Fix a Broken or Not-Found Share Link in StaccShare

If a StaccShare share link isn’t working, there are a few common reasons. This page walks through each cause and how to resolve it — whether you’re the sender troubleshooting a client complaint or a recipient trying to access a shared file.

Always test a share link yourself in an incognito or private browsing window before sending it to a client. This replicates exactly what the recipient will see and catches issues before they become a problem.

Common causes and fixes

The link shows 'Not found'

Possible causes:

The file was deleted by the owner
The share link was manually revoked (Stop sharing was clicked)
The link URL was mistyped or truncated when it was sent

How to fix it:Open the Shares dashboard and search for the link. If it’s listed with a Revoked status, click ⋮ → Reshare to create a new active link. If the underlying file was deleted, re-upload it and generate a new share link. If the link isn’t listed at all, the URL may have been corrupted — copy it fresh from the Shares dashboard and resend it.

The link shows 'This link has expired'

Cause: The share link’s expiry date has passed.How to fix it:

Go to Shares in the left sidebar
Find the expired link (filter by Expired in the Status column)
Click ⋮ → Reshare
Set a new expiry date
Click Create share link and send the new URL to your recipient

The original expired link cannot be reactivated — a new link with a new URL is always generated when you reshare.

The link asks for a password but the recipient doesn't have it

Cause: The share link has password protection enabled (available on Pro and Team plans).How to fix it:Share the password with your recipient via a separate channel — for example, a follow-up email or a direct message. For security, avoid sending the password in the same message as the link itself.If you’ve forgotten the password you set, go to Shares → ⋮ → Edit to update or remove the password protection.

The link works for me but not for my recipient

Possible cause: A browser cache or session issue on the recipient’s device.How to diagnose it:Open the share link in an incognito or private browsing window on your own device. This strips out any cached session data and replicates what an external recipient sees. If the link loads correctly in incognito, the problem is specific to the recipient’s browser state.Ask your recipient to:

Clear their browser cookies and cache, then try again
Try a different browser (e.g., switch from Safari to Chrome)
Disable any browser extensions that might block redirects

If the link fails in incognito on your end too, check the Shares dashboard for the link’s status and contact support.

I shared a collection link but some files are missing

Possible causes:

Individual files were removed from the collection after the link was shared
Individual files were deleted from the library entirely

How to fix it:Open the collection in your StaccShare library and review which files are present. Re-add any files that were removed, or upload replacement versions if the originals were deleted. Collection share links always reflect the current state of the collection — once files are added back, they’ll appear on the share page immediately.

Checking link status in the Shares dashboard

The Shares dashboard is your single source of truth for all share link activity.

Open the Shares dashboard

Click Shares in the left sidebar.

Check the Status column

Each link displays one of three statuses:

Active — the link is live and accessible
Expired — the expiry date has passed
Revoked — the link was manually stopped

Take action

Use the ⋮ menu next to any link to Reshare, Edit, or Revoke it. Filter the list by status to quickly find expired or revoked links that need attention.

If a link shows Active in the Shares dashboard but recipients still can’t access it, contact support@staccshare.com and include the share link URL so the team can investigate.

​Common causes and fixes

​Checking link status in the Shares dashboard

Common causes and fixes

Checking link status in the Shares dashboard