How to solve the most common problems

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

AdobeStock is requesting a code but I don't receive the message

AdobeStock иногда запрашивает 4 последних цифры привязанного к аккаунту номера телефона вместо кода из СМС, однако этот запрос не отличается от других, и М+ не видит разницы. Попробуйте ввести их, если вам не пришло сообщение.

Please apply as contributor first error

This error means that your agency account is a buyer account, not a contributor account. It is enough to fill out all the required forms and pass an exam for the most of the agencies. 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).
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.
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

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.

How to solve the "Login failed due to administrative reason" error on 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.

So how do I connect Bigstock?

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.

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.

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

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”.

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”.

How to solve that?

The authentication process looks like that

• M+ attempts to log into Shutterstock on your behalf.
• Shutterstock considers the login conditions unusual and demands a password reset.
• M+ obeys and Shutterstock sends a password reset link to your e-mail; M+ displays a window asking for the link to you.
• 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”. Please do NOT follow the link yourself or it will become invalid.
• 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

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.

Ошибка Internal error

Если ошибка держится дольше часа и при этом ручная загрузка/сабмит на сайте стока работает нормально - свяжитесь с техподдержкой.

Ошибка Subscription problem на VectorStock

У вас кончились доступные сабмиты в момент загрузки на vectorstock. На этом стоке сабмит можно выполнить только непосредственно при загрузке, поэтому без доступных сабмитов загрузка тоже невозможна. Для решения проблемы пополните ваш баланс и произведите загрузку повторно (переключите статус по VectorStock на Готов и затем запустите загрузку заново).

М+ не грузит фотографии на Dissolve

На данный момент мы поддерживаем только загрузку видео файлов на это микростоковое агенство

Почему вместо того чтобы удалять файлы, М+ их перемещает в архив?

Перемещение файла в архив равносильно удалению. Мы храним только превью файла вместе с метаданными, и они не отнимают ваше дисковое пространство. Позже вы можете скопировать метаданные файла из архива для последующих работ или продолжать сабмитить его на стоки (при условии, что файл уже загружен). В общем поиске архивированные файлы отмечены плашкой в виде коробки и особой подписью. На данный момент мы работаем над проблемой отображения битых файлов в архиве.

Я не нашёл проблему в списке и не знаю что делать!

Пожалуйста, не создавайте отдельные статьи на этой вики или нашем FAQ, не рекомендуется писать проблемы в обсуждениях а так же вписывать их в эту статью. Попробуйте почитать другие статьи (например, если у вас проблема со статусами, почитайте статью о статусах в М+).

Если и там вы не нашли решение, разумнее всего будет поступить следующим образом

• Если вы используете М+, воспользуйтесь чатом с техподдержкой (нижний правый угол сайта)
• Если вы используете StockSubmitter, воспользуйтесь чатом с техподдержкой (верхний левый угол программы)
• Присоединитесь к нашему чату в Telegram и опишите ситуацию. У нас есть отдельные каналы для MicroStock+ и StockSubmitter
• Подробно опишите проблему в нашей группе VKontakte
• Напишите в соответствующий раздел на форуме