Documents from Relay's Support or Compliance teams are shared through a secure Zendesk portal, so you'll need to sign in with your Relay email before you can view them.
What you need before you start
The Relay email address the message was sent to
Access to that inbox (for the Zendesk password reset email, if needed)
A few minutes to reset your Zendesk password if you haven't signed in before
How do I open a secure document from Relay?
Open a secure document by clicking the attachment link, signing in to Zendesk with your Relay email, and, if needed, resetting your Zendesk password before trying again.
Click the attached image or document link in the email or message from Relay Support or Compliance. The link redirects you to the Zendesk sign-in page.
Sign in with the Relay email address the message was sent to, plus your Zendesk password.
If you've never signed in to Zendesk before, or your credentials aren't accepted, choose "Forgot password" on the sign-in page.
Check your inbox for the password reset email from Zendesk and follow the link to set a new password.
Sign out of Zendesk, then click the original attachment link again.
Sign in with your email and new Zendesk password. The document opens in the secure Zendesk viewer.
Why does Relay use Zendesk for secure documents?
Zendesk sign-in confirms that sensitive documents from Relay's Support or Compliance teams are only accessible to the intended recipient. It adds a login step between the message and the file so nothing sensitive is ever exposed in an unauthenticated link.
Which email address should I use to sign in?
Use the same email address the message from Relay was sent to, which is the email address associated with your Relay account. Zendesk ties document access to that specific address, so any other inbox won't work, even if it belongs to you.
Does resetting my Zendesk password change my Relay password?
No. Resetting your Zendesk password only updates your sign-in for the Zendesk portal where secure documents are hosted. Your Relay account password stays exactly as it was.
What if my sign-in still doesn't work?
If sign-in still fails after a password reset, sign out fully, close the browser tab, and click the original attachment link again to start a fresh session. If the file still won't open, reply to the message from Relay Support or Compliance and let them know so they can resend or verify the address on file.
Common issues
Password reset email hasn't arrived. Check spam or junk, and confirm you used the exact email address the Relay message was sent to.
Sign-in fails after reset. Sign out completely, close the browser tab, and click the attachment link again to trigger a new session.
Zendesk asks for a verification you don't recognize. Reply to the Relay Support or Compliance team member who sent the document; they can confirm what to expect.
The link opens to a blank page. Try a different browser or an incognito window; browser extensions occasionally block the Zendesk viewer.
Wrong email on file. The link only works for the address the document was sent to. Contact Relay Support to have it resent to the correct address.
Related articles
Talk to our Customer Experience team
If this article did not fully answer your question, our Customer Experience team is here to help.