Plan for access and download failures
If the recipient cannot use the delivery interface or file format, agree an accessible alternative through an approved contact route. Confirm identity, recipient and disclosure scope before transferring the same approved materials by another method.
- Check whether the link is expired, revoked or awaiting the correct passcode before issuing another link.
- A link-open event does not prove that every file downloaded successfully; ask which step failed without requesting sensitive attachments.
- Record the replacement link or approved alternative and revoke superseded access when appropriate.
Check delivery settings before sending
Response materials may contain sensitive personal data. Delivery links are available in the Response & delivery tab after the response packet is approved.
- 1. Open Response & delivery and confirm the packet status is Approved.
- 2. Enter Expiration hours, choose Require passcode when needed, and enter the passcode.
- 3. Select Create delivery link, then copy the link and share the passcode separately.
- 4. If Create delivery link is disabled, resolve the packet approval requirement first.
Monitor and revoke when needed
Access logs and revocation help teams respond if something looks wrong. A delivery can be reissued when access expires or a corrected packet is needed.
- Review access events for unusual behavior.
- Revoke links that were sent to the wrong recipient or need correction.
- Record resend or revocation rationale in the case history.
If the recipient cannot open the response
First establish which part failed: opening the link, entering a passcode, or downloading a file. Check the delivery history and current access state before creating another link.
- Confirm whether the link has expired or been revoked.
- Do not ask the recipient to post the delivery link or passcode in a public support channel.
- If the packet itself is wrong, stop access and review the corrected response before sharing it.
- Remember that revocation stops access through the link, but cannot recall files already downloaded.
Need more help?
Product support is available at support@privacyrequests.co. Requesters should contact the company handling the request first because that company controls the case record and response decisions.