[Troubleshoot] Broken Welcome Email Sign-in link

Sometimes the "Welcome" email's Sign-in link doesn't function properly. Here we're going to go through the most common reasons for that.

The link has expired

The invitation email or the "Welcome" email contains a token that logs the member in the portal and prompts them to create a password. The token is valid for 72 hours. If the member didn't manage to click on the Sign-in button within the 72 hour period, the invitation link will become inactive. 

To fix this situation you just need to send the member a new invitation. You can do that by following these steps:

  1. Navigate to the member's profile on the admin side.
  2. In the right-hand side pane next to the Access field click the Disable button and after that click the Enable button. This action is going to send a new invitation.
  3. Check with the member if they received the newly sent "Welcome" email.

The Link in the Welcome Email Template is Incorrect

The other reason might be a mistake in the "Welcome" email template. You can correct this issue by following these steps:

  1. Navigate to Settings > Templates > Emails tab and click on the "Welcome" email template.
  2. Navigate to the Editor section, and select the Sign-in button and click on the "More tools" button.
  3. Choose the Insert hyperlink button.The_Gabriellas_Space___OfficeRnD_-_Google_Chrome_2020-08-07_18.17.59.png
  4. In the newly opened window in the Web address field check if the link is correct. It should say [portalLink].


    5. Save the template.

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