных с помощью StockSubmitter, но не сохраняйте его!
 +
# Отредактируйте файл с помощью графического редактора и сохраните изменения;
 +
# Вернитесь в StockSubmitter и сохраните метаданные;
 +
# Не забудьте включить автосохранение обратно, если это необходимо.
 +
</div>
  
−
Shutterstock has additionally complicated the authentication process - from now on every time your IP address changes or if they find your device/location unusual - they’re sending you a password reset link and force you to reset your password before you can log in. They have clearly not considered the convenience for their users when they were developing that feature, because instead of implementing an optional two-factor authentication which is the industry standard now they’ve introduced a forced and inconvenient procedure that looks like an insult. Unfortunately, we cannot do anything about it so we had to develop a workaround for this new “feature”.
+
<div lang="ru" dir="ltr" class="mw-content-ltr">
 +
==Shutterstock==
 +
</div>
  
−
We would also like to ask you to complain about the situation on the [https://forums.submit.shutterstock.com/topic/100082-password-reset-required-multiple-times-today/ Shutterstock forum]. But better not mention StockSubmitter/M+ as it would give them an easy excuse: “just upload manually”.
+
<div class="mw-translate-fuzzy">
 +
==Shutterstock is sending me a link to reset my password. Why does it happen and how to solve that?==
 +
</div>
  
−
===How to solve that?===
+
<div lang="ru" dir="ltr" class="mw-content-ltr">
 +
'''Для решения проблемы и подключения Shutterstock выполните следующие шаги:'''
 +
#Когда Shutterstock посчитает вашу активность подозрительной, он отправит письмо для сброса пароля на вашу почту. '''НЕ ИСПОЛЬЗУЙТЕ''' ссылку!
 +
#В интерфейсе М+ появится окно для ввода ссылки;
 +
#Скопируйте ссылку из письма на вашей почте и вставьте её в окно (Shutterstock отправит два письма, вам нужно последнее, там где ссылка длинная, с цифрами и буквами на конце);
 +
#Нажмите “Готово”.
 +
#М+ выполнит сброс пароля, добавив к нему в конце символ подчеркивания, после чего войдет в аккаунт и сменит пароль на прежний.
 +
</div>
  
−
;The authentication process looks like that:
+
<div lang="ru" dir="ltr" class="mw-content-ltr">
 +
После завершения процесса у вас будет тот же пароль, который был изначально, а М+ будет авторизован.
 +
</div>
  
−
:*M+ attempts to log into Shutterstock on your behalf.
+
<div class="mw-translate-fuzzy">
−
:*Shutterstock considers the login conditions unusual and demands a password reset.
+
We would also like to ask you to complain about the situation on the [https://forums.submit.shutterstock.com/topic/100082-password-reset-required-multiple-times-today/ Shutterstock forum]. But better not mention StockSubmitter/M+ as it would give them an easy excuse: “just upload manually”.
−
:*M+ obeys and Shutterstock sends a password reset link to your e-mail; M+ displays a window asking for the link to you.
+
</div>
−
:*Here you need to copy the link from the e-mail and paste into that window (Shutterstock will send you two messages, you need the latest one where the link is long and ends with random digits and letters) then click “Done”. <span style="color: red;>Please do NOT follow the link yourself or it will become invalid.</span>
 
−
:*M+ passes the procedure, changes your password by adding an underscore to its end (Shutterstock doesn’t accept old password as the new one), then M+ logs in and changes the password back to your original one
 
−
:After completing the process you will have the same password you had before and M+ will be authenticated
 
  
 +
<div class="mw-translate-fuzzy">
 
===It doesn’t work===
 
===It doesn’t work===
 
====Shutterstock has sent me a link but M+ doesn’t ask for it. How to proceed?====
 
====Shutterstock has sent me a link but M+ doesn’t ask for it. How to proceed?====
 
Most likely, the request has timed out and M+ has considered the attempt unsuccessful. It will wait for a several hours and then try again. If you don’t want to keep checking the M+ website for the next request, please deactivate Shutterstock in M+ for 10 hours or more. After that, at a convenient time fill in the credentials again then follow the instructions above.
 
