Решение наиболее распространённых проблем/en

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.

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:

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.
Occasionally, the code entry window does not appear in M+. If the code has arrived but the window has not appeared, manually refresh the browser page (with M+ open) – the window should then appear.

Если код НЕ приходит

Эти методы нужно применять по очереди!

1. Проверьте ваш почтовый ящик, в том числе спам — иногда код приходит именно туда;
2. Если вы работаете в StockSubmitter — удалите логин и пароль от стока из программы, введите их заново и переподключитесь;
3. Введите 4 последние цифры номера телефона, привязанного к аккаунту стока, а затем снова попробуйте дождаться и ввести код из СМС;
4. Если вы работаете в М+ и в статусе стока в Управлении стоками появилась ошибка «User refused to input the code requested by the agency» или «Timed out waiting for the user to input the code requested by the agency», то деактивируйте сток на час, а затем активируйте снова;
5. Установите программу Adobe Account Access или Adobe Authenticator на ваш смартфон, чтобы она сама генерировала коды;
6. Зайдите в профиль на сайте стока и активируйте следующий пункт:
   
   
7. Отключите двухфакторную аутентификацию.

Если приходят бесконечные запросы на ввод кода, а сток никак не подключается

Эти методы нужно применять по очереди!

1. Если вы работаете в М+ и в статусе стока в Управлении стоками есть ошибка «User refused to input the code requested by the agency» или «Timed out waiting for the user to input the code requested by the agency», то деактивируйте сток на час, а затем активируйте снова;
2. Не заходите на сайт стока вручную, если М+ к нему уже подключился;
3. Если вы работаете в StockSubmitter — удалите логин и пароль от стока из программы, введите их заново и переподключитесь;
4. Проверьте правильность введенного на странице настроек пароля или поменяйте пароль на сайте Adobestock;
5. Смените пароль Adobestock, в новом пароле используйте только латинские буквы;
6. Отключите двухфакторную аутентификацию;
7. Не заходите на сайт стока вручную, если М+ уже к нему подключился;
8. Установите программу Adobe Account Access или Adobe Authenticator на ваш смартфон, чтобы она сама генерировала коды;

Если ничего не подошло, обратитесь в службу поддержки или в наш чат поддержки в 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