Clients: Invitation Not Received

If you have invited your client to a project and they say they did not receive the email, there are a few steps to take: 

Check to make sure that you invited them using the correct email address. You can check this by viewing the copy of the Client Invite email that was sent to you (all project invitations to clients are cc'ed to the sender). 

If your role in the firm is  Partner or Admin, you can also check the client's login email by going to your firm's Admin page, click the Clients tab and then Edit on the client's record.

In the example below, you will notice the message, "The user has not yet accepted your invitation, so you can't change their password." This indicates the invitation has not yet been received or opened.


If the email address is CORRECT:
a) Ask the client to check their spam folder. Some email networks have stricter security settings that may have filtered the email out of their inbox; if the email ended up in their spam folder, they can avoid this going forward by adding Clockwork to their trusted email list to ensure receipt of all future project-related emails.

b) If the email was not in their spam folder and the client can't find it, we recommend forwarding them the copy that you (the sender) were cc'ed on as the invitation link will still work even if forwarded.

c)  If you are unable to locate and forward your copy of the invitation email, you can also re-send the invitation (reinvite) to your client by clicking the small envelope icon underneath their name in the "Clients"  box within the project. 

NOTE: If the problem is stemming from the client's email security settings or from the client not recognizing the sender personally, it is often safer to forward a copy from your own email account.


If the email address is INCORRECT:
a) If the email address is incorrect and the client has  NEVER logged in/activated their Clockwork account, you can change the email address simply by re-inviting them and entering a different email address in the invitation's Email field.

b) If the email address is incorrect or old and the client wants to use an updated address, you can change their login email address  ONLY if your role in the firm is Partner or AdminIf you do not have user rights to make this change email us with the details and we will do it for you!


RELATED ARTICLES:

Project Clients - Reinviting

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