Troubleshooting “Unauthorized Access” for Request Lists in ShareFile

This article explains what MSLLC users should do when they see an “unauthorized access” message related to ShareFile Request Lists, and how this fits into the upcoming retirement of the Request List feature and the move to Projects and Document Requests.

1. Why you may see “unauthorized access”

An “unauthorized access” or similar error when working with a ShareFile Request List usually indicates a permissions problem. Common situations include:

You do not have the correct folder access permissions for the ShareFile folder where the Request List is stored.
You are trying to add, edit, or modify content (such as creating a new Request List) but do not have admin permissions on the folder.
You are working in a shared folder where your access is limited to viewing only.

If you cannot create a Request List at all—or cannot create one in a shared folder—this is almost always tied to how your access has been configured by the folder owner or your organization’s ShareFile administrator.

2. Immediate checks when you can’t create a Request List

2.1 Verify your folder access permissions

If you’re unable to create a Request List, first confirm that you have access to the folder where you’re trying to create it:

Confirm you can see and open the target ShareFile folder.
If you’re in a shared folder, check with the folder owner or your IT support team that you have sufficient rights to add new content.

2.2 Confirm admin permissions if you need to add or edit

If your role requires you to add, edit, or modify folders or Request Lists, ask your administrator or folder owner to confirm that admin permissions are enabled for your account on that folder. Without these permissions, you may see unauthorized access messages when you attempt to create or modify Request Lists.

2.3 Working in shared folders

If you cannot create a Request List in a shared folder:

Confirm your access permissions with the folder owner or your IT support team.
Ask them to verify that you have rights to add or edit content in that shared folder.
If basic access still doesn’t resolve the issue, you may need explicit permissions granted specifically to create Request Lists.

3. When to contact your ShareFile administrator or support

If you continue to experience unauthorized access problems after basic checks, contact your organization’s ShareFile administrator or your IT support team. They can:

Grant the appropriate access levels to the folders you need to work with.
Remove access to folders you no longer need.
Verify and adjust your permissions across multiple folders.

If folder permissions appear correct but issues persist, you can also contact ShareFile Support for additional assistance, especially if you are transitioning from Request Lists to the newer Document Requests feature.

4. Important: Request Lists retirement and read-only behavior

MSLLC users should be aware that the legacy ShareFile Request List feature is being retired and that behavior will change over time. Some limitations you encounter might be related to this retirement rather than a permissions error.

4.1 Retirement timeline

The ShareFile Request List feature will be retired on June 30, 2026.
Before retirement, all existing Request Lists will be placed into read-only mode.

4.2 What read-only mode means

Users can open, review, and work on existing Request Lists, but cannot create new requests.
Data in Request Lists remains available for reference and audit purposes while in read-only mode.
Existing files, messages, and activity history will not be deleted in read-only mode.
All files from Request Lists are stored in ShareFile folders and remain there even after Request Lists enter read-only mode.
Permissions for viewing access remain unchanged during read-only mode.

If you see unauthorized or blocked actions while trying to create new items within a Request List during or after the creation-restricted phase, this may be due to the feature moving into read-only mode rather than your individual permissions.

4.3 Shared links and uploads during the transition

Shared links to existing Request Lists will continue to work for viewing and completion until June 30, 2026.
Clients can continue to upload files through existing Request List links for open requests during the read-only or creation-restricted phase.
Users can download files from Request Lists at any time before June 30, 2026.

5. Preparing before June 30, 2026

To avoid data access concerns (which might appear like unauthorized access after retirement), MSLLC users should:

5.1 Confirm file storage

Before June 30, 2026, confirm that all necessary uploaded files from Request Lists are stored in the appropriate ShareFile folders.

5.2 Capture important Request List details

Review closed Request Lists and verify whether details are still needed.
If details are needed (such as assignee names or uploaded file dates), capture that information via screenshots or exports before June 30, 2026.
Review all open Requests and export or screenshot valuable information such as:

Task details
Comments and activity
Assignee email
Request date and due date
Uploaded date
Description and category

Users are specifically advised to take screenshots of Request List status and details if local copies are needed.

By capturing this information ahead of time, you reduce the risk of future access concerns once Request Lists are fully retired.

6. Moving from Request Lists to Document Requests

Because Request Lists will be retired, MSLLC users should begin transitioning to the new ShareFile Document Requests feature, which is part of ShareFile Projects.

6.1 No automatic migration

There is no automatic migration from ShareFile Request Lists to the new Document Requests feature.
Active Request Lists can be manually recreated as Document Requests using templates or by starting new lists.

6.2 Document Requests and Projects basics

The new Document Requests feature provides a structured way to collect files and is intended to replace Request Lists.
Document Requests in ShareFile are tied to Projects and provide more flexible sharing and role-based access control than legacy Request Lists.
ShareFile Projects can be used to manage file requests, track status, and collaborate securely with clients after Request Lists are deprecated.
ShareFile Projects is available for ShareFile Premium users and is designed to improve client collaboration workflows.

