Resend or replace an invite (expired link, no email, wrong person)

Invites are time-limited. After 7 days, the link expires and the person can’t accept it.

This guide helps you decide whether to resend the same invite link or create a new invite, and what to check so you don’t accidentally give access to the wrong person.

Task index

Decide: resend vs new invite
Replace an expired invite (7-day expiry)
Fix “already accepted” vs “expired” vs “wrong email”

Decide: resend vs new invite

When to use this

The person says “I didn’t get the invite.”
The person clicks the link and sees “Invite expired.”
The link was sent to the wrong email address.

Quick decision rules

Resend (send the same link again) when:
The invite is not expired, and
The email address is correct, and
You still want this person to get access.
Create a new invite when:
The invite is expired (older than 7 days), or
The person can’t find the email and you don’t have the original link, or
You need to change the access level or company scope.
Do not resend when:
The email was wrong (possible security risk). Create a new invite for the correct email and escalate if access might have been exposed.

Replace an expired invite (7-day expiry)

When to use this

The invite link says it is expired.

What you need first

You have permission to manage users.

Steps (employee user)

1. Confirm the person is an employee (internal staff). 2. Go to [Add a user login for an existing employee](add-a-user-for-an-existing-employee.md). 3. Create a new invite and share the new link.

Steps (client user)

1. Confirm the person is a client user (external contact) and should not be an employee. 2. Go to [Invite a client user (company-scoped access)](invite-a-client-user.md). 3. Create a new invite and share the new link.

What happens next

The new invite link is valid for another 7 days.
Old invites stay expired (and can’t be used).

Resend an invite when the email never arrived (without changing anything)

When to use this

The invite is still within 7 days, but the person can’t find the email.

Safe checks (do these first)

1. Confirm the email address is correct (no typos). 2. Confirm they still should have access. 3. In Settings → User Roles, search by email:

If the user already exists, don’t invite again. Manage their access or activation there.

Steps

1. If you still have the invite link, resend it by sharing the same link again (text, secure message, etc.). 2. Ask them to check spam/junk if you rely on email delivery.

If you don’t have the link

Create a new invite using the employee or client flow (see “Replace an expired invite” above).

Fix “already accepted” vs “expired” vs “wrong email”

Invite says “already accepted”

What it means:

The person has already accepted the invite for that email.

Immediate fix:

Have them log in instead of accepting again.
If they don’t know their password, use Forgot password on the login screen.
If they need step-by-step help, see [Accept an invite and create a password](../../../account/shared/invites/accept-an-invite-and-create-a-password.md).

Escalate when:

The wrong person accepted (wrong email). Treat it as an access issue and escalate to an admin immediately.

Invite says “expired”

What it means:

The link is older than 7 days.

Immediate fix:

Create a new invite (employee flow or client flow).

Invite was sent to the wrong email

What it means:

Access may have been exposed to the wrong person.

Immediate fix: 1. Stop using that invite link. 2. Create a new invite for the correct email. 3. In Settings → User Roles, check whether the wrong email now has access. If it does, deactivate it.

Escalate when:

You can’t remove the access, or you suspect the wrong person accepted the invite.

Failure and recovery matrix

| Problem you see | What it means | Immediate fix steps | When to escalate | |---|---|---|---| | Invite link says “Invite expired” | The invite is older than 7 days. | Create a new invite using the employee or client flow. | Escalate if invites repeatedly expire before use (process issue). | | Invite email never arrives | Email delivery failed or went to spam/junk. | Share the invite link another way; ask them to check spam/junk. If you don’t have the link, create a new invite. | Escalate if multiple invites fail to arrive (email delivery issue). | | Invite says “already accepted” | The invite was used already. | Have them log in; use Forgot password if needed. | Escalate if the wrong person accepted the invite. | | “User already belongs to this account” | That email already has access. | Don’t invite again. Find them in Settings → User Roles and manage access/activation. | Escalate if the user exists but you can’t manage them. | | You don’t have permission to send invites | You’re blocked by permissions. | Ask an admin/office user to resend or create a new invite. | Escalate to an admin to update your access. |

Change alignment notes

Confirmed in system behavior: invite links expire after 7 days.
Confirmed in system behavior: an invite can be resent only while it is still valid (not accepted, not expired).
Confirmed in system behavior: if an invite has already been accepted, it cannot be accepted again; the user must log in instead.