An invited user can't sign in

The invitation never arrived

1. Check the address it was sent to, under Users — Main Contact. A typo here is the usual cause.
2. Have the person check spam and any quarantine their mail provider uses.
3. Re-send by inviting again to the correct address.

While an invitation is outstanding, the user shows Invite Sent. If they show Active, the account already exists and the problem is sign-in, not invitation.

The link doesn’t work

Invitation links are single-use and expire. If it’s been opened already, or it’s old, invite again.

Open the link on the phone where the app is installed, not on a different device.

Sign-in is refused

1. Wrong list. Someone invited as a Team Member has dashboard access, not app access — and vice versa. Check which list they’re in: Team Members or Users. This is the most frequent cause.
2. Deactivated. A deactivated user can’t sign in. Reactivate from the … menu.
3. Wrong password. Use the password reset in the sign-in screen rather than guessing.

Note

Nobody can create their own account. If someone hasn’t been invited, they cannot sign in at all — start with an invitation.