A teammate can't accept their invitation
Fix team invitations that don't arrive, expire or won't accept, and what to check when a teammate joins but can't see a website or a page.
On this page
When you invite someone, Pengo emails them an Accept invitation link. They sign in with the invited email address, and Pengo adds them to your workspace and opens the Inbox. Most problems come down to the email, the address they sign in with, or seats.
#The invitation email didn’t arrive
The email comes from Pengo <noreply@pengo.chat>, with the subject “Your name invited you to Pengo”.
- Ask your teammate to check spam, junk and tabs like Promotions or Updates.
- Check the address. On the Members page, the invitation is listed as Pending under the address you typed. A typo means the email went somewhere else.
- Company mail filters sometimes hold automated email. Ask their IT team to allow
noreply@pengo.chat.
Pengo sends the email in the background, so Invitation sent to … in the dialog means the invitation was created, not that the email was delivered. To send it again, open the menu next to the pending invitation, click Remove member, then invite the same address again.
#The link doesn’t work any more
An invitation link stops working when:
- It’s more than 7 days old. Links expire after 7 days.
- It was already used. Once accepted, the same link can’t be used again. Your teammate just signs in as usual.
- You removed the invitation. A removed invitation can’t be accepted.
In each case, if your teammate still needs access, remove the pending invitation if it’s still listed and send a new one.
#They signed in with a different email
The link only works for the email address you invited. If your teammate signs in with any other address, Pengo won’t add them, even if the link is valid.
This often happens when someone is already signed in to Pengo with another account, or picks a different Google account. Ask them to:
-
Sign out of Pengo.
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Click Accept invitation in the email again.
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Sign in with the address the invitation was sent to: with Continue with Google if that Google account uses the address, or with a password or magic link.
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If Pengo opens without adding them to your workspace, click Accept invitation in the email once more, now that they’re signed in with the right address.
If they’d rather use another address, remove the invitation and invite that address instead.
#They don’t have a Pengo account yet
Your teammate creates an account with the same email address you invited, confirms it from the verification email, then clicks Accept invitation in the invitation email again. See Invite your team.
#Your team has no free seats
Each person uses one seat, including the owner. Starter includes up to 3 seats, and Team and up are unlimited. When every seat is in use:
- Pengo won’t create new invitations.
- A pending invitation can’t be accepted, even if it was sent while you had room.
Upgrade your plan, or remove a teammate you no longer need, then ask your teammate to click the link again. See Plans and limits.
#They joined but can’t see something
If your teammate is in but something seems missing, check their access on the Members page.
| They can’t see | Why | Fix |
|---|---|---|
| Some websites, or their conversations | Website access is set to Specific websites, without those websites ticked. | Open the menu next to them, click Edit permissions, tick the websites or choose All websites, and click Save changes. |
| A page, and Pengo sends them back to the Inbox | Their role doesn’t include that page. For example, Agents can’t open Settings, Analytics or Intelligence, and only the owner opens Contacts and Billing. | Choose the role that fits. To change a role, remove them and invite them again with the new one. |
| A reply box | Viewers are read-only and can’t reply. | Invite them again as an Agent or Manager. |
The full list of what each role can open is in Invite your team.
#Still stuck?
Email support@pengo.chat from the workspace owner’s address with the teammate’s email address and when you invited them.
Common questions
Can I resend an invitation?
There's no resend button. Remove the pending invitation on the Members page, then invite the same email address again. Your teammate gets a new link that's valid for 7 days.
My teammate signed up with Google. Can they still accept?
Yes, as long as their Google account uses the exact email address you invited. If it's a different address, invite that address instead.
Does a pending invitation hold a seat?
No. A seat is used when the invitation is accepted. If every seat is in use by then, the invitation can't be accepted until the owner upgrades or removes someone.
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