Start by asking what the recipient sees. “The link does not work” can mean the link is revoked, the access email is delayed, the address is not allowed, or the browser is blocking the saved verification session.
Check the link state
Open the document’s Links area and confirm that the exact link is active and has not expired. If several links have similar labels, compare the URL or recipient before changing anything.
Do not send a replacement URL immediately if the original link should remain the source of analytics. Fixing the existing link can preserve a clearer history.
Restricted Access problems
If the recipient is not receiving a one-time link:
- Confirm the entered address is on the allowlist.
- Check spelling, aliases, and the company domain.
- Ask the recipient to check spam, quarantine, and corporate email security tools.
- Wait briefly before requesting another message.
- Ask them to open the one-time link in the same browser they plan to use for the document.
Restricted Access verifies the allowed inbox. Forwarding the document URL to another person does not grant that person access.
If the viewer needs a different address, add that address to the allowlist rather than asking them to impersonate the original recipient.
Browser and cookie problems
Verification creates a browser session for the protected link. Private browsing, aggressive cookie blocking, switching browsers, or opening the email link on another device can require another verification.
Ask the recipient to try a current version of Chrome, Safari, Firefox, or Edge. Corporate browsers can apply additional restrictions. If the problem continues, collect the browser, operating system, time, and a screenshot that does not reveal confidential content.
Download button missing
The sender can disable downloads on eligible plans. A missing download button may be intentional. Confirm the link’s download setting before treating it as a defect.
Custom-domain problems
If a branded link fails while the standard HummingDeck link works, reply to the setup ticket or open a new Support ticket. Support can confirm whether the domain and its SSL certificate are active. DNS changes can take time to propagate across networks.
Contact Support
Include the workspace, document title, link label, approximate time, recipient domain, and visible error. Do not paste a one-time access token or private credential into the ticket.