If you’ve invited someone to view your case — like an attorney, mediator, or financial expert — and they say they “can’t see anything,” the issue is likely related to access permissions, visibility scope, or role mismatch. Here’s how to fix it quickly.
1. Confirm They Accepted the Invitation
- Go to Case Settings → Shared Users.
- If their name is listed as “Pending,” the invitation hasn’t been accepted yet.
- Resend the invite if needed. Once they accept, access activates immediately.
2. Check Their Assigned Role
- If the user was added as “View Only,” they can’t upload, comment, or see private notes.
- To change this, click Edit Permissions next to their name and assign them the correct role (e.g., Attorney, Mediator).
3. Review Their Section Access
- Each shared user can be granted access to specific case areas — like documents, timeline, or motion control.
- Make sure you’ve toggled on the right sections for visibility. If nothing is selected, their dashboard will appear empty.
4. Expiration Windows
- Some users are granted time-limited access. If their view expired, they’ll lose visibility until you extend the window.
Final Step
After confirming these settings, have the shared user log out and log back in. Most updates sync instantly, but a refresh ensures their view is clean. If issues persist, contact Support — we’ll resolve it fast and discreetly.
