I can’t see a case I expect to see
Common reasons:
You’re in the wrong organization
The case wasn’t shared with your user
It’s archived/completed and not in your current view
Your role limits visibility
What to do:
Check if you can switch organizations (if you belong to multiple)
Search by identifiers (Case number / identifier / printable label)
Check different case lists if available (Active / Archived / Completed)
Ask the case owner/admin to confirm the case was shared with you
I can view a case but can’t edit/approve/download
This is usually role/permission-related.
What to do:
Ask your Organization Admin to confirm your role permissions
Confirm whether downloads and approvals are enabled for your role
A case was shared with me but I can’t find it on the homepage
This is expected for many shared cases.
Why:
The case may belong to another organization
Shared cases might not appear as “owned” cases in your dashboard
Fix:
Search your email and open the case using the original shared link
I used to access a shared case, but now the link doesn’t work
Possible causes:
Owner/admin changed permissions
Public link expired
Sharing was revoked
Fix:
Ask the case owner to share again
If it was a public link, request a new one