Troubleshoot sign-in and missing access

Start with the symptom that matches what you see. A sign-in problem and a missing asset can have different causes: being signed in does not automatically give you access to every workspace or review.

The sign-in email has not arrived

1. Check that you entered the address your team invited, including its spelling.
2. Check your spam or junk folder.
3. On Check your email, wait for the 60-second resend countdown to finish, then select Resend link.
4. If the address shown is wrong, select Use a different address and enter the invited one.

If the email still does not arrive, ask an admin to confirm the address and your access. Brightproof is invitation-only; entering a new address on the sign-in page does not register an account.

The link is expired, already used, or incomplete

Return to the sign-in page, enter your invited email, and select Email me a sign-in link. Open the newest email and follow its link. A sign-in link works once; an old email is not a reusable bookmark for the app.

If a fresh link also fails, give your admin the error message and the time you tried. Do not forward the sign-in link itself—it grants access to your account.

Brightproof cannot reach the sign-in service

Check your internet connection, then try again. If other websites load but Brightproof continues to show the same error, contact your admin with the message and when it occurred.

I signed in but see No workspace yet

Check the email shown on the page. If it is not the invited address, select Sign out and sign in with the correct one.

If it is correct, ask an admin to confirm that you have been added to the intended workspace. Check your inbox for an invitation already sent. Creating another account is not needed to join an additional workspace.

A project or asset is missing

Work through these checks in order:

1. Workspace: Open the workspace selector and check that you are in the right one.
2. Filters: In Assets or Review queue, clear search text and check the project, status, and deadline filters. A reviewer can also check All reviews instead of only Awaiting you.
3. Current decision: Work you already decided on can leave Awaiting you. Check Reviewed by you or All reviews.
4. Sharing: Ask the creative team whether the asset is still a draft or was returned to draft.
5. Invitations: Ask them to check both direct asset invitations and project reviewer membership.
6. Location and archive state: Confirm that the asset has not moved to another project and that neither it nor its project was archived.

A project invitation covers its shared assets. Moving an asset out of that project can remove your access unless you also have a direct asset invitation. Removing one invitation does not remove a second route of access that still applies.

An unavailable direct link can reflect an access change, not a broken file. Ask the creative team to check the item rather than repeatedly requesting new sign-in links.

I can see less after changing workspaces

Your role can differ by workspace. Creative-team access in one workspace does not grant the same access in another. See Find and switch workspaces.

If your membership was removed, an admin needs to restore your workspace access. Removing membership preserves your authored work, comments, and decisions; it does not delete your global account or your access to other workspaces.

A guest review link is unavailable

Guest links have their own access rules. Ask the person who shared the link to check its expiry, revocation state, view permission, and whether the asset is shared and unarchived. If prompted for a passcode, use the passcode supplied for that link.

An expired or revoked guest link is not fixed by creating a workspace account. The sender may need to create a new link. See Share a guest review link.

What to send your admin

Include your sign-in email, intended workspace, project or asset name, the exact error, and when the issue started. Mention whether you can open other work in that workspace. Keep sign-in links, guest passcodes, and sensitive artwork out of screenshots shared for troubleshooting.