Most likely, the request has timed out and M+ has considered the attempt unsuccessful. It will wait for a several hours and then try again. If you don’t want to keep checking the M+ website for the next request, please deactivate Shutterstock in M+ for 10 hours or more. After that, at a convenient time fill in the credentials again then follow the instructions above.
 +
</div>
  
 +
<div class="mw-translate-fuzzy">
 
====I don’t receive any links by e-mail. Where to get it?====
 
====I don’t receive any links by e-mail. Where to get it?====
 
Please check the Spam folder in your e-mail inbox. If there’s no link either - please contact the Shutterstock support and tell them that the website requires you to reset your password then you log in but the link doesn’t arrive. It would be better to not mention M+/StockSubmitter so that they cannot just tell you to log in manually instead.
 
Please check the Spam folder in your e-mail inbox. If there’s no link either - please contact the Shutterstock support and tell them that the website requires you to reset your password then you log in but the link doesn’t arrive. It would be better to not mention M+/StockSubmitter so that they cannot just tell you to log in manually instead.
 +
</div>
  
 +
<div class="mw-translate-fuzzy">
 
====I’m using both Microstock+ and StockSubmitter. What should I do in this case?====
 
====I’m using both Microstock+ and StockSubmitter. What should I do in this case?====
 
If you’ve enabled the “Solve captcha on server” option (settings, Features tab) it will use M+ to authenticate so you can follow the instructions for M+. If it’s disabled - we would recommend to close StockSubmitter and don’t open it until you complete the process in M+. Alternatively, you can enable the option and follow the instructions for M+.
 
If you’ve enabled the “Solve captcha on server” option (settings, Features tab) it will use M+ to authenticate so you can follow the instructions for M+. If it’s disabled - we would recommend to close StockSubmitter and don’t open it until you complete the process in M+. Alternatively, you can enable the option and follow the instructions for M+.
 +
</div>
  
 +
<div class="mw-translate-fuzzy">
 
====I’ve pasted the link into M+ and it’s stuck on “verifying” status now. How to proceed?====
 
====I’ve pasted the link into M+ and it’s stuck on “verifying” status now. How to proceed?====
 
If it won’t get completed within 30 minutes - M+ will try again in a several hours. If you don’t want to keep checking the M+ website for the next request, please deactivate Shutterstock in M+ for 10 hours or more. After that, at a convenient time fill in the credentials again then follow the instructions above.
 
If it won’t get completed within 30 minutes - M+ will try again in a several hours. If you don’t want to keep checking the M+ website for the next request, please deactivate Shutterstock in M+ for 10 hours or more. After that, at a convenient time fill in the credentials again then follow the instructions above.
 +
</div>
  
−
==Internal error==
+
<div lang="ru" dir="ltr" class="mw-content-ltr">
−
 
+
===your account at this agency is temporarily or permanently locked===
−
If this error persists for more than an hour and uploading/submitting files manually on the agency website works fine - please contact our tech support.
+
Данная ошибка возникает при попытке загрузить файлы на сток. При этом аккаунт на самом деле доступен и не заблокирован.
 +
Для решения деактивируйте сток в "Управлении стоками", выйдите из аккаунта на сайте стока. Через два дня подключите его вновь.
 +
</div>
  
 +
<div class="mw-translate-fuzzy">
 
==Subscription problem on VectorStock==
 
==Subscription problem on VectorStock==
 +
</div>
  
−
You have used all of your submissions to VectorStock. It is not possible to upload files to this agency without submitting them immediately so if you don’t have any available submissions M+ won’t be able to upload files there either. To solve this issue please purchase one of the packages, purchase some submissions at retail or wait for the next 30-days period and then try again (change the status for VectorStock to Ready and launch the uploading again).
+
<div class="mw-translate-fuzzy">
−
 
 
 
==M+ don't upload my photos on Dissolve==
 
==M+ don't upload my photos on Dissolve==
 +
</div>
  
−
We're currently support uploading only video files on Dissolve
+
<div lang="ru" dir="ltr" class="mw-content-ltr">
−
 
+
==123rf==
−
==Why M+ archives files instead removing it?==
+
Иногда система безопасности может запросить подтверждение входа. В таких случаях на вашу зарегистрированную электронную почту придет письмо с проверочной ссылкой и уведомлением, что вход был выполнен с нового или незнакомого устройства/местоположения.
 +
</div>
  
