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Shares: FAQ & Troubleshooting

Provides guidance on managing existing Shares, including how to edit expiration dates, and adjust usage limits. It also covers navigation tips like the "Go to Folder" shortcut and best practices for regular Shares cleanup.

Audience: All users; Admins

Purpose: Quick answers to common issues and configuration questions

Prerequisites: Basic familiarity with Shares

“My recipient didn’t get the email.”

  • Ask them to check spam/junk.

  • Verify the email address domain matches allowed domains (if allow-listing enabled).

  • Use Resend on the recipient (system-sent mode).

  • As a fallback, consider a copied link if policy permits (note usage becomes per-link).

“The link says it’s expired.”

  • The Expire after N days window has ended.

    • Extend the Share by changing the date of expiration in your Shres dashboard, or create a new one.

  • Check if Delete X days after expiration removed the link entirely.

“The link is out of uses.”

  • Usage caps were reached.

    • System-sent = per-recipient counters.

    • Copied link = shared pool of uses.

  • Increase usage limits for the specifie Share in your Shares dashboard, or resend a new Share

“One person can’t access, others can.”

When a Share is sent by the system (not a copied link), each recipient is issued a recipient-specific link that’s bound to the email address you entered. When the recipient clicks the link, they must enter that same email to proceed. If the address doesn’t match, access will be denied and they’ll be prompted to try again with the correct email.

Where to verify the correct email:

Open your Shares Dashboard and view the Recipients column. Each row shows the Link Reference (Name of the Share). the recipient’s name, Sender, number of uses, expiration, and when it was last used. Use this list to confirm the exact email you invited.

“How do I control where Shares can be sent?”

  • Enable Domain allow-listing in the File Sharing section of the Settings menu to restrict recipient domains.

“How do I jump to the folder a Share came from?”

  • Use Go to Folder from the Share's kebab menu icon on your Shares dashboard

Screenshot 2025-09-23 at 2.37.51 PM (3)

“How do I see who accessed what?”

  • Open Logs, filter by Share or recipient, and export CSV if needed.

  • To see a 90-day snapshot of Share activity, administrators or Team Managers with Reporting permissions can open the Share Links report from the Reporting section in the left-hand menu.

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“What happens to existing Shares after the 9/23/2025 update?”

With the reimagined Shares release, all links now require guest user registration for recipients. This means that the old method of protecting links with a simple password has been retired. Instead, every recipient must create a guest user account and authenticate to access the content, giving you stronger identity controls and a clearer audit trail.

Not every legacy Share carries over into the new system: 

  • Shares that have already expired will not migrate
  • Shares created by a user who has since been deleted will not migrate.
  • If a Share points to a file or folder that no longer exists, it will not appear in the new Shares dashboard.

In short: active, valid Shares will continue to work, but all recipients will authenticate through their guest login going forward. Legacy password-based links and invalid Shares will be retired.


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