When a colleague cannot sign in, an administrator can see more than they can. Open their user record from your organisation's team settings and work down this list.

Is the invitation still pending?

Send a pending invitation again so the colleague can finish creating or signing in to their account and accept it. They may use a password or a connected Google or Microsoft account. Signing in alone does not accept the organisation invitation.

Is the email address verified?

The user record shows whether the address has been verified. An unverified address usually means the invitation email is sitting unopened — or was mistyped when they were added, in which case correct it and invite them again.

Send them a password reset

You can send a reset link from their user record. It goes to their address so they set the new password themselves — you never see it, and you should never set a password on someone's behalf and send it to them.

If the person is an Owner of your organisation, only another Owner can send them a reset or reset their two-factor authentication. An administrator who is not an Owner sees a message saying so, and should ask one of the Owners.

They are in, but the screens are empty

1. Check which tribes they belong to. No tribes means almost nothing to see.
2. Check their roles. No roles means no permissions.
3. Check their team member record is linked to their login — that link is what puts them in assignment lists.