If you are getting this error message, the person who sent you the file intentionally made it so you can only open the file on one device. If you need to open it on another device you will need to contact the sender to them to reset the lock.
If this is the device you opened the file on last, you might be seeing this message because you:
- opened the file on another browser. You must open the file on the same device using the same browser as you did before, or
- cleared your cache or history, or
- you don't have cookies enabled on your browser, or
- viewed the file in incognito mode
- deleted or reset our app
We understand this can be frustrating, but the sender chose to enable the lock for security purposes. The only option you have to access a file on a second device, in any case, is to contact the sender and ask them to reset the lock.
If you need help checking your cookie settings in the future, see our How-To- Guides: How To Enable Cookies in Safari, How To Enable Cookies in Microsoft Edge, How to Enable Cookies in Firefox, How To Enable Cookies in Chrome