Why can't I open a shared file or folder in SharePoint or OneDrive?
The short answer: usually it's one of four things: you're signed in with a different account from the one the file was shared with, the link was only for specific people, the link has expired, or the file has been moved or deleted. Try opening the link in a private browser window and signing in with the right account. If that doesn't work, click Request access or ask the person who shared it to check their sharing settings.
What the error messages mean
You'll usually see one of these:
- You need permission to access this item (or similar). Microsoft knows who you are, but your account isn't on the list for this file.
- Access denied or That account doesn't have access. Same idea, often because you're signed in with the wrong account.
- This link has expired or This link has been removed. The link itself no longer works.
- Sorry, something went wrong or item might not exist. The file may have moved, been renamed or been deleted.
1. Check which account you're signed in with
This is the most common cause by far. Many people have more than one Microsoft account, such as a work one and a personal Outlook or Hotmail one. Your browser quietly uses whichever you signed in with last.
To check:
- Look at the top right corner of the page for your initials or picture, and click it to see which account is in use.
- If it's the wrong one, sign out, or open the link in a private or InPrivate browser window and sign in with the account the file was shared with.
If someone outside your business shared the file with you, it's usually tied to the exact email address they typed in. Signing in with a different address, even your own, won't work.
2. Check what kind of link it is
When someone shares a file, they choose who the link works for. The options are usually:
| Link type | Who can open it |
|---|---|
| Anyone | Anyone with the link, no sign-in needed (if your business allows it) |
| People in your organization | Anyone signed in with a work account from the same business |
| People with existing access | Only people who already had access. Handy for reminding someone where a file is |
| Specific people | Only the people the sharer named |
If the link was for specific people and you've been forwarded it by someone else, it won't work for you. The same goes for a people in your organization link if you're outside that business. You need the owner to share it with you directly.
3. Check whether the link has expired or the file has moved
Sharers can set an expiry date on a link, and some businesses set one automatically for links shared with outsiders. Once it passes, the link stops working.
Links also break when the file is deleted or the owner removes the link. If the owner has left and their OneDrive has been cleaned up, the file may be gone. Either way, ask the sender for a fresh link.
4. Request access
If you see a Request access button, use it. Add a short note saying who you are and why you need the file, then send. The owner gets an email and can approve it with a click. You'll get an email when they do.
If there's no button, just email or message the person who shared it.
If you're the one who shared it
If someone tells you they can't open your file, here's how to check:
- Find the file in OneDrive or SharePoint.
- Select it and click Share, then look for Manage access (sometimes behind the ... menu or a settings icon).
- Check which links exist, who they're for, and whether they have an expiry date. Check the person is listed and that their email address is spelled correctly.
- If in doubt, share it again directly with their email address.
If you can't share with someone outside your business at all, the external sharing settings may be switched off for that site or for the whole business. That's set by an admin in the SharePoint admin center, and it's often turned off on purpose for sensitive sites. Ask your IT person rather than finding another way round it, such as emailing the file to a personal address.
Common questions
Why does it ask an outside person for a verification code?
When you share with someone who doesn't have a Microsoft work account, Microsoft often emails them a one-time code to prove they own that email address. The code has to be used fairly quickly, so if it doesn't work, they should ask for a new one.
The file was there yesterday. Has someone deleted it?
Possibly. Deleted files go to the site's or person's recycle bin first and can usually be restored. See how to get deleted files back from OneDrive or SharePoint.
Can I see who has access to our shared files?
Yes, file by file through Manage access. For the whole business, an admin can run sharing reports. Our free Microsoft 365 audit also looks at how much is shared with people outside your business.
Want us to check yours?
Our free Microsoft 365 audit looks at your licences, security, email and backups, and tells you in plain English what to fix first. No card, no obligation.