If an employee reports that they cannot activate their account, it is almost always one of two things: the activation link has expired, or the invitation message never arrived (it went to spam or was blocked). In both cases the answer is to send the invitation again from the team list — without changing the status and without deleting the employee.

An expired activation link

Activation links are valid for a limited time. When an employee clicks an old link, the activation fails. Send the invitation again — a new message will be generated with a current link.

1. Go to the "Team" tab and find the employee on the list (use the search box or the filters).
2. Click the three-dot icon at the end of the employee's row.
3. From the menu choose "Resend invitation".

Once it is sent you will see the "Invitation sent" confirmation, and the employee will get a new message with a working link.

You can send the same invitation from the employee profile too. On the "Personal information" tab, under the "Status" field, an employee with the "Invited" status has the message "Invitation already sent. Resend?" with a "send invitation" link. Clicking the link does exactly what the menu entry does.

The message went to spam or was blocked

If the link has not expired, the e-mail has most likely simply not reached the main inbox. Ask the employee to check:

• the Spam / Junk folder,
• the Promotions / Other / Notifications folders (depending on their mail provider).

If the message is still not there, send the invitation again the same way as above. Check the employee's e-mail address is correct as well — editing it is described in Editing an employee’s personal details.

How to spot a delivery problem

On the team list, in the "Status" column, an extra icon may appear next to the employee's status — we only show it when something went wrong with delivering the invitation. Hover over it to see the details and the reason for the problem. No icon means we have detected no delivery problem. The possible markers are:

• "Bounced" — the recipient's server rejected the message (for example the address does not exist or the domain is wrong). Check the e-mail address is correct and fix it in the profile.
• "Dropped" — the message was stopped on the recipient's side. Adding the sender to their trusted contacts and sending again often helps.
• "Spam" — the recipient marked the message as spam. Ask the employee to mark it as "not spam" and send the invitation again.

More about the statuses themselves and about checking whether an invitation has been accepted in Employee statuses and what they mean. The full instructions for sending invitations are in Sending invitations and activating an account.

When the problem persists

If, after resending the invitation and checking the folders, the employee still cannot activate their account, get in touch with your account manager or write to us on the chat in the app. We will help work out the cause and close the matter quickly.

Updated on: 09/08/2026