Welcome! Someone using Sync has created a shared link to give you access to files or folders. That link lets you view, download, or if the owner has granted permission, edit the shared content.
Below you’ll find solutions for the most common issues when opening or downloading shared links.
If you are having trouble opening or downloading the shared files
- Try accessing the link from a different computer or device.
- Try access the link from a different web browser.
- Try incognito / private mode in the browser.
- Disable browser extension.
- Contact the link owner (sharer) directly.
If none of the above work, ask the person who shared the link to verify the link’s permissions.
If you are getting a password error / don’t know the password
Some shared links are password‑protected for extra security. If you see a password prompt or an “Incorrect password” message:
- Verify the password.
- Double‑check capitalization and special characters.
- Look for a separate email or message.
- Ask the link owner to regenerate the shared link or reset its password.
- Contact the link owner directly.
If you are getting an error
Occasionally, you may see an error message when opening a shared link (for example, “Something went wrong” or a specific error code).
To troubleshoot:
- Refresh the page.
- Try a different browser or device.
- Check Sync’s status page.
If the issue persists, submit a support request and include the exact error message or code you’re seeing.
If the share doesn’t have the files you were expecting
The content you expect could missing because:
- The owner moved or deleted the files. Links always reflect the current folder contents.
- The share link points to the wrong folder. Ask the sharer to confirm the link.
- Your permissions were changed. The owner might have revoked access or altered sharing settings.
Next steps:
Contact the person who shared the link to verify the files still exist and that you have permission to view them.
If you want to edit Microsoft Office files from a shared link
If the shared link includes Microsoft Office files, such as Word, Excel, or PowerPoint files, you may be able to edit them online if the link owner has allowed editing.
To edit Office files from a shared link, you’ll need to sign in to Sync or create a Sync account first. If you are not signed in, you may still be able to view or download the file, but you won’t be able to edit it online.
If you don’t see the option to edit the file:
- Sign in to your Sync account, or create one if you don’t already have an account.
- Confirm that the link owner has enabled edit permissions for the shared link.
- Ask the link owner to verify that the file type can be edited online.
How to report copyright infringement or suspicious content
If you believe a shared link contains copyrighted material without permission, or otherwise violates the law, please:
- Use our online link report form here.
- Provide detailed information including the Link URL, description of the allegedly infringing content, and your contact info.
- Wait for confirmation.
- We’ll acknowledge receipt and investigate.
Optional follow‑up
Sync may reach out for more info; please respond promptly to help us resolve the issue.