At the top of the organizer you can "EXPORT A BLANK ORGANIZER" and if you have personalized it for them, it will show the list of docs, etc. 

So, sometimes when things are failing I do that export function and send them the PDF of needed docs. 

Hope this helps! 

Also, here's my full trouble shooting note I send to clients to help them see their request, it works sometimes:

Tips for success:
1. Clear your web browser cookies (if you need instructions on how to do
that, let me know what browser you're using)

2. Login to your email

3. Accept the invitation

4. It will bring up an Intuit window, and login using the same email address we sent the invitation to

One note: For some clients, after they accept the link and login,
they also have to got to top right, where their business name is and click the dropdown that has multiple users. EVEN THOUGH it's the same user.

NEW THIS YEAR: can't use same email for business and personal