Mi sitio web o galería de clientes no funciona o muestra un error.

If your live Pixpa website or client gallery is not loading, shows an error page, or is not visible to visitors, follow the steps below to find out why.

En este artículo hablaremos de:

Check Pixpa system status
Verifique el estado de su suscripción
Check site visibility (password or maintenance mode)
Try a different browser or clear cache
Contacta con el soporte de Pixpa

Check Pixpa system status

First, open the Pixpa status page: status.pixpa.com

This page automatically monitors Client Websites, Pixpa Studio and the Pixpa.com website, and alerts if something is not working as expected.

If the status page shows an ongoing issue, the problem is on Pixpa’s side and our team is working on it. You do not need to change your domain or subscription settings while the issue is being resolved.
If all systems are healthy and you are still seeing an error, continue with the steps below. If you have just connected a custom domain and it is not loading, see ¿El dominio no se conecta? Guía de solución de problemas y configuración de DNS..

Verifique el estado de su suscripción

Your website can become inactive if your subscription is paused, cancelled or past due. You can see your Current Plan and Next Payment Due date on the Plan and Billing page. See Comprobación de los detalles de su suscripción.

En pausa: your website and account remain inactive during the paused period and are reactivated automatically at the end of it. See Pon tu suscripción en espera y Reactiva tu sitio web.
Cancelado: if you chose to deactivate immediately, your website and Pixpa Studio become inactive. If you chose to keep the subscription active, they stay accessible until the next renewal date. See Cancelar suscripción al sitio web.
Renewal payment failed: Pixpa has a 30 days grace period when your website will be active. After the grace period, your website will become inactive. It will be reactivated once the due amount is received. See ¿Qué sucede si la renovación de su suscripción está vencida?.

Check site visibility (password or maintenance mode)

Your site may be working, but visitors may see a lock screen or a maintenance message.

From the Dashboard of the studio, click on Sitio web.
En la barra lateral izquierda, seleccione el Opciones .
Haga clic en el elemento Sitio protegido con contraseña .

Alternativamente, busque sitio protegido con contraseña in the search bar and select it under Studio Links.

Under Site Visibility, check whether the site is set to:

Público: the website is available to all visitors without any restrictions.
Contraseña protegida: only visitors with the password you set can access the website.
Modo de mantenimiento: temporarily restricts access to your website, typically used when making major updates.

If you want the site to be available to everyone, select Público y golpear Guardar. Vea Proteja con contraseña su sitio web.

Try a different browser or clear cache

If your website does not load as expected, or you still see an error:

Try in an incognito window. Windows, Linux or Chrome OS: press Ctrl + Shift + N. Mac: press ⌘ + Shift + N.
Hard-refresh your browser by pressing Ctrl (Windows) or ⌘ (Mac) + Shift + R.
Clear your browser cache and try again. See Borrar caché del navegador.

If images are missing but the rest of the site loads, see ¿No aparecen las imágenes?.

Contacta con el soporte de Pixpa

If the status page is healthy, your subscription is active, site visibility is Public and the issue remains, email us at soporte@pixpa.com or ping us from studio chat (a blue icon on the right bottom).

When you write in, please include:

The website or gallery URL that is not working
What you or your visitors see, including the exact error message if there is one (a screenshot helps)
The approximate date and time you first noticed the issue

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