I am being invited to view a file, but when I click accept, it says it is restricted. This has happened with three different files for one of my co-workers. An outside organization is sending us access to view, but when we click accept in our email, it still says restricted. I have clicked " ask to be added,” and I have asked the other organization, but they are not getting emails that I am doing this. My email is correct, and I have cleared my cache. I have double checked that they have sent view access and they have done all the same steps for my manager and he has no issuing accessing the files. But me and my co-worker do, we have done everything on our part but there is clearly a Figma issue. This has been going on for 2 weeks.
Question
Figma New Access Issues
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Hi
I understand that you see the "Ask to be added" button when you open organization resources which you received an invitation for, but it seems your requests are not being sent to the relevant workspace admin to accept.
This case might requires individual investigation, but I see on our backend that you already contacted our support team via ticket (#1816440) regarding this issue and one of our support specialists is working on this.
Our specialist already mentioned that they are prioritizing your request, but I've added an internal note to gain more visibility to your ticket. Please wait for them to reply to your ticket.
In the meantime, you might already be familiar with this, but I'm sharing a related document for your reference: Restrict or prevent guest access
Thanks,
Hello,
Yes, I have asked the team members that are sending me the emails and none of them are getting them. Also, my manager is getting access the exact same way and restricted page is not showing up. It showed up for one file that he did not have access to and he click asked to be added and within the hour was added. I am not sure why for me and one other team member it has been different and going on for 2 weeks!
Thanks for following up
I took a look at our system and see that you are already in an active conversation with a support specialist in a dedicated ticket(#1816440). Since troubleshooting access issues requires a closer look, continuing the conversation there is definitely the best way to get this resolved.
I also noticed that our specialist is asking you to share the file URL to investigate further.
Since you are hitting a restricted page, you might want to ask the colleagues who can access the file (like your manager) to copy the link for you, so you can pass it along to our support team.
They can get a file link by clicking “Copy link” in the Share modal of the file. Here is a handy guide you can share with them if needed: Share files and prototypes.
To help streamline the investigation, I’ll close this post for now, but please continue the conversation directly with them in your ticket.
Thanks,
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