Understanding the end-user experience when requesting access to Trust Center documents

Trust Center Access Request Experience

This guide explains what happens when external users request access to documents through your public Trust Center, including the magic link authentication flow.

What You'll Learn

The visitor's journey through access requests
Magic link authentication process
Document access experience
Auto-approval workflows
Security considerations

The Visitor Journey

1. Landing on Trust Center

Visitors typically arrive at your Trust Center through:

Direct link from your website
Shared link from sales/support
Search engine results
Compliance questionnaires

The Trust Center displays:

Public documents (freely accessible)
Restricted documents (require authentication)
Compliance certifications
Security policies

2. Requesting Access

When visitors try to access restricted content:

Access Prompt - Click on restricted document - "Request Access" button appears - Modal or form displays

Information Collection - Email address (required) - Name (auto-populated if possible) - Company (validated against domain) - Specific documents requested

Submission - Form validation - Request created in system - Confirmation message shown

💡 Smart Routing: If the visitor's email domain matches an approved account with auto-approval enabled, they receive instant access.

Request Processing

Behind the Scenes

When a request is submitted:

Contact Lookup - System checks for existing contact
Account Verification - Email domain matched to accounts
Auto-Approval Check - If account has auto-approval
Request Creation - Added to admin review queue
Notification - Admins alerted of new request

Status Messages

Visitors see different messages based on processing:

✓ Access request received Our team will review your request shortly. You'll receive an email once approved. Expected response time: Within 24 hours

✓ Access granted Check your email for a secure access link. The link will expire in 7 days. Didn't receive it? Check spam or request resend.

⚠️ Access request denied Please contact our support team for assistance. Support email: support@company.com

Magic Link Authentication

Email Delivery

Approved visitors receive an email:

Subject: Access Your Trust Center Documents

Hi [Name],

Your request to access our Trust Center documents has been approved.

Click the secure link below to access your documents:
[Access Your Documents]

This link will expire in 7 days for security reasons.

Best regards,
[Company] Security Team

Security Features

Magic links include:

One-time use - Link invalidated after login
Time-limited - Expires after set period
IP validation - Optional geographic restrictions
Token hashing - Secure token storage
HTTPS only - Encrypted transmission

⚠️ Security Note: Magic links are sent to the email address provided. Ensure visitors understand not to forward these links as they grant document access.