Troubleshooting

Previously shared links become inaccessible after switching a Trust Center from Public to Private

If your Trust Center was previously set to Public (Anyone with link) and shared via a permanent link, those links may stop working after the Trust Center is converted to Private (Invite Only).
Note: If your organization discontinuing use of the Trust Center product, previously shared links will also become inaccessible once the Trust Center is deactivated. Deactivated Trust Centers are no longer accessible to shared users.

Public Trust Centers are accessible to anyone with the link — no authentication is required. When a Trust Center is switched to private:

• The public URL is no longer accessible without an invitation.

• Previously shared bookmarked links will no longer work for unauthenticated users.

• Viewers must now be explicitly invited and may need to verify their identity via a one-time password (OTP).

To remedy this:

• Admins: Admins can restore access for specific viewers; go to the Access tab of the Trust Center and invite them individually. They'll receive an email with a new access link.
  Note: Invited viewers may be prompted to verify their email with an OTP when accessing the Trust Center for the first time after the visibility change.

• Viewers: If you previously had access and now see an error, contact the Trust Center owner to request a new invitation.

Approved viewers can't access your Trust Center

When approved viewers receive an error when trying to access your Trust Center, determine if their email address is configured as an email alias rather than a direct inbox. Responsive's Trust Center access verification sends a one-time password (OTP) to the user's email. If the email is an alias that doesn't have a valid inbox, the OTP email can't be delivered and verification can't be completed.

• Confirm the email type: Ask the user (or their IT team) whether the email address used for access is a direct inbox or an alias. Aliases typically cannot receive emails independently.

• Re-invite with a direct inbox email: If the email is an alias, revoke the current access and re-invite the user using their direct inbox email address.

• Resend the invitation: If the email is valid but the user didn't receive the invite, go to the Access tab > Shared Members, click the three-dot menu next to the user, and select Send Link Again.

If the issue persists after confirming a valid direct inbox email, contact support@responsive.io for further investigation.
Note: Support can't grant or modify Trust Center access directly — this must be done by the Trust Center owner or Admin.

Approved viewers can't access or locate documents in your Trust Center

When approved viewers can't access documents:

• Confirm the viewer is signing in with the same email address used for the request.

• Verify that the access request was approved successfully.

• Verify their access wasn't expired or revoked.

• Ensure the viewers permissions haven't changed.

• Verify there are no browser cache or session issues. Ask them to refresh their session or sign in again if necessary.

• Confirm they have access to the correct document collections and no organization-specific access restrictions are in place.

• Verify the documents are published and they haven't been archived or removed.

If the issue persists after verifying the above information, contact support@responsive.io for further investigation.
Note: Support can't grant or modify document access directly — this must be done by the Trust Center owner or Admin.