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?

A user who was added but never opened their invitation has no password. Nothing they type will work. Send the invitation again rather than resetting a password that does not exist yet. If the invite asks them to create an account but the flow errors, their email may already exist as a GD user — see “Re-adding a user whose email already has a GD account” below.

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.

Re-adding a user whose email already has a GD account

Symptom: The user receives an invite and is asked to create an account, but the flow errors.

Why it happens: The email address already exists as a GD user (even if it isn’t currently connected to your organisation). Any invite that asks them to create a new account will fail.

Fix:

1. In GD, impersonate the user and accept the invite on their behalf.
2. Reset the user’s 2FA if required.
3. Ask the user to sign in to GD directly (not via the invite link).
4. Have them reset their password and set up 2FA.
5. Ask them to update their name and details via My Account.

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.

CHECK THE ADDRESS IS ONE THEY CAN OPEN

A reset sent to an old work address, or to a mailbox that was closed when they changed roles, will never arrive. Confirm the address on the record is current before sending a fourth one.

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.