An invitation link has expired

An invited colleague who opens their link and sees "Invalid or expired link" with "This invite link is invalid or has expired. Please ask your administrator to resend the invitation." usually needs a new invitation. The fix takes one click on the Users page.

Why the link stopped working

The same screen appears for every failure, so check these in turn:

Send a new invitation

1. Open Users in the Management group of the sidebar.
2. Find the colleague's row. It carries a Pending badge.
3. Press the Resend invite icon on that row. You see "Invite resent".

A new email goes out with a fresh link valid for 48 hours from the resend, and the old link stops working. You need the permission to resend invitations.

Pending only means the password has not been set yet. It does not tell you whether the link has expired, so resend whenever in doubt. If resending shows an error instead of "Invite resent", try again a little later. When it is the email that failed, the old link has already been replaced and no longer works.

Until the invitation is accepted

The colleague has no password yet, so:

• signing in shows "Invalid email or password",
• Forgot password? sends nothing, even though the page says "Check your email".

Only the invitation link lets them in. After they set a password they are signed in and taken to the dashboard.

The password is refused when accepting

A working link opens "Set up your account" with Password, Confirm password and Set password and sign in. The password follows the same rules as a reset: 8 to 72 characters with a capital letter, a lower-case letter, a number and a special character from a fixed list. See Password reset links and verification codes for the list. The checklist under the fields ticks each rule once it is met, but it does not show the 72-character maximum.

• "Password must have: …" lists every rule, not only the missing one. Look for the rule without a tick. ~, €, £, § and spaces never count as special characters.
• "Passwords do not match": the two fields differ. The page has no button to show the password, so type both carefully.
• "ThrottlerException: Too Many Requests": more than ten attempts in a minute came from one internet connection, for example several colleagues setting up at once on the shop Wi-Fi. Wait a minute and try again.

Failed attempts do not use up the link. It keeps working until the password is set, a newer invitation replaces it, or its 48 hours run out.

The invitation never arrived

Ask the colleague to check their spam folder, then check the address on their row in Users. Once they have a password they must sign in with that address exactly as shown, capital letters included. The address of an invited user cannot be edited. If it is wrong, delete the user and invite the correct address. See An email never arrived for more checks.

The invitation is written in the person's Language, as picked in Add user or changed later by editing them.

Messages when inviting

Inviting itself is covered in Invite your first team member, and managing accounts in Manage your team's accounts.