Send refused visitors to a page of your own Pro

By default, opening a document you cannot access gives a not-found page. That is safe, but it is a dead end — the visitor has no idea whether they need to log in, ask someone, or gave up on a broken link.

Under Documents → Settings → Downloads → When access is refused, pick a page of your own. A short "request access" page with a contact form is the usual choice.

The important exception

Documents whose very existence is private are never redirected. <!– claim-ok: verified by the integration suite — "a document assigned to named people never redirects — that would confirm it exists" –>They keep the not-found page, whatever this setting says.

That covers anything:

• assigned to named people (Visibility → Specific people only),
• shared with a group,
• or filed in a client-area category — including a sub-category of one.

The reason is the disclosure, not the wording. <!– claim-ok: verified by the integration suite — "its title never reaches their library" –>Those documents never appear in anyone else’s library, not even as a locked row, precisely so one client cannot learn the names of another client’s files. Redirecting to a "request access" page would confirm the document exists to anyone who guessed the URL — exactly what the not-found page is there to prevent.

What does get redirected

Documents restricted by role or by a category password. Those already appear as padlocked rows in libraries, so they are known to exist and a friendlier refusal discloses no more than the padlocked row already does.

A note on wording

Write the page for someone who may be entitled to the document and simply is not signed in. "You may need to sign in, or ask us for access" travels better than "access denied".