Troubleshooting Trust Center Access Issues

Last updated: March 21, 2026

This section helps when someone cannot access the Trust Center page or cannot view or download resources after requesting access.

The Trust Center page does not load or returns “not found”

  • Check that the Trust Center is live. In the dashboard, open the Trust Center Editor. If the status is offline, the public page will not be available. Use Make live to publish it.

  • Check the URL. Confirm the visitor is using the correct URL: either the default URL with your slug (from Org settings > Trust center > Trust center website domain) or your custom domain if configured. Typos or an old bookmark can lead to a “not found” or wrong page.

  • Check the organization. If your instance supports multiple organizations, ensure the URL matches the organization that owns the Trust Center (e.g. correct slug or domain for that org).

A visitor requested access but cannot view or download resources

  • They must use the link from the grant email. After you Grant access from the dashboard (Trust Center > Access requests > Grant access), the recipient receives an email with a link. That link includes a grant parameter. They should open the Trust Center from that link (or the link will store the grant in the browser). If they go to the Trust Center URL without that grant, they will not have access to protected resources.

  • Grant may have expired. If you set an expiration date when granting access, the grant stops working after that date. They will need to request access again and be granted a new link.

  • Grant may have been revoked. If access was revoked from the History (or equivalent) in the dashboard, the old link will no longer work. They must submit a new request and be granted again.

“Reclaim access” for visitors who already had access

If a visitor had access before (e.g. they lost the grant link or switched devices), they can use Reclaim access on the Trust Center page. They enter the same email address that was used when access was granted. If that email has an active grant, they receive a new link to regain access. If they do not receive a link, they may need to request access again from the Request access flow so your team can approve and grant again.

Recipients not receiving access request notifications

  • Check access request recipients. In Org settings > Trust center, the Access request recipients list defines who receives notifications for new access requests. Ensure the right teammates are added as Recipients and that their email addresses are correct.

  • Check spam/junk. Ask recipients to check spam or junk folders and to allowlist the sender or domain used by Mycroft for these emails.

NDA or request form issues

  • If the Request access form requires NDA agreement but the NDA link is broken, go to Org settings > Trust center and confirm NDA required is On and either Use Mycroft default NDA is selected or Use custom uploaded NDA has a valid file uploaded. Re-save if you made changes.

  • If requesters report that the form does not submit, ensure they have filled all required fields (e.g. first name, last name, work email, company, reason) and, when applicable, have checked the NDA agreement. Clearing cache or trying another browser can help rule out client-side issues.