Why can't I download this file?
Common reasons downloads are missing or blocked: disabled settings, file type, or Download Actions.
Use this article when a download button is missing, a file is greyed out, or a download fails on a "shared gallery", "workspace", or in Media.
Downloads are turned off for this portal
Recipients only see download controls when the portal admin enabled them.
For a "shared gallery", open Sharing, select the gallery, and check the Settings tab. "Download file" must be "Enabled". If it is "Disabled", there is no download button and "Download all" is off.
For a "workspace", open Settings then Media on that workspace. "Download file options" must be "Enabled".
Inside "Configure download options", if every quality tier is deselected, downloads are off even when the top-level toggle is on.
The file type does not support custom downloads
Custom quality, logo overlays, and crop presets apply only to images with extensions "png", "jpg", "jpeg", "webp", "heic", and "heif".
Videos, documents, RAW files, and most other types can download only as "Original" when that tier is enabled. If "Original" is off and only custom quality is configured, those files cannot download.
When you select a mix of supported images and other file types, the download modal may Disable Custom with "Not available for this file type." Choose Original if the portal allows it.
A Download Action blocked the file
When Download Actions (add-on) are enabled, matching files can be "Warn"ed or "Block"ed before download.
Blocked files show in the "Warnings" step with "N files blocked" and the message "These files can't be downloaded." They are excluded from the zip or single-file download. If every selected file is blocked, the download button stays disabled.
Warned files can be excluded by the recipient before continuing. An admin can review which actions apply under "Configure download options" then "Actions", or in Settings then Dynamic Download then Download Actions.
Original skips overlays and cropping
If the portal offers both "Original" and "Custom" downloads, choosing "Original" delivers the source file without logo overlays or crop presets. That is expected behavior, not a failure.
Admins see "Original skips logo overlays" or "Original skips cropping" in download settings when both options are enabled.
Bulk download failed
On a shared gallery, "Download all" can fail with "Failed to download, try again later..." when the zip cannot be prepared or a download action blocks the batch. Try downloading fewer files, confirm any warnings, or ask the gallery admin to review download settings and actions.
Admin downloads from Media
Club admins downloading from Media follow the same file-type rules for custom delivery. Download Actions scoped to "Admin dashboard" can warn or block admin downloads the same way they do on shared portals.