If someone can't access a link you've shared, here's how to diagnose and fix the issue.
Check privacy settings
Is the content public?
Kits and portals are private by default. To share with people outside your Space, the content must be set to public.
Is there a password?
If you've added password protection, make sure the recipient has the correct password.
Check the link
Is the link correct?
Copy the link fresh from Lingo and try it yourself in an incognito/private browser window.
Has the kit or portal moved?
If you remove a kit from a portal, or move it to another portal the URL may have changed. Get the latest link for the portal or kit you are trying to share.
Is it a direct link?
If a direct link has been deleted it will no longer work. Generate a new direct link from the asset in Lingo.
Check access permissions
Team member access
If sharing with team members, confirm they've been invited to the space and have access to the relevant portal.
Kit vs portal access
A private or password protected kit can be put inside a public portal. This allows anyone visiting the portal to see that the kit exits but they won't be able to open it without the password or being a team member with access.
Check account status
Is your plan active?
If your subscription is paused or canceled, shared links will stop working.
Common scenarios
"I shared the link but they see a login screen"
The content is set to private. Either make it public or invite them to your Space.
"The link worked before but doesn't now"
Check if the content was moved or deleted.
Check if your subscription status changed.
Check if privacy settings were modified.
Still not working?
Contact support with:
The link that's not working
What error the recipient sees
The recipient's relationship to your Space (team member, external guest, etc.)