Troubleshooting initial issues with Shared Documents or Shared Folders

Support has now ended for Legacy Collaborate.

To upgrade to New Collaborate, refer to Upgrading to New Collaborate.

If any documents have been shared with you using the FYI Collaborate function, you should be able to access these without any issues. If the OneDrive Share Folder and Upload Folder have been shared with you these should display without any issues.

The access and verification process are Microsoft functions.

The following are some initial problems that you may encounter accessing the documents or folders that are shared with you:

  • You are already a Microsoft 365 Business user
    If you are a Microsoft 365 Business user, you will not need to request the verification code. You may be prompted to enter your password, if you are not already logged in to your Microsoft account in an open browser. The password you will need to enter is for your existing Microsoft 365 account.

  • The email address you are using to access the link is not the recipient email used
    Double check the email address the link was sent to before trying again.

  • The verification code email goes to your junk/spam folder
    After requesting the code, if the verification email does not come into your Inbox check your junk/spam folder. If the email does go here, please trust the email addresses no-reply@sharepointonline.com and account-security-noreply@accountprotection.microsoft.com so future codes go straight to your Inbox and add to your safe senders list.

  • You do not receive a verification code in your inbox or junk/spam folder
    The verification code email may have been stopped by your business’ spam filter and/or firewall. Contact your IT service to have the email addresses no-reply@sharepointonline.com and account-security-noreply@accountprotection.microsoft.com added to your business’ email whitelist and the firewall investigated.

  • The verification code is not valid
    This means that you are using an old code. It is best to go back to the email containing the secure link and request a new code. Only request this code once as multiple requests may cause further confusion for your email system.

  • Error message - This link is not available to you
    You are already signed into an email account which does not have permission to access the secure link. Logout of all email accounts and login using the email address the secure link was sent to.

  • Error message - Unable to send code. Wait a few minutes and try again
    This is an occasional Microsoft issue. It appears to be a temporary issue that clears itself after a couple of hours.
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