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Help Center

Trust Center Issues

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Having trouble with your Trust Center? This page covers the most common issues and how to fix them.

Can't find your issue here? Check the bottom of this page for where to get help.

General setup issues

Trust Center shows 404 error

What you're seeing: Your custom domain shows "Page Not Found."

Why it happens: Trust Center was unpublished, DNS isn't configured correctly, or DNS is still propagating (24–48 hours).

How to fix it:

  1. Go to Designer → check "Go Live" toggle is on (green)
  2. If just added DNS records, wait 24–48 hours for propagation
  3. Test the default URL (conveyor.com/yourcompany) – if that works, it's DNS
  4. Contact support if it's been 48+ hours

Prevent it: Avoid unpublishing to make edits or do so during off-hours.

Custom domain not working after DNS setup

What you're seeing: Custom domain doesn't load even after DNS records were added.

Why it happens: DNS records incorrect, propagation still in progress, or Trust Center not published.

How to fix it:

  1. Verify DNS records with IT team – check all CNAMEs match what Conveyor provided
  2. Confirm Trust Center is published (Designer → "Go Live" toggle on)
  3. Use DNS checker (like whatsmydns.net) to verify records are visible
  4. Wait up to 72 hours for propagation
  5. If still not working after 48 hours, email [email protected]

Designer and layout issues

Changes in Designer not appearing live

What you're seeing: Updated headers, sections, or layout in Designer but live site shows old version.

Why it happens: Browser cache or changes weren't saved.

How to fix it:

  1. Hard refresh: Cmd/Ctrl + Shift + R (or open incognito window)
  2. Verify changes saved in Designer
  3. Make sure you're on the live URL, not a preview link

Branding not appearing

What you're seeing: Logo, colors, or banner not showing on Trust Center.

Why it happens: File too large/wrong format, browser cache, or changes not saved.

How to fix it:

  1. Verify branding in Designer → click logo → check Brand Settings
  2. Check image specs: Logo 320×320px, Banner 1100×200px, .png/.jpg/.jpeg/.gif, under 10MB
  3. Hard refresh: Cmd/Ctrl + Shift + R
  4. Wait 1–2 minutes for image processing, then refresh

NDA and access issues

NDA signing flow not behaving as expected

What you're seeing: NDA prompts aren’t appearing or users are bypassing unexpectedly.

Why it happens: NDA signing logic is misconfigured (e.g. “No NDA required” is selected) or Salesforce bypass rules are active.

How to fix it:

  1. Go to Designer → Manage NDA and confirm the correct logic (every user / first per domain / none)
  2. Check Salesforce auto-approval and NDA bypass if using integrations
  3. Confirm your NDA (clickwrapped or DocuSign) is set up correctly

Access group can’t be deleted

What you’re seeing: The delete icon is disabled, or a tooltip says the group is still in use.

Why it happens: Access groups can’t be removed while they’re referenced by documents or connections.

How to fix it:

  1. Go to Organization preferences → Access groups and hover over the delete icon to see where the group is being used (e.g., documents or connections).
  2. Remove the group from those places:
  3. Return to Organization preferences → Access groups and delete the group.

Prevent it: Before deleting, filter by the group in Documents and Connections to clear references first. See Creating and managing access groups.

Public view and sharing issues

Documents showing in public view

What you're seeing: Sensitive documents visible to unauthenticated visitors.

Why it happens: Document access level is set to "Public."

How to fix it:

  1. Go to Knowledge → Documents
  2. Find the document → open settings
  3. Change Access Level from "Public" to "Private" or assign an access group
  4. Save

Prevent it: Use Preview to check public view before publishing.

Document-specific issues

Preview not showing expected content

What you're seeing: Document doesn't appear when previewing with access group selected.

Why it happens: Document isn't assigned to that access group, marked as "Internal only," or section is toggled off.

How to fix it:

  1. Check document settings (Knowledge → Documents) – verify access group assignment
  2. Check Designer → Customize Layout – make sure section is toggled on
  3. Try previewing as a specific user email if available

Featured documents not displaying as expected

What you’re seeing: Documents that are set as “Featured” aren’t appearing in the featured section.

Why it happens: The document is not published, is gated behind an access group the preview user doesn’t have, or is assigned to a different product line.

How to fix it:
1. Check settings in Knowledge → Documents and make sure the document is shared to the Trust Center.
2. Verify access group settings: featured documents still respect gating.
3. Confirm the product line filter matches where you expect the document to appear.

👉 See Featuring documents for more.

Invitees and approvals

Invite email wasn’t received

What you’re seeing: A user reports they didn’t get their Trust Center invite.

Why it happens: Email may be caught in spam, the address was mistyped, or the invite expired.

How to fix it:
1. Confirm the email address is correct under Audience → Contacts.
2. Ask the user to check their spam/junk folders.
3. Resend the invitation. See Resending invites.
4. If still not received, contact support - sometimes domain-level filtering is the cause.

Access request approvals not appearing in Slack

What you’re seeing: ConveyorBot doesn’t send access request notifications.

Why it happens: ConveyorBot isn’t installed properly or notifications are disabled.

How to fix it:
1. Check Slack app installation in Organization Preferences → Integration Configuration.
2. Confirm ConveyorBot has access to the correct channel.
3. See Slack integration to re-install or update settings.

Integrations and automation

Salesforce auto-approvals not applying

What you're seeing: NDA prompts or approvals aren't being applied automatically.

Why it happens: Salesforce rules may be misconfigured or fields not syncing.

How to fix it:

Previewing and testing

Preview mode shows outdated content

What you're seeing: Content preview doesn’t reflect recent changes.

Why it happens: Cached preview state or changes not saved.

How to fix it:

  1. Save all changes in Designer and Documents
  2. Refresh preview mode or open a new session
  3. Double-check assigned access groups and gating settings

Other common problems

Slow loading or layout glitches

What you're seeing: Pages take a long time to load or render oddly.

Why it happens: Large banner files, network issues, or transient CDN delays.

How to fix it:

  • Optimize banner/logo sizes per specs
  • Test on a different network or incognito
  • Check status.conveyor.com for known outages

Users are logged out or need new codes

What you’re seeing: Users need to re-enter their email codes.

Why it happens: Conveyor’s passwordless authentication codes expire every 30 days.

How to fix it:
This is expected behavior - users will need to receive a new code periodically to confirm they’re still part of their organization to make sure your Trust Center remains secure.

👉 See Passwordless authentication for details.

Still stuck?

Contact support:

Updated 2 days ago