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Guide/Security & Team/Troubleshoot client access
Security & Team

Troubleshoot client access

Work through link, portal, and signing access issues step by step.

Updated Aug 25, 2026Docsiv documentation

When a client cannot open work, check the delivery settings before changing the document itself.

If a client cannot open a shared link

  1. Confirm the link is active and has not been revoked.
  2. Check whether the link has expired.
  3. Confirm the client has the password or is using the expected identity and email.
  4. Send the link again from the document’s share settings.

If a client cannot open the portal

  1. Confirm the client was invited to the correct portal.
  2. Ask them to use the same email address that received the invite.
  3. Check the portal login, domain, and module settings in Settings → Client portal.
  4. Resend the invitation if necessary.

If a signature request is stuck

Open Signing, check the envelope status and recipient order, then resend the request when the recipient has not received it. For a persistent issue, include the envelope status and recipient email when contacting Docsiv support.

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