Expired invitation link

When an Admin creates a new User in 4HSE, the system sends an invitation email to the address provided, containing a link to complete the registration. Until the first login is performed, the User remains in the Pending status.

The link contained in the email has a limited validity of 30 minutes. If the email ends up in the spam folder, or if the recipient does not open the link in time, the first login cannot be completed and the User is unable to enter the platform.

This article describes how to recognize the problem and the correct procedure to unblock the User.

Admin side

In the user list of the Project or Office, the User continues to appear in the Pending status even some time after the invitation has been sent.

User side

The User reports one of the following situations:

they have never received the invitation email;
they have found the invitation email, but the link, once opened, no longer works.

In both cases, the User cannot complete the first login and set their own password.

What not to do: deleting and recreating the User

When an invitation does not go through, a frequent reaction is to delete the User from the list and add them back, expecting that a new invitation email will be generated. This operation does not solve the problem.

Deleting the User from the list and adding the same email address again does not trigger a new invitation email. The result is that the User still cannot access the platform and the Admin still sees the Pending status.

The correct way to allow the User to enter the platform is the password reset procedure described in the next section.

To resolve the situation, no action is required from the Admin: the User can complete the first login independently, by using the password reset procedure.

Open the 4HSE login page.
Select the Forgot password? link.
Enter the Email with which the User was registered in 4HSE.
Select Submit.
Check the inbox (including the spam folder) and open the link received.
Set the new password and confirm it.
Select Submit to complete the operation.

At the end of the procedure, the User can log in with the email and the password just set. The status in 4HSE changes from Pending to Active.

For the full details of the reset procedure, refer to the Forgot password guide.

Common Issues Troubleshooting

Below is a summary of the most frequent situations related to user invitations that did not go through, and the recommended solutions.

Issue	Common Cause	Recommended Solution
Invitation email not received	The email ended up in the spam/junk folder, or the address provided contains a typo.	Check the spam folder. Verify the address with the Admin: the email is the exact identifier with which the User was registered in 4HSE.
Invitation link not working	The link in the invitation email has a limited validity of 30 minutes and has expired.	Proceed with the password reset from the login page: the new email contains a valid link to set the password and complete the first login.
User deleted and added again without receiving a new email	Adding the same email address again does not generate a new invitation.	Do not delete and recreate the User. The User must perform the password reset procedure from the login page, using the email with which they were originally registered.
The User is still “Pending” after the password reset	The password reset was successful, but the first login has not yet been performed.	The User must log in to 4HSE with the new password. Once they are inside the platform, the status automatically changes to Active.