Troubleshooting shared illustrations

If you're having trouble opening an illustration that was shared with you, the issue is most often related to an incorrect email or BioRender account mismatch. Follow the steps below to resolve it quickly.

Why you may not be able to open a shared illustration

This problem usually happens when:

• The illustration was sent to an email that is not linked to your BioRender account
• You're logged into the wrong BioRender account
• The sender didn’t follow the proper sharing instructions

How to fix the issue

1. Check the email address
   Make sure the illustration was shared with the email linked to your BioRender account.
2. Confirm you're logged into the correct account
   Log out and back in using the email address where the illustration was sent.
3. Verify how the illustration was shared
   Ask the sender to confirm they followed these instructions:
   How to share an illustration in BioRender

Related articles

• Send a copy of your BioRender illustration to another account
• The difference between "Share" and "Send A Copy" in BioRender
• Share your BioRender illustrations with collaborators

Need help?

If you have any questions or concerns:

1. Email Support: support@biorender.com
2. Live Chat: Available by clicking on the "Help" bubble in the app on the bottom right-hand corner.