−
Moving a file to the Archive is amounts to a removal. We keep the file's thumbnail and metadata and none of it consumes your storage space. You can copy a metadata of any archived file or continue submitting it on the microstock agencies (if the file has been uploaded on them). All archived files appear in the search results and labeled with a special bookmark icon with "Archived" sign.
+
<div lang="ru" dir="ltr" class="mw-content-ltr">
 +
В этом случае нужно выполнить следующие действия:
 +
* Зайти на привязанный к 123.rf почтовый ящик, открыть письмо и перейти по вложенной ссылке
 +
* Вернуться в интерфейс М+ и дождаться там появления формы с просьбой выполнить вышеописанное действие
 +
* Нажать в ней на кнопку «ОК».
 +
</div>
  
−
==I can't find the solution for my problem==
+
<div class="mw-translate-fuzzy">
 +
==I haven't found the solution for my problem==
 
Please, do not try creating articles on this wiki or suggest it on our second wiki! We do not recommend typing it into discussion section too.
 
Please, do not try creating articles on this wiki or suggest it on our second wiki! We do not recommend typing it into discussion section too.
−
Try reading other manuals (i.e. if you're having a problem with file statuses, read [[Статусы в MicroStock+ | the article about file statuses in M+]]).
+
Try reading other manuals (i.e. if you're having a problem with file statuses, read the article about [[Статусы в MicroStock+ | file statuses in M+]]).
 
;If you still can's solve the problem, try the following:
 
;If you still can's solve the problem, try the following:
 
:*If you're M+ user, contact the tech support via chat (the lower left corner of the page)
 
:*If you're M+ user, contact the tech support via chat (the lower left corner of the page)
 
:*If you're StockSubmitter user, contact the tech support via chat (the upper left corner of the interface)
 
:*If you're StockSubmitter user, contact the tech support via chat (the upper left corner of the interface)
 
:*Join our [https://t.me/MicrostockPlusBetaEn Telegram channel] and ask your question
 
:*Join our [https://t.me/MicrostockPlusBetaEn Telegram channel] and ask your question
 +
</div>

Текущая версия на 14:45, 24 апреля 2026

Другие языки:
English • ‎русский

This article is being continuously updated. It's dedicated to solutions for the most common problems with a file submitting process and agencies management. Use navigation and Ctrl/Cmd+f to find the exact case.

Содержание

Common problems

Please apply as contributor first error

This means that your stock platform account has not yet been converted to seller mode and remains a buyer account. For most stock platforms, it is sufficient to complete the required forms and pass an examination. If you are unsure which condition has not yet been met, try uploading a single file manually (or via FTP if the platform allows it). In doing so, you should receive feedback from the stock platform. If you have passed all verifications and examinations on the stock platform, if your account is already a seller account, and if manual file upload works correctly, but the error persists in M+, try deactivating the stock platform in the Stock Management section and re‑entering your credentials. On Dreamstime, it is necessary to manually submit one file and wait for its approval before your account is switched to seller mode and can be connected to M+.

No tax form submitted yet error

This error means that the agency asks you to fill out a tax form.
Please note that tax form verification takes a while (up to few weeks, depending on the agency). As soon as your tax form is verified please deactivate the agency in the M+ interface and fill out the login credentials again.

"Verifying" status persists for an extended period

This issue most frequently occurs when a stock platform has requested a verification code, M+ has forwarded this request to the user, but the user has failed to enter the code within the required time window (typically 20 to 60 minutes). In such cases, M+ initiates a waiting period of 9 to 10 hours before making another attempt, in order to avoid arousing suspicion from the stock agency. This cycle will repeat until the user provides the required code.

To resolve the issue, deactivate the stock platform for at least 10 hours. After this period, reactivate it at a convenient time, wait for the code request, and complete the verification process.

In some cases, verification may take up to 2 to 3 days due to strict anti‑bot protection implemented by the microstock agency or as a result of unsuccessful captcha resolution attempts. If the agency still does not connect after this period, and you are certain that the stock platform has not requested a code (or that the code has already been successfully provided), please, contact technical support.

