Common Issues
Users may encounter the following error messages or situations:
"Unable to accept invitation"
"Unauthorized" screen after attempting to log in
Looping back to the login screen
Troubleshooting Steps for Users
If you are experiencing these issues, please try the following steps in order.
1. Verify Your Email Account
Ensure you are using the correct email account associated with your organization.
Check your active Google account: If you use Google SSO, make sure you are signed into the correct Google account (e.g., your corporate email) in your browser.
Switch accounts: If you are signed into a different email (like a personal or secondary work email), sign out and sign back in with the correct one.
2. Use Google SSO
When accepting an invite or logging in:
Select the Google SSO option if available.
This will often default to your primary corporate account and can resolve authentication mismatches.
3. Clear Browser Cookies
Cached data can sometimes cause conflicts with authentication.
Clear your browser's cookies and cache.
Restart your browser and try the invitation link or login page again.
4. Open the Invite in Gmail
If you are clicking the invitation link from a different email client (like Slack or a forwarded message):
Open your Gmail inbox directly in your browser.
Find the original invitation email.
Click the invitation link directly from there.
Troubleshooting Steps for Administrators
If the user continues to have issues after trying the steps above, an administrator can reset the invitation.
Revoke and Re-invite
Go to Settings > Users.
Find the user in the list (they may be listed as "Pending").
Revoke the current invitation.
Send a new invitation to the user's email address.