---
updatedAt: 2026-02-03T18:01:33.000Z
agentTools:
  projectIndex: https://docs.conveyor.com/llms.txt
---

# Trust Center Issues

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**Why it happens:** Trust Center was unpublished, DNS isn't configured correctly, or DNS is still propagating (24–48 hours).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 <support@conveyor.com>

***

## 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](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:
   * **Documents:** Change the access or remove the group under **Knowledge → Documents**. Bulk edit works well. See [Managing document access](managing-document-access).
   * **Connections:** Remove the group from affected customers under **Audience → Connections**. See [Adding connections to access groups](adding-connections-to-access-groups).
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](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](previewing-your-changes) 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](featured-documents) for more.

***

## Invitees and approvals

### Visitors are struggling to verify their identity

**What you're seeing:** You or your visitors are seeing a message when they try and access the Trust Center saying that the passwordless token received via email is invalid.

<Image align="center" border={true} src="https://files.readme.io/be4a2bdf817caa294406699acdd6ddf8f15296f99bcd59eb659b3d3ea68f23e4-image.png" className="border" />

**Why it happens and how to fix:** This typically means that the one time passcode (OTP) has expired and a new code needs to be requested. This can happen for a few reasons:

<Table align={["left","left"]}>
  <thead>
    <tr>
      <th>
        Reason
      </th>

      <th>
        Solution
      </th>
    </tr>
  </thead>

  <tbody>
    <tr>
      <td>
        Code expired before login was attempted.  
        **Note:** codes expire 20 minutes after creation
      </td>

      <td>
        New code should be requested by user and the login process retried
      </td>
    </tr>

    <tr>
      <td>
        More than one code was requested; however, the most recent code is not being used to login.
      </td>

      <td>
        When new codes are requested, all previous codes are invalidated automatically. Ensure that the most recent code is always being used.
      </td>
    </tr>

    <tr>
      <td>
        Emails with OTP codes are delayed due to IT settings causing codes to expire before users receive them. 
      </td>

      <td>
        Users should request their IT teams add support@conveyor.com to their allowlist
      </td>
    </tr>

    <tr>
      <td>
        User has tried to access unsuccessfully too many times and is locked out.
      </td>

      <td>
        Contact support@conveyor.com for assistance in resetting their account before trying again.
      </td>
    </tr>
  </tbody>
</Table>

### 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](resending-invite).
4. If still not received, contact <support@conveyor.com>: domain-level filtering can block messages, and support can also assist if the user is locked out after too many attempts.

### 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](slack) to re-install or update settings.

### SSO loop says “accept invite,” but account already exists

**What you’re seeing:** SSO prompts the user to “accept an invite,” but following the link shows they already have an account.

**Why it happens:** The user both has a pending invitation and an existing account, creating a conflicting state.

**How to fix it:**

1. Delete the pending invitation for that email in Audience → Contacts.
2. Have the user sign in directly via the SSO link (not the invite link).
3. If the loop persists, contact <support@conveyor.com>.

***

## 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:**

1. Review the [Salesforce auto-approval and NDA bypass](auto-approval-and-nda-bypass) configuration
2. Check that your field mappings match the expected boolean fields
3. Verify Salesforce integration connection is active

***

## 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](https://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](passwordless-authentication) for details.

***

## Still stuck?

**Contact support:**

* Email <support@conveyor.com> with screenshots and what you've tried
* Check [status.conveyor.com](https://status.conveyor.com) for known outages