In this article, we will be discussing the most frequently asked questions related to accessing TitanFile as an external user.
Current Workflow Overview
Today, when an internal user creates a channel and adds an external participant:
1. An email is triggered to the external participant once a file/message is sent.
2. The participant clicks "Access Files" in the email
3. Verify their email with a one-time PIN
4. Set a password (username defaults to their email)
5. Optionally: Choose a 2FA option
Once the participant (external user) has registered, they can access the channel.
Where things can go wrong
When done correctly, TitanFile's workflow allows for a seamless exchange of files between internal and external users. However, there are various instances where the workflow may be disrupted, resulting in confusion and delayed access.
Frequently Asked Questions
Why am I being redirected to a login page?
The core workflow of TitanFile requires external users to create a free guest account to access TitanFile. After clicking the email invitation with a green "Access Files" button, external users will be redirected to a page to create a password (after entering your one-time PIN verification). Why are you being taken to a login page instead?
Answer #1: Email forwarding
TitanFile is adopted by firms for our top-tier security. This means that if you are not the original recipient of an email invitation and have not been added to a TitanFile channel directly, access is denied. When an access email is forwarded, the "Access Files" button will automatically redirect to the login page as part of the authentication and access control system.
Solutions:
- Contact the sender and request to be added to the channel directly for access
- Ask the original recipient (who forwarded the email invitation to you) to access the files and share them with you afterwards
Answer #2: Direct link sharing
When a licensed TitanFile user creates a new channel and shares the link directly with a client, this does not follow TitanFile's core workflow and disrupts access. Without adding contacts to a channel and sending a message, the external user has not been registered in TitanFile's system and will not have access to the channel. As a result, when the direct link is clicked, TitanFile's system will trigger a re-authentication step, directing them to the login page to ensure that only authorized individuals can view or interact with sensitive information.
Solution: Follow TitanFile's core workflow
- Internal users must create a new channel
- Add the external user
- Send a message and/or file
Please note: If you are an external contact, you will need to contact the sender and request that a message and/or file be sent in the channel to activate your invitation.
Answer #3: Existing User Scenario
When an external user has accessed TitanFile previously, whether it be last week or the last decade, TitanFile's system will recognize their email and redirect them to a login page. If you are unsure of whether you have a guest account, you can:
- Click the "Forgot password" button on the bottom right of the login page
- Enter your email address
- Click the "Reset password" button in your email invitation
- Create a new password to log in
Once your password has been reset, you will have access to TitanFile and can click the original "Access Files" email to be redirected to the files.
If you have any questions, please contact support@titanfile.com via email or call