---
## When to customize the Access denied page
Customize the Access denied page when you want readers who hit a permission boundary to receive a clear, branded message instead of a generic browser error. Common situations where this matters:
- Your knowledge base uses Private or Mixed access and different reader groups have access to different categories — readers who attempt to access restricted content need a clear explanation and a way forward.
- You want to give readers a specific action to take, such as contacting an admin or requesting elevated access, so they don't reach a dead end.
- Your knowledge base is customer-facing and you want the error page to reflect your brand — same colors, tone, and navigation options as the rest of the site.
- The default Access denied message does not match your organization's tone or terminology and needs to be updated to reflect how your team communicates with readers.
---
## Customize the Access denied page
1. Navigate to {{variable.Settings}} () > {{variable.Knowledge base site}} in the left navigation bar of the Knowledge base portal.
2. In the left navigation pane, navigate to **Site customization**.
3. Click the **Customize site** button.
4. From the left dropdown menu, select **Access denied** page.
5. Customize the page using one of two options:
- **Basic style** - Customize the default image, heading, and paragraph.
- **Custom style** - Add custom HTML and CSS. Use the **Preview** toggle to switch between code view and rendered view.
6. Click **Save** to save without applying immediately, **Preview** to review, and **Publish** to make changes live.
---
## Basic style
### Adding an image
1. Click **Image**. The Image panel appears.
2. Click **Change** and choose between:
- **Default images** - Select from available default images and click **Save**.
- **Image** - Enter an image URL or upload from your Drive and click **Save**.
3. Set the image alignment (left, center, or right) as needed.
:::(Info) ( NOTE)
The image element on the Access denied page cannot be hidden or deleted. Only the Heading and Paragraph elements support the Hide option.
:::
### Adding a heading
1. Click **Heading**. The Heading panel appears.
2. Enter the desired heading text.
3. Select a color from the text color palette.
> The default heading will be "Sorry!"
### Adding a paragraph
1. Click **Paragraph**. The Paragraph panel appears.
2. Enter a description to help readers understand the context.
3. Select a color from the text color palette.
> The default paragraph will be "Sorry! There are no projects associated with this email address. Please contact your project administrator."
---
## Custom style
1. Select **Custom style** and switch between the **HTML** and **CSS** sections.
2. Update the code as required.
3. Turn on the **Preview** toggle to view the updated page.
4. Once done, click **Save** and **Publish**.
---
## Best practices
- **Tell readers what to do, not just what went wrong** — the most useful Access denied message includes a specific next action: "Contact your admin at support@yourcompany.com to request access" is more helpful than "You don't have permission to view this page."
- **Use clear, instructive language** — keep the message simple and direct. Avoid technical terms like "access denied" or "unauthorized" in the page copy itself. A calm, plain-language message reduces reader frustration.
- **Link to help resources** — add a Contact support button, a link to a request form, or a FAQ so readers aren't left without options after hitting a permission wall.
- **Keep the design on-brand** — use the same colors and tone as the rest of your knowledge base so readers know they are still in the right place, even when they can't view a specific page.
- **Ensure responsive design** — test your customizations on both desktop and mobile to confirm images and text display correctly on all screen sizes.
---
## FAQ
Is the Access denied page available for all project types?
No. The Access denied page is only available for Private and Mixed projects.
Can I revert to the default Access denied page after customizing it?
No. Once a custom page is configured, you cannot revert to the default Access denied page.
How do I hide the heading or paragraph on the Access denied page?
Navigate to {{variable.Settings}} () > {{variable.Knowledge base site}} > Site customization and click Customize site. From the left dropdown, select Access denied page. Hover over the Heading or Paragraph and click the Hide () icon. To unhide, click the Unhide () icon.
Note: You cannot hide or delete the image element on the Access denied page.
Can I upload my own image for the Access denied page?
Yes. You can upload your own image or select from default images when customizing the Access denied page.