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Your audit trail shows when a link was opened but not by whom, so the step to take is to issue your client a new link, which stops the old one at once.

Each client has their own link for each request, and the link is what identifies them. Whoever holds it can open the page your client would see. That page shows the request's title, what it asks for and the notice. Only part of the email address or phone number the link was sent to is shown. The person can agree to the notice, add documents and replace documents already sent, as your client could. Nobody can open or download an uploaded document through the link. Anything added through it, a consent included, is recorded under your client's name.

What your audit trail shows

Open Activity and choose the Audit trail tab. Each time the page is opened, the trail records Link opened. The row says which link was opened and when. It does not say who opened it, and it does not record where from or on which device. The trail therefore cannot tell your client from someone else. The same tab records a refused attempt, for example Link refused: replaced by a new link. A link that has already been finished and is opened again shows as Finished link opened again. You need the role switch See the audit trail to see the tab.

Replace the link

  1. 1 Open the request and find your client's row.
  2. 2 Choose the icon labelled Issue a new link. If the link has already ended, the row shows Get a new link instead.
  3. 3 Under The link stays open for, choose 7, 14 or 30 days.
  4. 4 Choose Get a new link.
  5. 5 Send your client the new link. The row is back under Not sent.

The old link stops working at once. Anyone who opens it is told that it has been replaced by a newer one. What your client had already uploaded stays. Issuing a new link covers the rest, including reminders.

You need the Create and send requests switch on your role. The request must be open. Once your client has finished, their link shows only that the request is complete, and you cannot issue another.