---
schema_version: "1"
id: 19c7bfa2fd270926a0ccf7984b9e12bde9bc9d4b5631dfce55e51e4e1fa86af3
title: Troubleshoot Access Issues for High-Volume Users
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/platform/264-0-0/admin_troubleshoot_external_hpvu.md
canonical_url: https://help.salesforce.com/s/articleView?id=platform.admin_troubleshoot_external_hpvu.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 5398a08686abd172304ad66a2a7c449beb7977f76b32f42e70a85d0b559e1d8d
description: If your high-volume community or site users don’t have the expected access to data, work through these steps to identify and fix the problem. High-volume users don’t have roles and are limited in what features can be used to grant them access.
products:
  - Security
  - Salesforce Platform
release: "264"
---
# Troubleshoot Access Issues for High-Volume Users

If your high-volume community or site users don’t have the expected access to data, work through these steps to identify and fix the problem. High-volume users don’t have roles and are limited in what features can be used to grant them access.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">The available user and data management options vary according to which Salesforce edition you have.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d17894e60">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d17894e60 ">To access features or complete tasks mentioned in this topic:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d17894e60 ">See the related Help documentation.</td>

          </tr>
        </tbody>
      </table>

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-platform-access-264-0-0-production-enus/a92be132-3cbc-412a-9262-130636120c14/images/icon_note.png)

Note High-volume users include the External Apps, Customer Community, High Volume Customer Portal, and Authenticated Website license types. For more information, see [About High-Volume Community or Site Users](https://help.salesforce.com/s/articleView?id=platform.networks_about_hvpu.htm&release=264.0.0&type=5 "High-volume community or site users in Experience Cloud are limited-access users intended for orgs that have thousands to millions of users.").

![Diagram representing steps for troubleshooting access issues for high-volume users.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-platform-access-264-0-0-production-enus/a92be132-3cbc-412a-9262-130636120c14/access/images/troubleshoot_hpvu_access.png)

1. Check if the user has the necessary permissions. Go to the user’s detail page in Setup, and click **View Summary**. Review the user’s assigned object, field, and user permissions. Keep in mind what is available given the user’s license.
    1. Missing permissions: Give the user the required permissions. We recommend that you use permission sets and permission set groups to assign permissions. When possible, reuse existing permission sets and permission set groups, rather than creating new ones tailored to a specific user. However, make sure that you don’t assign more permissions than the user needs.
    2. Too many permissions: If you determine the user has permissions that they don’t need, click the permission's row-level action, and then click **Access Granted By** to see which profile, permissions sets, or permission set groups are granting this access. You can change the user’s profile or remove their permission set or permission set group assignments. You can also modify the included permissions, but doing so affects all users assigned the same profile, permission set, or permission set group.
    3. Correct permissions: Move to the next step. This issue involves record access, not permissions.
2. Check the external organization-wide default sharing settings for the object on the Sharing Settings Setup page. Keep in mind that they must be more secure than internal default settings.
3. Review your sharing sets on the Digital Experiences > Settings page. Make sure that the correct profiles are selected and the access mapping is configured correctly.