An invitation does not work

An invitation is for one email address, for a few sites, and for 7 days. Most failures come from one of those three.

Symptoms#

• The owner cannot send an invitation: the button is disabled, or the form says there is no site.
• The invited person opens the link and sees This invitation can't be used.
• The page says they are signed in with a different address.
• The email never arrives.

Likely causes#

Confirmed (reproduced in our tests of the invitation flow, which sends, opens, accepts and changes sites):

1. The plan is full. Places are counted with the owner and the open invitations (1 on the Free plan, 3 on the Small plan, 10 on the Medium plan and 30 on the Large plan): the page says N of M places used on the plan, counting you and open invitations. and Your plan has no room for another person.
2. No site is connected yet. The form needs at least one site to give.
3. The link is older than 7 days, was withdrawn, or was already used: This invitation can't be used.
4. The person is signed in with another address, so the invitation does nothing for them.
5. A new account has not confirmed its address yet. After creating the account they must open the confirmation email first, then open the invitation again.
6. The email went astray (spam, a typo in the address).
7. Too many invitations: 15 an hour and 40 a day for one account.

Step-by-step solution#

For the owner

1. Open Team. Read the places used line. If the plan is full, withdraw an open invitation, remove someone, or upgrade (plans and allowances).
2. If the form says there is no connected site, connect one first (managing your sites).
3. Under Waiting to be accepted, select Send again: a new link, valid for a further 7 days, which makes the old link stop working. Check that the address shown is the right one; if not, Withdraw it and invite the correct address.
4. Wait for the hour's limit if you hit it.

For the invited person

1. Open the latest email from the owner.
2. Sign in or create an account with the address the invitation was sent to. A forwarded link opens nothing for anyone else.
3. If the page says you are signed in as another address, Sign out and sign in with the right one.
4. If you just created the account, confirm your email address from the email you were sent, then open the invitation again (emails do not arrive).
5. Select Accept the invitation.

How to verify#

• The new member appears under People on the owner's Team page, with their sites.
• The person sees the workspace in the switcher and only the sites they were given (team members).

If it persists#

Contact support from the owner's address with the invited address and the time the invitation was sent.