Troubleshooting

This is the most common report we get, and it is almost never lost mail.

Work through these in order:

1. Check the spelling on the invitation. Open People, or the client space for a guest, and look at the address the invitation actually went to. A single wrong character is the cause more often than everything else put together.
2. Check the junk folder, and for a client, ask them to check theirs. Invitations come from a no-reply address, which some filters treat as suspicious the first time.
3. Check whether the invitation expired. Invitations are valid for seven days. An expired one is not resent automatically.
4. Ask the client's IT to allow our sending domain if their filter is quarantining silently. Support can tell you the exact domain to give them.

Then invite the person again from the same screen. Re-inviting replaces the old invitation rather than creating a second one, so nobody ends up with two links.

If a re-invitation also fails to arrive, come to support with the workspace name and the address — we can see whether the message left us and what the receiving side said about it.

Ask the client which of these they see:

"This link is no longer valid." The invitation expired or was withdrawn. Invite them again.

A sign-in screen asking for a password. They are on the agency sign-in page rather than the guest link. Guests never have a password; send them the guest link again and ask them to open it directly rather than through a bookmark.

An empty space. They are in the right place and the space has nothing published yet. This is almost always the answer when a client says the portal "does not work" on the day you set it up.

Nothing at all, or a blank page. Ask them to open the link in a different browser. A blank page is usually an extension blocking the page rather than the space.

Open Settings, then Connections. A connection that has stopped shows why.

"Access was revoked." Somebody removed Onbrief's access on the other side, or the account that made the connection no longer exists. Connect again with an account that still has access.

"Permission changed." The connected account lost the access it had when the connection was made — a HubSpot user moved to a smaller role, or a Slack channel became private. Restore the access, or connect again with an account that has it.

"Nothing has come through recently." This appears when a connection is healthy but has had no data for a week. It is a notice rather than a fault, and it is often correct.

Reconnecting never duplicates anything already brought across.

Check three things, in this order:

1. Size. A single file can be up to 200 MB. Larger files have to be shared through the Google connection instead.
2. Type. Executables and archives that contain them are refused. Documents, images, video, audio, spreadsheets, presentations and PDFs are all accepted.
3. The workspace's state. A workspace in read-only after a failed payment accepts no new uploads. The billing page says so at the top if that is the cause.

An upload that stops part-way through and does not resume is usually the network rather than the file. Reload the space and start it again — a partial upload leaves nothing behind and never produces a half-file in the client's list.

Use the support widget on this help centre. It answers from these pages, and when it does not know something it says so and opens a ticket for a person instead of guessing.

To reach a person straight away, choose Talk to a human in the widget.

Whatever route you take, the three things that make an answer fast are the workspace name, the client space if the problem is inside one, and what you saw on the screen — the exact wording of any message, rather than a description of it.