Check that it's this lock
The lock only turns on when all of these are true at once:
- the gallery has Photos included and Price per extra set, both above zero,
- your client picked more photos than the package covers,
- your client hasn't paid the extra yet.
If any of these isn't true, the download works normally.
Unlock it with your client's payment
With a connected payout account, your client pays the extra by card when confirming their selection. After a successful payment the lock goes away by itself, without you doing anything, and you get an Extra photos paid notification in the panel.
Unlock it after a direct payment
Without a payout account, your client places an order and you settle up outside Picvelo. When you get the money, click Payment received in the order box on the gallery page. That removes the lock.
Or drop the charge for this gallery
If you decide you don't want to charge this client anything extra, clear the Price per extra ($) field in the Gallery settings window and save. The charge no longer applies, and the lock goes with it.