An invitation link has expired

An invited colleague whose link does not work sees one of four screens, and each says what is wrong. An expired invitation needs a new one, which takes one click on the Users page.

Why the link stopped working

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, or a red Invite expired badge once the link has run out.
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 means the password has not been set yet and the link still works; Invite expired means its 48 hours are over. Either way the fix is the same, and resending is always safe. 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 them a new invitation email instead of a reset link, while the page says "Check your email" as it always does. The earlier link stops working.

Only an 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.
• "Too many attempts. Wait a moment and try again.": 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; capital letters make no difference. 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, and the page its button opens is in that language too.

Messages when inviting

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