Internal Error

If this error persists for more than an hour and you're able to upload/submit files directly on the microstock agency's website without issues, please contact our technical support team for assistance.

Couldn't sign you in. This browser or app may not be secure error

This error occurs in StockSubmitter and M+ when a captcha is requested by the microstock agency. To resolve the issue, log in using the username and password for your microstock account rather than signing in via Google or other social networks.

If you have always used social media login and do not remember your password, request a password reset through the password recovery form on the microstock agency's website. When doing so, enter the email address associated with your Google account (or the social network you use for login). Follow the instructions provided in the email.

After resetting your password, update your credentials in StockSubmitter or M+.

Wrong login/password

This error occurs when connecting stock platforms or uploading files to a stock platform, appearing under the Upload Error status. The most common cause of this error is an incorrectly entered username or password. Therefore, users should first verify the following parameters:

  • Check letter case and ensure that CapsLock is not enabled.
  • Remove any extra spaces.
  • Verify the keyboard layout and watch for accidentally typed characters from a different layout.
  • Test whether it is possible to log in manually to the microstock agency using the same username and password.

If you are certain that your username and password are correct (i.e., you have successfully logged into your account on the stock platform manually), try the following steps:

  • Change your password on the stock platform, using only Latin letters and numbers. If the stock platform requires the use of special characters, prefer the underscore (_) or exclamation mark (!).
  • Do not make your password longer than 12 characters.
  • After changing the password, set the file status to "Ready" and upload the file again.

A microstock agency suddenly suddenly begins producing this error and you are using FTP for upload

The FTP password may expire. To obtain a new password, visit the microstock agency's website and generate a new FTP token, checking ONLY the top two checkboxes. Enter this token in M+ within the "Manage Agencies" section, in the "FTP Password" field corresponding to the stock platform that is producing the error. After updating the password, set the affected files to "Ready" status and upload them again. For additional guidance, refer to the FTP specifications for different stock platforms. If none of the above steps resolve the issue, contact the microstock agency's support but do not mention StockSubmitter or M+ in your communication.

Wrong FTP login/password

If the FTP password has been entered incorrectly, first verify the following parameters:

  • Letter case and ensure that CapsLock is not enabled.
  • Remove any extra spaces.
  • Verify the keyboard layout and watch for accidentally typed characters from a different layout.
  • Check the password length; try not to make the password longer than 12 characters.
  • For special characters, if the password requires them, prefer the underscore (_) or exclamation mark (!).
  • Test whether it is possible to connect to the Microstock agency using the same username and password through a third‑party FTP client (for example, FileZilla).

First, check the section on sudden FTP errors. Then set your file to "Ready" and repeat the upload.

Special characters in description/special characters in title error

This error indicates that the description or title contains unsupported special characters. To resolve the issue, check whether any individual letters have been written in any non-Latin script (for example, the Cyrillic letters а, е, с, о, в). Additionally, remove any apostrophes; for instance, write "womans hair" instead of "woman's hair."

Why M+ moves files to archive instead removing it?

Moving a file to the archive is equivalent to deletion. The system stores only the file thumbnail along with its metadata, and these do not consume your disk space. At a later time, you may copy the file's metadata from the archive for use in subsequent works, or continue submitting the file to stock platforms (provided that the file has already been uploaded). In global search results, archived files are marked with a ribbon‑style badge on the left side. Broken files are displayed as shown in the example below:

Archive.png


My photographs are being misclassified as illustrations

If your works are being identified as illustrations despite being photographs, check the option in your dashboard "Consider all raster images to be illustrations." This option must be disabled.


AdobeStock

How to resolve the issue with the AdobeStock code

Code entry request

The microstock agency AdobeStock has complicated its user authorization procedure. Whenever, in the opinion of its security system, you are located in an unusual location, the agency sends an SMS with an access code to the phone number linked to the account.
The StockSubmitter and M+ servers are located in Europe; under normal circumstances, the code entry procedure should be one‑time or at least infrequent. Recently, however, due to AdobeStock's paranoid attitude, some users get stuck in endless code loops, while others wait forever for a code that arrives already expired.
If you are reading this article, you have likely already attempted some of the possible solutions. Nevertheless, we will outline all known methods for resolving the issue. The code must be entered quickly, within a few minutes; otherwise, it may become invalid, and you will need to wait for a new one.
Sometimes the code window doesn't show up. If you got the code but see no window, just refresh your browser tab (with M+ open). The window should appear.

