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

Last updated: September 5th 2026 · Status: Validated · Article ID: 3922624

💻 Environment/Context

  • External Group
  • Auto-sharing
  • Portal Access
  • Collections
  • 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 access type

  • Go to Distribution > External groups
  • Select the external group
  • Open the Access tab
  • Change from Portal access to Auto sharing
  • Save changes

Verify the changes

  • Refresh the page
  • If access type reverted to Portal access, proceed to workaround

 

Workaround (if change doesn't persist)

A known UI glitch causes the access type to revert after refresh. To work around this:

  • Go to Distribution > External distribution > Portal tab
  • Open each portal the external group is linked to
  • Go to the Access section
  • Remove the external group by clicking the X (delete) button
  • Repeat for all portals (check multiple if they exist)
  • Once unlinked from all portals, users will have full platform access
  • If the external group is linked to multiple portals and you’re unable to locate all of them, please contact Support via Live Chat for assistance.

 

 

🥚 Cause

  • UI glitch causes access type changes to revert after a page refresh. External groups must be unlinked from all portals to enable full platform access.

 

🔖 Notes