For: Releasing artists (RA) and label managers (LM) who sent a share link that doesn't seem to work You'll need: The share link or the file's page in your Library Time: 3 minutes
Most "they can't see it" reports come down to one of four causes: the link expired, the link was revoked, the recipient is signed into the wrong account, or the file was moved or deleted.
Quick answer
Open the file in your Library and check its sharing status. If the link is active and the recipient still can't see it, ask them to open it in a private/incognito browser window — that rules out a wrong sign-in. If still nothing, generate a fresh link and resend.
Decision tree
Is the share link still active in your Library? Open the file → Share. If it says "expired" or "revoked", generate a new link.
Are you sharing with a specific person versus with anyone with the link? Person-specific shares require the recipient to be signed into Collabhouse with the email you shared to. Link-only shares work for anyone with the URL.
What does the recipient see when they click? Use this to triage:
"This link has expired" → generate a new link.
"Sign in to view" but they're sure they're signed in → wrong account. Sign out, sign back in with the address you shared to.
404 / "Not found" → the file was deleted or the link was revoked.
Page loads but file preview is blank → see Article 12.6 — A page won't load — what now?.
Are they on a Project instead of a single file? Project access is per-collaborator and separate from share links. See Article 8.3 — How do Projects work?.
Symptom → cause → fix
Link worked yesterday, doesn't today — links can be set to expire. Check expiry in the share dialog and extend or regenerate.
Recipient has a Collabhouse account but the file isn't in their Shared with me — they may be signed into a different account. Confirm the exact email on both sides.
Recipient sees the file metadata but can't download — download access is a separate permission on the share. Toggle "Allow download" in the share dialog.
You moved the file to a different folder/project — share links follow the file, so a move is fine. But if you deleted-and-re-uploaded, the old link is dead. Generate a new one.
You revoked access by accident — re-share. There's no undo on a revoke, but generating a new link takes a few seconds. See Article 8.2 — How do I share a file with a collaborator?.
Permission vs. access — quick legend
View-only — the recipient can play/preview but not download.
View + download — they can also pull the original file.
Project member — they have ongoing access to everything in the Project, not just one file.
When to contact support
The file definitely exists and the link looks healthy, but the recipient still sees an error after a fresh link.
A collaborator was removed from a Project but still appears to have access (or vice versa).
A share link works for some recipients but not others on the same email.
Have the file name, the share link, and the recipient's email ready.