There are several reasons why a member may not be able to see content after access has been granted. The steps below cover the most common causes.

1. Confirm permission has been assigned

Being a member of an organisation does not automatically provide access to its content.

A permission must be assigned to one of the following:

• the organisation’s top-level folder
• a folder
• an individual file

Without an assigned permission, the organisation will appear empty.

2. Verify the permission was assigned to the correct item

Permissions only apply to the folder or file they are assigned to, along with any content that inherits from it.

For example:

Projects
|─ London
|─ Manchester

Granting Viewer access to London does not provide access to Manchester.

Likewise, granting access to a single file does not automatically provide access to other files in the same folder.

3. Check whether the content has inherited different permissions

Permissions follow the folder hierarchy.

If a permission was assigned higher up the folder structure than intended, the member may see more content than expected.

If a permission was assigned too low in the hierarchy, the member may only see that specific folder or file.

4. Look for Limited access

If the member can see the organisation but only part of the folder structure, Limited access may be working as intended.

Limited access appears when permission has been granted to content further down the folder hierarchy.

The folders leading to that content remain visible so it can be reached, but cannot be accessed or modified.

This behaviour is expected and does not indicate a permissions issue.

5. Check for a higher permission

A member may already have a higher level of access through another permission.

Permissions can come from:

• inherited permissions
• explicit permissions
• All Members
• Organisation Admin access

The highest applicable permission always takes precedence.

6. If content is shared from another organisation

Shared content from another organisation intentionally hides intermediate folders.

Only the organisation’s top-level folder and the shared folder are displayed.

This is expected behaviour.

Still not working?

If all of the above has been checked and the member still cannot access the expected content, collect the following information before contacting Support:

• the organisation name
• the folder or file that should be visible
• the member’s email address
• the permission level that was assigned
• screenshots of the Permissions panel

Providing this information helps us investigate more quickly.