If you are unsure how to transition an existing Request List to Document Requests, contact ShareFile Support or consult the “FAQ - Projects and Document Request” resource.

7. Overview of ShareFile Projects for Request/Document Management

Once MSLLC moves from Request Lists to Projects and Document Requests, you’ll manage client document collection and collaboration inside ShareFile Projects.

7.1 Accessing ShareFile Projects

Navigate to Projects in the left side menu and select Projects to access ShareFile Projects.
ShareFile Projects is a space centered on document collaboration and is available in both internal ShareFile accounts and external user portals.
Projects enable users to track and engage in client collaboration activities, including Document Requests, in one place.

7.2 Roles and permissions in Projects

Projects use defined access roles to control what each user can do, which helps avoid unauthorized access issues when configured correctly.

Project Owner / Owner
- Owner users can edit and delete anything in the project and can delete projects they created.
- Only the current Project Owner can add additional Project Owners.
- If a Project Owner is removed before assigning a new one, a new Project Owner cannot be added and the project cannot be deleted.
- Project Owners can add team members from their organization to work on the project.
Team member
- Team members are counterparts in the project owner’s organization.
- They can assist with any task in the project but cannot delete the project owner or other team members.
Client Contact
- Client Contact users can only edit and delete their own content in the project.
- They can add other contributors within their organization only if given additional access.
Client Limited
- A restricted client role with limited permissions, similar to a client user.
Custom Limited
- Limits permissions so the user can only see the name and description of the project.
- Further restricts permissions to those available to a client user.
Custom
- Assumes no predefined permissions.
- Allows a Project Owner to choose the specific permissions a user should have.

Permissions in Projects operate at two levels:

Project permissions apply to the entire project and all content in it.
Content-specific permissions can be set when a user’s permissions need to vary based on the type of content.

Users always have full permissions for any content they create. Some permissions are automatically modified based on selected options but can be changed as needed by the Project Owner.

7.3 Managing Project users

Project Owners can invite and manage users to avoid unauthorized access while ensuring the right people have the access they need:

Project users can be internal users, client users, client limited users, or custom users.
To manage users, the Project Owner must select More options and then Manage project users.
In the Manage project users pop-up, select Share to add other users.
When inviting a user, type the user’s name, choose a permission set, optionally add a message, and select Share.
Project Owners can select View Permissions to review what a particular user can do, and Edit Permissions to change those permissions.
To remove a user from a project, the Project Owner can select Remove User; they can later re-add the user by re-inviting them.

8. Using Document Requests and files inside Projects

8.1 Document Requests as the new request list tool

Document Requests in Projects act as a request list tool to request and collect documents securely and digitally.
They are used as structured request lists to complete tasks by requesting and collecting documents from clients and service providers.

8.2 Files in Projects

Files such as .docx, .pdf, .jpg, and .xlsx can be uploaded to Projects and shared across a project with invited users.
Project users must select the Files tab or View all in the Files tile to access or add files.
To add files, users select Upload a file, then drag or browse to the file and select Upload.

8.3 File and folder descriptions

Descriptions can be added to files and folders in the Files section of a project.
To add a description from the Files section, select the item, click More, and select Add description.
You can also add a description from the content viewer by opening the file and selecting Add description in the preview window.
Descriptions can be edited from the Files menu by clicking the description label and saving changes.
Descriptions can also be edited from inside the file or folder by selecting Edit description and saving the changes.
Descriptions remain associated with an individual file regardless of its version history.

9. Collaboration tools in Projects: Comments, Tasks, and Activity Reports

9.1 Comments

Comments in Projects are used to communicate with other assigned project users inside a project.
Project users can access the Comment viewer by selecting View all in the Comments tile on the project dashboard.
Users can add comments by typing in the comment text box and selecting Submit; all assigned project users can review and respond.

9.2 Tasks

Tasks in Projects allow users to organize and track back-office work related to a client project inside the project itself.
Document Requests can be used as part of task completion by requesting and collecting necessary documents from clients and service providers.

9.3 Activity reports

Projects allows users to create a project activity report covering activity during the completion of a project.
To create an activity report, select the project, click the ellipsis next to the project name, and select Create activity report.
Enter a report name and a date range, then select Create to generate the report.
ShareFile generates project activity reports as .csv files that users can download via the browser and open with any chosen application.

10. Summary: What MSLLC users should do

If you see “unauthorized access” with Request Lists, first verify folder access and admin permissions, especially in shared folders.
If you still have issues, contact your MSLLC ShareFile administrator or IT support; they can adjust your permissions or confirm if the feature is in read-only mode.
Be aware that Request Lists will be retired on June 30, 2026; limitations on creating new requests may be due to this retirement.
Before the retirement date, confirm all needed files are stored in ShareFile folders and capture important Request List details (screenshots or exports).
Begin transitioning to Projects and Document Requests for all new or ongoing document collection workflows.

For further guidance during the transition, MSLLC users can reach out to ShareFile Support or review the “FAQ - Projects and Document Request” resource.