If the code does NOT arrive

These methods must be applied sequentially (one after another):

  1. Check your email inbox, including the spam folder – the code sometimes arrives there.
  2. If you are working with StockSubmitter, delete the microstock agency's login and password from the program, re‑enter them, and reconnect.
  3. Enter the last four digits of the phone number linked to your agency account, then attempt again to wait for and enter the code from the SMS.
  4. If you are working in M+ and the error "User refused to input the code requested by the agency" or "Timed out waiting for the user to input the code requested by the agency" appears in the microstock agency's status within Manage Agencies, deactivate it for one hour, then reactivate it.
  5. Install the Adobe Account Access or Adobe Authenticator application on your smartphone to have it generate codes automatically.
  6. Log into your profile on the microstock agency's page and activate the following setting:


Adobe acess.png

  1. Disable two-factor authentication.

If endless code requests arrive and the agency cannot connect

These methods must be applied sequentially (one after another):

  1. If you are working in M+ and the error "User refused to input the code requested by the agency" or "Timed out waiting for the user to input the code requested by the agency" appears in the microstock agency's status within Manage Agencies, deactivate it for one hour, then reactivate it.
  2. Do not manually log into the microstock agency website if M+ is already connected to it.
  3. If you are working with StockSubmitter, delete the microstock agency's login and password from the program, re‑enter them, and reconnect.
  4. Verify that the entered password is correct, or change the password on the AdobeStock website.
  5. Change your AdobeStock password, using only Latin letters in the new password.
  6. Disable two-factor authentication.
  7. Install the Adobe Account Access or Adobe Authenticator application on your smartphone to have it generate codes automatically.

If none of the above steps resolve the issue, contact support services or our support chat on Telegram.

Bigstock

Why does this error occur?

Bigstock has introduced a quite arguable security system which is incorrectly assuming that the user’s IP address never changes. If you (or M+) will try to log into your Bigstock account from an unusual (for you) IP address - the agency server will respond with this error and send you a password reset link by email. You won’t be able to log in with the old password any longer. The only way to resolve this issue - is to reset your password from the IP address you want to log in. That’s the IP address of one of M+ servers that has been assigned to you.

Для решения проблемы и подключения Bigstock выполните следующие шаги:

  1. Если вы УЖЕ воспользовались ссылкой из письма и сбросили пароль, деактивируйте Bigstock в "Управлении стоками", а затем замените пароль новым;
  2. Вы снова получите ошибку Login failed due to administrative reason, а сток пришлёт новое письмо для сброса пароля на вашу почту. НЕ ИСПОЛЬЗУЙТЕ ссылку!
  3. Вновь деактивируйте Bigstock в "Управлении стоками" и подождите около 15 минут, чтобы сбросился кэш;
  4. Заполните поля e-mail и пароль (можете оставить тот пароль, который у вас был) в "Управлении стоками" в разделе Bigstock;
  5. Cкопируйте ссылку на сброс пароля, которую прислал вам Bigstock и вставьте в соответствующее поле в "Управлении стоками" в разделе Bigstock;
  6. Активируйте сток.

Если вы получаете это сообщение снова - повторите описанные шаги через час. Корректная авторизация может занимать до 30 минут, потому не переживайте, что у стока долгое время сохраняется статус "проверяются данные".

Istock

Сток не подключается, хотя все мои данные верны!

Вам необходимо создать батч на сайте стока, затем - в М+ с аналогичным названием.

Как сохранить в метаданных уточнения ключевых в StockSubmitter?

Данное действие работает ТОЛЬКО для StockSubmitter!

Если вы хотите отредактировать уже обработанный в StockSubmitter файл (например, изменить контрастность с помощью Lightroom), то перед тем, как открывать его в редакторе, выполните следующие шаги:

  1. Отключите автосохранение в StockSubmitter. Настройка автосохранения можно найти в верхнем меню: Настройки > Расширенные функции;
  2. Внесите любое небольшое изменение в метаданных с помощью StockSubmitter, но не сохраняйте его!
  3. Отредактируйте файл с помощью графического редактора и сохраните изменения;
  4. Вернитесь в StockSubmitter и сохраните метаданные;
  5. Не забудьте включить автосохранение обратно, если это необходимо.

