If you're seeing a permissions error or can't find content you expected to have access to, this is almost always something your organisation's internal team can resolve. Frontify Support does not have visibility into your portal's content, users, or permission settings — those are managed entirely by your organisation's administrators.
Why you might not have access
There are a few common reasons this happens:
A 403 error means you have a Frontify account but haven't been given access to the specific guideline, library, or project you're trying to view. Every user needs to be individually invited to each space — being in the account doesn't automatically grant access to everything inside it.
A 404 error means the content either no longer exists or is no longer accessible to anyone. This could mean it was deleted or unpublished.
If you can log in but some content simply isn't visible, it's likely that you haven't been invited to that particular library or project yet, or your role doesn't include access to it.
How to get access
The fastest way to get access is to contact someone inside your organisation:
Start with the person who originally invited you to Frontify — they are often an admin or can connect you to one. If you're not sure who that is, check your email for the original invitation.
You can also look inside the portal itself. Some portals display admin contact details on the 403 error page or elsewhere in the interface. If your admin has enabled it, you may also see a "Request Access" button directly on the error page, which lets you submit a request for the specific content you need.
If neither of those options works, reach out to your internal IT team or brand management team — they will be able to point you to the right person.
How to find out who your admin is
Frontify Support cannot look up or identify your organisation's administrators. To find yours:
Check who sent you the original invitation to join Frontify
Look inside your portal for any listed contact information
Ask your IT team or internal brand team
Check your company's internal directory
If you think it might be a technical issue
If you do have the right access but something still isn't working — for example, a download fails, a link is broken, or you're seeing an unexpected error — that's something Frontify Support can help with. Get in touch with us and share the URL of the page where the issue is happening so we can investigate.