Troubleshoot invitations and secure links

Team invitations, vendor portal access, stakeholder tasks, survey invitations and approval requests use different audience and security models. Always resend or reopen from the owning record instead of forwarding somebody else’s secure link.

In the app: /inbox

Before you start

• Identify the link type, intended recipient email, project and sender.

• Ask the recipient to keep one current browser session and never share a one-time code.

Step by step

1. Verify the recipient record

Check spelling, email address, role/access level and whether the contact is active. Team members, stakeholders and vendor contacts are separate record types.

2. Check the underlying release

Confirm the survey, questionnaire, scoring task or approval was actually published and sent to that recipient.

3. Resend from the source

Use Resend invitation, Remind, Resend RFI or the equivalent action on the owning page. Do not copy another person’s URL.

4. Complete sign-in correctly

The recipient should open the newest message, request an email code where offered and enter it in the same browser. Vendor collaborators must use their own invited identity.

5. Review expiry or submitted state

If the task is closed or submitted, use the supported reopen or new-request flow rather than repeatedly resending a locked link.

Secure links and one-time codes are intended for the named recipient. Never forward or reuse another person’s access.

What happens next

• Track delivery and completion from the owning project, survey, evaluation or approval page.

• Remove obsolete contacts promptly and preserve the audit trail of who actually submitted or approved.

Troubleshooting

The email never arrives

Confirm spelling, check spam and mail filtering, then resend once. Repeated sends can make older links obsolete.

A code is rejected

Request a new code and use only the newest one in the browser that requested it before it expires.

The link says submitted, closed or expired

Ask the owner to review the task state and use Reopen, approve a reopen request, or issue a new invitation as appropriate.

The recipient sees the wrong project or company

Stop and report it. Do not continue in a mismatched secure context.