Clients losing edit access & Open session lock the client out in particular

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1

I use fig jam for online tutoring and remote AP courses for homeschool students. I’m planning to transition to Fig Jam from Jam Board for next Academic Year and I’ve been testing it this semester. I’m concerned about access issues I’ve been having so please help me understand if I am doing something wrong or if there is something wrong with the application itself.

Three times it has happened I share a fig jam with a student and they eventually can’t edit the board, even when I set the board to open session.

Twice this occurred after 7 days so I assume the student didn’t set up an account. But they should still be able to access the board in an open sessions, correct?

The third time was a student on his school email who had set up an account. Everything worked for about 2-3 weeks and then suddenly he could only see the boards I created in view only mode. What was strange is that he could create boards that I could edit. We successfully used the board he created for several weeks without issue.

What was really strange was that in all of these cases it appeared that anyone in the world could edit the board EXCEPT my client. I could paste the link in incognito mode or in other browsers where I was not logged into Figma and edit the board without any issue. But no matter what we did the client did they could NOT edit the board from their machine, even in open session.

For my use case, having to go to open session is fine as the students rarely need to edit the fig jam on their own. However, I need to be able to have open session as a back up to make this product viable.

Please help. Perhaps I am setting up the project or team permissions incorrectly and that is messing thing up???

Thanks!

2

Hi there,

Thanks for sharing the details. As I checked it with our internal team, it seems we need more information to investigate. So, could you reach out directly to the support team with a copy of your file: https://help.figma.com/hc/en-us/requests/new?

Please make sure you use the email associated with your Figma account, include links to the file in question, and share access with support-share@figma.com. Don’t worry, inviting us to view your file won’t impact your billing.

Thanks,
Toku

4

Thanks. I shared the file with support-share@figma.com and submitted a new request outlining the problem.

Am I correct that “open session” should work for anyone in any circumstances?

6

Thank you for submitting a case. I can confirm that our support team has received your issue and they are currently working on it. Please continue your communication with them!