My share link isn't working
When a recipient says the share link doesn't open, this is what to check.
A share link not working is almost always one of these.
The link has expired
Share links can have an expiration date. Past the expiration, the link shows a link expired page.
Fix: Open the project's Share screen, find the link, click Edit, and extend the expiration. Send the same URL again, it works as soon as you save.
The link was revoked
If you (or someone else on the team) revoked the link, it stops working immediately. The link is still in the Share screen list but marked as Revoked.
Fix: Either un-revoke the link (if the option is offered) or create a new one and send the new URL.
The project was soft-deleted
If the project was soft-deleted, the link returns not found even though it hasn't expired or been revoked.
Fix: Restore the project (admin-only) and the link works again.
The recipient is using a stale URL
Sometimes the recipient pasted only part of the URL, or the URL got line-wrapped in their email client and they only opened part of it.
Fix: Re-copy the full URL from the Share screen and re-send it. Make sure the full URL ends up on one line.
Permissions don't include downloads
If the recipient can see the project but the download buttons are missing, the link's download permissions don't allow it.
Fix: Open the link's settings, toggle Allow Excel download, save. The recipient sees the button on next page load.
The recipient sees a blank or "not found" page
- Confirm the link is active in the Share screen list.
- Confirm the project hasn't been deleted.
- Have the recipient try in a different browser to rule out their browser session.
- Check that the link URL hasn't been mangled in transit (some chat tools rewrite URLs).
Audit
Every link creation, edit, revocation, and view (when applicable) is in the audit log. If you're not sure what state the link is in, the audit log has the full history.