A client cannot accept their invite

A client says the invite link does not work, or they never received one, or they clicked it and ended up nowhere useful. Work through these checks in order. The first two resolve most cases.

1. Check whether the invite was already accepted#

Go to Partner Hub > Organizations > Registrations. This is your queue of pending client user sign-up requests: people who have asked to join a client organization and are waiting on your review. You can also check the client-invite dialog on the organization itself.

If the invite has already been accepted, there is nothing left to accept. The person may be trying to use an old link rather than signing in.

2. Check for a different email address#

An invite is tied to the exact email address it was sent to. If the client is trying to accept from a different address, perhaps a personal one, or a slightly different spelling of their work address, they will not find an outstanding invite waiting for them.

Confirm which address the invite actually went to, and either have them use that one or send a fresh invite to the address they want.

3. Resend the invite#

You can resend an invitation from Registrations. Resending is safe.

The Invite Client dialog also gives you a copyable link, so if the email itself is the problem (spam filtering, a mailbox that never received it), you can send the link to the client yourself through any channel you like.

4. Check the client’s user-count limit#

Registrations respects each client’s user-count limit, so you cannot accidentally over-invite past their cap. If the client is already at that limit, a new invite cannot be accepted until you raise it.

Open that client’s Billing & Entitlements screen and raise the maximum user count. Every client has a configurable maximum user count, and it can be raised, lowered, or set to unlimited per client. Once the limit is raised, the invite can be accepted.

See Add-ons and entitlements for where that setting lives and what else is on that screen.

If none of that explains it#

The guidance above covers the causes Modero documents for this symptom. If you have checked all four and the client still cannot get in, do not keep guessing: see How to get help and route it to Modero with the client’s email address and what they are seeing.

Related#

• Inviting clients explains the Invite Client flow properly, including the click-wrap toggle.
• Registrations covers the accept, deny, and resend queue.