Users & Access
Sorting out a colleague who cannot get in
What an administrator can do for someone who is stuck: resend an invitation, send a reset, check verification, and fix missing access.
Last updated September 2, 2026
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.
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.
They are in, but the screens are empty
- Check which tribes they belong to. No tribes means almost nothing to see.
- Check their roles. No roles means no permissions.
- Check their team member record is linked to their login — that link is what puts them in assignment lists.