Troubleshooting

Access and permission problems

When someone cannot open, comment on, or approve a draft, the cause is usually one of a few things: they are not a member yet, they signed in with a different email, or they are using a public link.

Common causes and fixes

Problem	Fix
Cannot open the project at all	Make sure they were invited to that project, and that they accepted the invite.
Invite never arrived	Check the address for typos, and ask them to look in spam or promotions folders. If it is still missing, invite them again.
Signed in but sees nothing	They may have signed in with a different email from the one you invited. Invite the address they actually use.
Can watch but cannot comment	They are probably on a public link, which is watch-only. Invite them to the project as a member.
Cannot download	Public viewers cannot download. Members can, on plans that include downloads (Creator Crew and above).
Cannot invite anyone else	You may have reached your plan's member limit (2 on Free, 6 on Creator Crew, 12 on Studio Crew). Remove an inactive member or upgrade.
Public link stopped working	The link may have been reset, or public access turned off. Share the new link.
Can comment but cannot approve or upload	Their role may not allow it. Ask the project owner to check their role.

Before you contact support

Confirm the email address they were invited with.
Check whether they are using a team link or a public link. See Managing collaborator access.
Ask them to sign out and back in, or try a private browser window.

Still blocked? Contact support with the project name and the affected person's email address, and we will take a look.

Related guides