A contact or staff member never received the invitation email
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For a contact, go to Reports -> Contacts, or open the client's Contacts tab and click the contact; for a staff member, go to Organization › Staff and click their row.
- A contact awaiting setup shows an Awaiting password badge; a staff member shows a Pending badge.
- Check the email address for typos. If it's wrong, correct it and save — a fresh invite is sent to the corrected address.
- If the address is correct, click Resend invite.
- Delivery can take a few minutes; have them check their spam/junk folder.
- If it still doesn't arrive, their email provider is likely blocking it — see "Not receiving email".