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.
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:

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

Login failed due to administrative reason

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 unless you reset your password from the IP address you want to log in.

To resolve the issue and connect Bigstock, follow these steps:

1. If you have ALREADY used the link from the email and reset your password, deactivate Bigstock in "Manage Agencies", then change your password to a new one;
2. You will again receive the error "Login failed due to administrative reason", and the microstock agency will send a new password reset link to your email. DO NOT USE the link;
3. Deactivate Bigstock in "Manage Agencies" again and wait about 15 minutes for the cache to clear;
4. Fill in the email and password fields (you may keep your existing password) in "Manage Agencies" in the Bigstock section;
5. Copy the password reset link sent to you by Bigstock and paste it into the corresponding field in "Manage Agencies" in the Bigstock section;
6. Activate the stock.

If you receive this message again, repeat the steps above after one hour. Proper authorization may take up to 30 minutes, so don't worry if the microstock agency status remains "verifying data" for a long time.

Istock

The stock won't connect, even though all my credentials are correct!

You need to create a batch on the microstock agency's site, and then in M+ with an identical name.

How to save keyword terms using StockSubmitter?

This action works ONLY for StockSubmitter!

If you want to edit a file already processed in StockSubmitter (for example, adjust contrast using Lightroom), follow these steps before opening it in an editor:

1. Disable autosave in StockSubmitter. The autosave setting can be found in the top menu: Settings > Settings > Features;
2. Make any small change to the metadata using StockSubmitter, but do not save it!
3. Edit the file using a graphic editor and save your changes;
4. Return to StockSubmitter and save the metadata;
5. Don't forget to turn autosave back on if needed.

Shutterstock

Shutterstock is sending me a link to reset my password

Shutterstock 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 Shutterstock 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 unless you reset your password from the IP address you want to log in.

To resolve the issue and connect Shutterstock, follow these steps:

1. When Shutterstock considers your activity suspicious, it will send a password reset link to your email. DO NOT USE the link!
2. An input window for the link will appear in the M+ interface;
3. Copy the link from the email in your inbox and paste it into the window (Shutterstock will send two emails — you need the most recent one, where the link is long and ends with a combination of numbers and letters);
4. Click the confirmation button.
5. M+ will perform the password reset by adding an underscore character to the end of your current password, then log into the account and change the password back to the original one.

After the process is complete, you will have the same password as before, and M+ will be authorized.

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+ site 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.

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

This error occurs when attempting to upload files to the microstock agency site, even though the account is actually accessible and not blocked.

To resolve this, deactivate the stock in "Manage Agencies" and log out of your account on the microstock agency site. After two days, connect it again.

Subscription problem on VectorStock

You have run out of available submissions at the moment of uploading to Vectorstock. On this microstock agency, a submission is performed directly during upload, so uploading is also impossible without available submissions. To resolve the issue, top up your balance and upload again (set the file status to "Ready" and upload once more).

M+ don't upload my photos on Dissolve

At this time, we only support uploading video files to this microstock agency.

123rf

Sometimes the security system may request login confirmation. In such cases, you will receive an email at your registered email address containing a verification link and a notification that the login was attempted from a new or unfamiliar device/location.

In this case, follow these steps:

• Go to the mailbox linked to 123.rf, open the email, and click the link provided
• Return to M+ interface and wait for the form to appear. The form will request you to complete the action described above
• Click the "OK" button in that form.

I haven't found the solution for my problem

Please do not create separate articles on this wiki or in our FAQ. It is not recommended to describe problems in discussions or add them to this article.

Try reading other articles (for example, if you have an issue with statuses, read the article about statuses in M+).

If you still cannot find a solution there, the most reasonable course of action is as follows:

• If you are using M+, use the tech support chat (bottom right corner of the site)
• If you are using StockSubmitter, use the tech support chat (top left corner of the program)
• Join our Telegram chat and describe your situation. We have separate channels for MicroStock+ and StockSubmitter