Introduction
If you receive an email saying a document has been published to your portal but then see a “document not available” message when opening it, the document may still be available. This guide explains why this happens and how to resolve it so you can access your document.
How to fix it
Follow these steps to access your document:
Check the email address in the notification email.
Look for the “published to” address in the email you received. This is the account the document was sent to.Log out of your portal account.
In the portal, click your profile or account icon in the top-right corner.
Select Log out.
Log in to the correct account.
Go to the portal login page.
Enter the email address shown in your notification email.
Enter your password and log in.
Access your document.
Once you are logged into the correct account, the document will be visible and available for download.
Why this happens
This issue occurs when you are automatically logged into the wrong portal account after clicking the email link.
The document may have been sent to one email address (e.g.,
scott.elliott@getbusy.com).Your browser may have saved login details for a different account (e.g.,
scott.elliott@virtualcabinet.com).When you click the link, your browser uses saved cookies to log you into the wrong account.
Because that account does not have the document, the portal displays a “document retracted” or “document unavailable” message.
Tips to prevent this in future
If you have multiple portal accounts, avoid using auto-login in your browser.
Clear saved cookies if you frequently log into different accounts.
Always check the “published to” email address before clicking links.
Note: A downloadable PDF version of this article is available at the bottom of the page if you need to send it to portal end-users.