Shutterstock

Shutterstock is sending me a link to reset my password. Why does it happen and how to solve that?

Для решения проблемы и подключения Shutterstock выполните следующие шаги:

  1. Когда Shutterstock посчитает вашу активность подозрительной, он отправит письмо для сброса пароля на вашу почту. НЕ ИСПОЛЬЗУЙТЕ ссылку!
  2. В интерфейсе М+ появится окно для ввода ссылки;
  3. Скопируйте ссылку из письма на вашей почте и вставьте её в окно (Shutterstock отправит два письма, вам нужно последнее, там где ссылка длинная, с цифрами и буквами на конце);
  4. Нажмите “Готово”.
  5. М+ выполнит сброс пароля, добавив к нему в конце символ подчеркивания, после чего войдет в аккаунт и сменит пароль на прежний.

После завершения процесса у вас будет тот же пароль, который был изначально, а М+ будет авторизован.

We would also like to ask you to complain about the situation on the Shutterstock forum. But better not mention StockSubmitter/M+ as it would give them an easy excuse: “just upload manually”.

It doesn’t work

Shutterstock has sent me a link but M+ doesn’t ask for it. How to proceed?

Most likely, the request has timed out and M+ has considered the attempt unsuccessful. It will wait for a several hours and then try again. If you don’t want to keep checking the M+ website for the next request, please deactivate Shutterstock in M+ for 10 hours or more. After that, at a convenient time fill in the credentials again then follow the instructions above.

I don’t receive any links by e-mail. Where to get it?

Please check the Spam folder in your e-mail inbox. If there’s no link either - please contact the Shutterstock support and tell them that the website requires you to reset your password then you log in but the link doesn’t arrive. It would be better to not mention M+/StockSubmitter so that they cannot just tell you to log in manually instead.

I’m using both Microstock+ and StockSubmitter. What should I do in this case?

If you’ve enabled the “Solve captcha on server” option (settings, Features tab) it will use M+ to authenticate so you can follow the instructions for M+. If it’s disabled - we would recommend to close StockSubmitter and don’t open it until you complete the process in M+. Alternatively, you can enable the option and follow the instructions for M+.

I’ve pasted the link into M+ and it’s stuck on “verifying” status now. How to proceed?

If it won’t get completed within 30 minutes - M+ will try again in a several hours. If you don’t want to keep checking the M+ website for the next request, please deactivate Shutterstock in M+ for 10 hours or more. After that, at a convenient time fill in the credentials again then follow the instructions above.

your account at this agency is temporarily or permanently locked

Данная ошибка возникает при попытке загрузить файлы на сток. При этом аккаунт на самом деле доступен и не заблокирован. Для решения деактивируйте сток в "Управлении стоками", выйдите из аккаунта на сайте стока. Через два дня подключите его вновь.

Subscription problem on VectorStock

M+ don't upload my photos on Dissolve

123rf

Иногда система безопасности может запросить подтверждение входа. В таких случаях на вашу зарегистрированную электронную почту придет письмо с проверочной ссылкой и уведомлением, что вход был выполнен с нового или незнакомого устройства/местоположения.

В этом случае нужно выполнить следующие действия:

  • Зайти на привязанный к 123.rf почтовый ящик, открыть письмо и перейти по вложенной ссылке
  • Вернуться в интерфейс М+ и дождаться там появления формы с просьбой выполнить вышеописанное действие
  • Нажать в ней на кнопку «ОК».

I haven't found the solution for my problem

Please, do not try creating articles on this wiki or suggest it on our second wiki! We do not recommend typing it into discussion section too. Try reading other manuals (i.e. if you're having a problem with file statuses, read the article about file statuses in M+).

If you still can's solve the problem, try the following
  • If you're M+ user, contact the tech support via chat (the lower left corner of the page)
  • If you're StockSubmitter user, contact the tech support via chat (the upper left corner of the interface)
  • Join our Telegram channel and ask your question
Источник — https://wiki.microstock.plus/index.php?title=Решение_наиболее_распространённых_проблем/en&oldid=3030