How to Troubleshoot Invitation Issues and Resend Invites in Ninety
Team collaboration starts with getting everyone into Ninety. While inviting teammates is typically straightforward, invitation delivery or acceptance issues can occasionally occur. This guide walks you through the most effective solutions to ensure your team members can successfully join your account. For the standard process, see Adding and Inviting Users to Your Account.
When team members haven't received their invitation
If a teammate reports they haven't received their invitation email, start here.
Resend the invitation from the Directory:
Click Directory from the left navigation.
Locate the user's name in your Directory.
Click the ellipsis (three dots) next to their name.
Select Resend Invite to send another invitation email.
Alternative: Click Copy unique invite link from the same menu to create a direct link you can share with the user via text, email, or any other method.
Send a fresh invitation: If resending doesn't work, click Add Teammates from the left navigation, enter the user's email address and role, and click Add teammates to send a new invitation.
Resolving common invitation errors
"This email is already associated with an existing user." This error typically occurs when a previous invitation attempt created a partial user record. To resolve it:
Delete the existing invitation. Go to the Directory, locate the user, click the ellipsis next to their name, and select Delete to remove the incomplete invitation.
Create a new invitation. Use Add Teammates to send a fresh invitation, and ensure the user clears their browser cache before accepting.
Clear browser cache. Ask the user to clear their browser cache and cookies, then try the invitation link in an incognito or private browsing window.
Email delivery issues
Check spam and junk folders. Invitation emails can sometimes be filtered into spam folders.
Add Ninety to the safe sender list. Have your teammate add @ninety.io and @notifications.ninety.io to their email provider's safe sender list or whitelist.
Share the direct invite link. Use the Copy unique invite link option from the Directory to bypass email delivery entirely.
Browser and technical issues
Clear browser data. Ask your teammate to clear their browser cache, cookies, and browsing data before attempting to accept the invitation.
Try a different browser. Ninety performs best on Chrome, but Firefox, Safari, and Edge are also supported.
Disable browser extensions. Ad blockers or privacy extensions can interfere with the invitation process. For more, see How to Troubleshoot Browser-Related Issues in Ninety.
When all else fails
Verify the email address. Double-check that you're using the correct email address for the invitation.
Try an alternative email. If your teammate has multiple email addresses, try sending the invitation to a different one.
Contact support. If issues persist, contact support through the chat feature or email for additional assistance.