Manage sign-in, profile, and access problems

Account, profile, and access checks help you confirm who is signed in and why a Workspace, page, item, or action may not be available. Most access problems are easier to solve after confirming the signed-in email and the active Workspace.

Terms you may see:

• Signed-in email determines which Workspaces and invites the app can show.
• Workspace membership is required to open Workspace content.
• Role and permissions determine which actions are available.
• Plan availability can hide or disable some features even when membership is correct.
• Deleted or archived content may not appear in normal navigation.

Before you start

• You need membership in a Workspace to see Workspace content.
• Some actions require owner/admin access or specific permissions.
• Some features depend on Workspace settings and plan availability.

How account access works

1. Open My Account and confirm the signed-in email.
2. Confirm the active Workspace.
3. Open the page, item, or action again.
4. If it is missing, check membership, role, item state, and plan availability.
5. Ask a Workspace owner/admin to confirm access when you cannot fix it yourself.
6. Report an issue from Help if access appears correct but the app still blocks you.

Expected outcome: You can identify whether the problem is account identity, Workspace membership, permission, item state, plan availability, or an app issue.

Confirm the signed-in account

1. Open My Account.
2. Read the email address in the profile section.
3. Compare it with the email that was invited or used previously.
4. If it is wrong, choose Sign Out.
5. Sign in again with the correct email or provider account.

Expected outcome: You know whether missing access is caused by the wrong account.

Check why a Workspace is missing

1. Confirm the signed-in email from My Account.
2. Look for Workspace Invitations if pending invites exist.
3. Ask the Workspace owner/admin which email was invited.
4. Ask whether your membership is active, pending, declined, deleted, or restored.
5. Accept a valid invite or join code if needed.

Expected outcome: You can determine whether the Workspace is missing because of account mismatch, invite state, or membership state.

Check why an action is missing or disabled

1. Confirm the active Workspace.
2. Open the item or page where the action should appear.
3. Check whether the item is archived, deleted, private, or view-only for you.
4. Ask a Workspace owner/admin to confirm your role and permission.
5. Ask whether the feature is enabled for the Workspace and plan.

Expected outcome: You understand whether the blocked action is expected or needs escalation.

Update profile basics

1. Open My Account.
2. Update Full Name or profile image if needed.
3. Confirm the updated profile appears in collaboration areas.
4. If profile updates fail, confirm the app is online.

Expected outcome: Your account identity is clear to other Workspace members.

Report an unresolved access problem

1. Open Help from the header or My Account.
2. Choose Report an issue.
3. Include the signed-in email, Workspace name, item name, action you expected, and what happened.
4. Include the app version from My Account if support requests it.

Expected outcome: Support receives enough context to investigate the access issue.

Access Problem Reference

Problem	Likely cause	Best next step
Workspace is missing	Wrong account, invite not accepted, removed membership, or deleted/restored invite state.	Confirm email, review pending invites, ask owner/admin to verify membership.
Invite link does not work	Invite expired, deleted, invalid, already used, or tied to another email.	Ask owner/admin to send a fresh invite or confirm invite status.
Page opens but action is disabled	Role, permission, feature setting, plan availability, item state, or offline state.	Ask owner/admin to confirm access and reconnect if offline.
Public shared item cannot be edited	Shared List, Doc, or Whiteboard links are read-only unless you sign in and have access.	Sign in with a member account or ask for Workspace access.
Help article has no guide	The article may be informational or guide coverage may not exist yet.	Follow the article steps or report a missing guide if the article promises one.

Troubleshooting

You cannot sign in

• Symptom: Sign-in fails, loops, or returns to sign-in again.
• Cause: Wrong method, expired session, blocked cookies, provider handoff failure, or network state.
• Resolution:
  1. Confirm internet connection.
  2. Use the sign-in method originally used for the account.
  3. Allow cookies and redirects.
  4. See Troubleshoot sign-in and invite issues.

Access Denied appears

• Symptom: The app says you do not have permission to access content or perform an action.
• Cause: Your role, item privacy, Workspace membership, or plan availability does not allow the action.
• Resolution:
  1. Confirm the signed-in email.
  2. Confirm the active Workspace.
  3. Ask a Workspace owner/admin to verify your access.
  4. Ask whether the item was archived, deleted, or made private.

You can see a page but not edit it

• Symptom: Content opens, but edit controls are hidden or disabled.
• Cause: You may have view-only access, missing edit permission, or be using a public read-only link.
• Resolution:
  1. Confirm you are signed in.
  2. Confirm you opened the signed-in app page, not only a read-only shared page.
  3. Ask an owner/admin to grant the required access.

Help cannot solve the access issue

• Symptom: The article steps do not match what you see.
• Cause: Your role, Workspace settings, plan, or app version may differ from the documented case.
• Resolution:
  1. Report an issue from Help.
  2. Include the exact page, action, Workspace, item, and signed-in email.
  3. Include whether you are using browser, desktop, or mobile app.

FAQ

Who can fix Workspace membership problems?

A Workspace owner or admin can confirm invite status, membership, and role. Support can help investigate app issues but cannot assume membership changes without proper authorization.

Are account preferences shared across Workspaces?

No. Personal preferences usually apply to your own app experience. Workspace settings and permissions are separate.

Why does a public shared link show less than the app?

Public shared links are designed for read-only access. Sign in with a member account to use full app actions when you have permission.

What should I include when reporting access problems?

Include the signed-in email, Workspace name, item name, action you tried, exact error or missing control, device type, and app version.

Related topics

• Create an account and sign in securely
• Sign in with Google, Apple, Microsoft, or Facebook
• Update profile, password, and personal preferences
• Troubleshoot access and permission issues
• Accept a Workspace invite