When a freelancer or a team member says the invitation, login link, password reset or notifications never arrived, use this checklist before you contact Support. Most cases are a wrong address or an email filed in another folder, and you can fix those yourself in a few minutes. The rest need Worksuite Support, and this article tells you what to send so they can fix it in one reply.

Who can do this: Team members whose role includes Can send invites to Partners (to resend talent invitations) or Can send passwordless login links to Partners (to send login links). Only administrators can resend team member invitations.

Availability: Available in every account.

Your workspace may use a different name for Partners, such as Freelancers or Contractors.

TABLE OF CONTENTS

• What you'll see
• Check the email address
• Resend the invitation or login link
• Tell them what to search for
• Login links that stop working
• Causes only Worksuite Support can fix
• What you can't do for them
• When to contact Support
• Related articles
• Support/Resources

What you'll see

• A freelancer says they never got your invitation, even after you resent it.
• Your talent can't log in because login links and password resets never arrive.
• A team member stopped receiving Worksuite notifications, such as invoice alerts.

Check the email address

Worksuite sends emails only to the exact address on the account. Compare the address on the freelancer's profile, or the team member's row in Settings → Team → Teammates, with the one they're checking. Look for typos, an old address, or a second address the person also uses.

What to do if it's wrong depends on whether the freelancer has registered:

• Not registered yet (invited, or not invited): click Edit on their profile, correct the email and save. Then resend the invitation (see below). Editing a profile needs Can edit Partners profiles on your role.
• Already registered: the email on the profile isn't their login email, so changing it doesn't redirect login links, unless Worksuite has set up your account to keep the two in sync. The freelancer can change their login email in Settings → Account, or Worksuite Support can change it. See How to Change the Login Email for Your Talent or Team Members.
• A team member invitation with a typo: revoke it and invite the correct address. See How to Invite and Remove Team Members.

Resend the invitation or login link

To resend an invitation to a freelancer who hasn't registered yet:

1. Open the freelancer's profile.
2. Open the menu next to Edit.
3. Select Resend invitations. If the freelancer was never invited, select Invite to your Worksuite instead.
4. (Optional) Add a message.
5. Click Resend invitation.

You'll see "Invitation has been resent." The freelancer gets an email with the subject "Action Required: [Your company] wants to work with you".

To send a login link to a freelancer who has already registered:

1. Open the freelancer's profile.
2. Open the menu next to Edit.
3. Select Send email login link.

You'll see "Login link for Partner [name] has been reset." The freelancer gets an email with the subject "Login link reset - [Your company]'s Worksuite". The option shows only for freelancers who have registered and aren't archived.

To resend a team member invitation:

1. Go to Settings → Team → Teammates.
2. Click manage invites in the message about members who haven't activated their accounts.
3. Select the invitation and click Resend.

You'll see a message that the invitation has been resent.

Tell them what to search for

Ask the person to check Spam or Junk, Promotions, Updates, All Mail and any company quarantine, then search for the sender and subject below.

If your account sends Worksuite emails from your own company address, tell them to search for that address instead of no-reply@worksuite.com. See Custom Branding - Emails & URL.

If someone requests a login link several times in a row, Worksuite sends one link at most every 5 minutes, so the most recent request may not create a second email.

Login links that stop working

Login links expire after a set time, 24 hours unless your account uses a different setting. An expired link opens a page that says "The link from your email has expired", with a Request a new link button.

In some accounts, each login link works only once. Company email security tools that open links to scan them can use up the link before the person clicks it. The person can ask their IT team to exclude Worksuite emails from link scanning. If they've logged in before, they can also set a password with Reset password (or Setup password) on your login page and log in with it. If neither works, contact Worksuite Support.

If your workspace uses two-factor authentication (optional or mandatory) or password-only login, login links are turned off. See How to Turn On Two-Factor Authentication (2FA) for Your Workspace.

Causes only Worksuite Support can fix

You can't see these in your account. Support checks them in the email delivery logs.

The address unsubscribed. If the person clicked Unsubscribe in a Worksuite email, or their mail app unsubscribed them, Worksuite stops sending them every email, including invitations and login links. Emails they missed aren't sent again. If they received an email titled "Restore your subscription", they can click Restore subscription in it. Otherwise, Support can resubscribe the address. After that, resend the invitation or login link.

Emails to the address bounced. A full mailbox or a broken email domain (for example, a "550 mailbox unavailable" error) puts the address on a bounce list, and no further emails go out. The person fixes the mailbox or domain first. Then Support removes the address from the bounce list.

Their email server blocks Worksuite. Company, school and custom-domain servers, and some personal providers, can reject Worksuite emails so they never reach Spam. The person can ask their IT team to allow emails from no-reply@worksuite.com and the worksuite.com domain, and release quarantined mail. If that isn't possible, they can switch to a personal email address (see the address section above), or ask Support to change it.

If your own team members are affected, ask your IT team to allow Worksuite emails on your company mail server.

What you can't do for them

You can't accept an invitation, complete onboarding, or enter bank or tax details on a freelancer's behalf. The freelancer has to receive the email and complete those steps themselves. Fixing email delivery is the fastest way to get them onboarded and paid.

When to contact Support

Contact Worksuite Support after you've checked the address and resent the email. Include:

• a link to the freelancer's profile, or the team member's name
• the email address the message should reach
• which email didn't arrive (invitation, login link, password reset or notifications) and roughly when it was sent

Support can confirm whether each email was delivered, opened, bounced or blocked, and clear an unsubscribe or bounce if that's the cause.

Related articles

• I'm Not Receiving Emails from Worksuite: the same checks, written for your freelancers. Send them the link.
• Adding & Inviting Talent to Worksuite: how invitations are sent.
• How to Invite and Remove Team Members: team member invitations.
• How to Change the Login Email for Your Talent or Team Members: when the address itself has to change.
• Notification Emails: Who Gets Them and How to Start or Stop Them: when someone gets the wrong notifications, or none.

Support/Resources

Still have questions about Worksuite emails that don't arrive? Click Support in the bottom-left corner of Worksuite to contact our Support team, or email support@worksuite.com. Including a link to the page you're on and a screenshot helps us answer faster.