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External Group user sees Portal-Only access instead of the full platform

Last updated: October 15th 2026 · Status: Validated · Article ID: 3922624

💻 Environment/Context

  • External groups
  • Portals

 

❓ Issue/Question

  • I have a user who is part of an external group and should be able to access ScorePlay collections directly. However, they can only see portals, which is not the access right I gave
  • A user in an External Group logs into ScorePlay and only sees a Portal selection screen. They cannot access Collections or the Media Library

 

👌 Resolution/Answer

  • Change the access type
    • Navigate to Distribution > External groups
    • Select the external group
    • Open the Access tab
    • Change Portal access to Auto sharing
    • Save the changes
  • Check the change
    • Refresh the page
    • If the access type is back to Portal access, follow the workaround below
  • Workaround: Unlink the external group from all portals
    • Navigate to Distribution > External distribution > Portal
    • Open each portal the external group is linked to
    • In the Access section, click the X next to the external group

  • Repeat this for every portal the group is linked to
    • Once the group is unlinked from all portals, its users get full platform access
    • If you can’t find all the portals, reach out to the ScorePlay support team via the Live Chat

 

 

🥚 Cause

  • A known UI glitch makes the access type change revert after a page refresh
  • The external group needs to be unlinked from all portals to get full platform access

 

🔖 Notes