Open a file a company shared with you

Open a secure link a company sent you to a file, a folder of photos, a note or a document, enter a passcode if asked, preview and download, and what to do when the link has stopped working.

A company shares a file, a folder, a note, or a quote, invoice or statement by sending you a secure link. It opens a page with the company's name and logo at the top, at an address that starts with /s/. You do not need a portal account unless the company asks for one.

Steps

1. Open the link from the email or text.
2. If the page says This share is passcode protected., type the passcode the company gave you under Share passcode and select Continue. Select Show to check what you typed.
3. If the page says Customer portal sign-in required., select Sign in to continue and sign in to the portal. See Sign in to the portal.
4. Read or look through what was shared:
   • One file: its name, type and size, with a preview underneath. Select Download file to save it.
   • A folder: the folder name, how many files it holds, and a grid of files. Select a file to preview it full size and use the arrows to move between files. Select Download to save one. Load more files appears at the bottom when there are more. When the folder has a Refresh button, it shows files the company added since you opened it.
   • A note: its title, when it was updated, and the text.
   • A quote, invoice or statement: the document itself, laid out like the paper copy. See See and download an invoice.

What you see

• Need a hand? at the bottom has the company's phone number and email when it shares them.
• A file still being checked shows NovaScan is checking this file, and a video still being prepared shows Nova is preparing this video. They become available on their own; you can leave the page open.
• Download unavailable or no download button: the company shared the file to look at only, or it is not ready yet.

If something looks different

• This link has expired. or This link can’t be used anymore.: the link ran out or the company stopped sharing it. Ask the company for a new link.
• Share link retired, with This share link is no longer supported.: the link uses an old address that no longer works. Ask the company to send you a new link; the old one cannot be brought back.
• We couldn’t find that link.: part of the link is missing. Open it again from the original message, or copy the whole address.
• That passcode is incorrect. Try again.: check the passcode with the company.
• Preview unavailable: your browser cannot show this kind of file. Download it instead when the button is there.
• File blocked by NovaScan: the file did not pass the safety check and cannot be opened. Ask the company to send it again.
• Too many attempts.: wait a few minutes, then select Try again.