If you've granted a user or group access to a document section but they still can’t view it, here are a few things to double-check:

1. Refresh or restart

If access was just granted, users might need to refresh their browser or restart the app.
This clears cached data and pulls in the updated access permissions.

2. Check document access at the section level

Access is controlled at the section level, not the individual document level.

To verify:

1. Go to Docs in your community

2. Hover over the section name and click the three-dot menu to the right

3. Click Edit

4. Scroll to the Limit Access section

5. Confirm the correct users, roles, or access groups have access

3. Check access group permissions

If a member is supposed to have access based on group membership:

1. Go to Settings → Access Groups

2. Find the correct group and click the three-dot menu

3. Select Edit Group

4. Scroll to the Access section

5. Make sure the correct document section is included here

Need a refresher on Access Groups? Check out our Access Groups Overview ->

4. Confirm the user is in the correct access group

Sometimes the issue is that the user was never added to the right group.

To confirm:

1. Go to Settings → Access Groups

2. Hover over the group and click View Members

3. Confirm the user is listed

4. If not, add them manually (for manual or joinable groups)

❗ For automated groups, users must meet the filters/criteria defined in the group settings — they can’t be added manually.

Recap

✅ Refresh the app
✅ Check section access
✅ Confirm group access
✅ Make sure the user is in the correct group

Once these are confirmed, users will get access to the documents they should see.