Folio Troubleshooting and FAQ

Having trouble with Folio? Find solutions to common issues and answers to frequently asked questions below.

I can't connect to SmugMug

• Double-check your API Key, API Secret, and Username in Settings > Account
• Make sure you're entering the correct verification code from SmugMug's authorization page
• Try clicking Re-authenticate in Settings to start a fresh connection
• Ensure your internet connection is working

My galleries aren't loading or show stale data

• Click the Refresh button in the toolbar to reload the sidebar tree
• Go to Settings > General > Clear Cache to remove all cached data
• Wait a moment — Folio automatically syncs when you return after being away for more than two minutes

Uploads are failing

• Check that your internet connection is stable
• Verify the file is a supported format and within size limits (500 MB for photos, 3 GB for videos/RAW)
• RAW and sidecar files require a SmugMug Source plan — check your SmugMug subscription
• If you see repeated failures, try pausing and resuming the upload

Downloads are slow

• Folio downloads up to 3 files simultaneously — speed depends on your internet connection and SmugMug's servers
• For very large libraries, consider running backups overnight
• If a download stalls, try stopping and restarting it — Folio will resume from where it left off

My trial expired

• Purchase a license at customsmug.com/folio
• Enter your license key in the activation screen, or click the activation link in your purchase email
• Each license works on up to 3 Macs

AI features aren't working

• Make sure AI is enabled in Settings > AI
• For Claude: verify your API key is correctly entered. Get a key at console.anthropic.com
• For Apple Intelligence: requires macOS 26 or later with Apple Intelligence enabled on your Mac
• The Caption Gallery button only appears in the toolbar when AI is properly configured

The toolbar buttons are grayed out

• Some actions require an active SmugMug connection — check your connection status in the sidebar
• Upload, tagging, captioning, and settings actions are disabled during other active operations (downloads, uploads, etc.)
• Wait for the current operation to finish, or stop it first
• If you see a "Re-authenticate" message, your session may have expired — go to Settings > Account and re-authenticate

How do I move my license to a new Mac?

1. On your old Mac: go to Settings > License > Deactivate This Mac
2. On your new Mac: enter your license key in Settings > License and click Activate

Where are my downloaded files saved?

Files are saved to the folder you choose when starting a download. Folio remembers your last-used folder. The folder structure mirrors your SmugMug gallery hierarchy.

Can I download just the originals?

Yes — Folio always downloads the original, full-resolution version of your photos and videos. There is no option to download reduced-size versions during batch downloads. To get a specific size of an individual photo, use the Share popover in the photo viewer.