A team member cannot open their page

What each message on a team member's page link means, and how to get them back in.

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What it is#

A team member taps the link to their page and sees a message instead of their visits.

The short answer: "This link is not recognised." means that link no longer works, because it was revoked or replaced, the team member is archived, or their end date has come. "This link is no longer available." means your account is not live. "Check it is you" is not an error: it asks for a code on a new device, or one not used for 30 days.

When to use it#

Use these checks when a team member says their page will not open, or asks why it wants a code.

How to do it#

  1. Ask what the page says.
  2. If it says "Check it is you", they press Email me a code and enter the six-digit code sent to the email address on their record. The code lasts 15 minutes. The device is then remembered for 30 days.
  3. If it says "This link is not recognised.", open their record in Team and find the card Team member page. If it shows a red Revoked date, the old link has stopped. Press Revoke and re-issue to send them a new one.
  4. If they are using an old email, the link in it may have been replaced by a newer one. Ask them to use the latest email, or press Revoke and re-issue.
  5. If the team member is archived, restore them, then press Revoke and re-issue. Restoring alone does not reopen the old link.
  6. If their end date is today or earlier, the page stops. Change the end date on their record if they are still working for you.
  7. If it says "This link is no longer available.", your account is paused or closing. See the article on billing.
  8. If you cannot press Send link, the team member has no email address. Add one on their record first.

What your customer sees#

Nothing. This is between you and your team member.

What happens next#

A re-issued link is emailed to the team member at once, and the old one stops working. Their first open of the new link asks for a code if the device has not been checked in the last 30 days. You can be told when they open their page for the first time.

Good to know#

  • Reset access on their record makes every device ask for a new code next time. Their link keeps working.
  • Too many code requests or wrong tries lock the code door for a short time. Ask them to try again after 15 minutes.
  • A team member with no email address can still open their page, as no code can be sent.
  • Revoke all team links on the Team page stops every team member's link at once, and can send everyone a new one.
  • Revoking or re-issuing a link also removes the team member's devices set up for notifications. They set them up again from the new page.

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