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Expired access links
Expired access links

What to do if a new or existing user cannot access the app because their access link has expired

Mark Whiteacre avatar
Written by Mark Whiteacre
Updated over 2 years ago

When a new user is created, they will be sent an email with a unique link to log in to the app for the first time and set their password. A similar email is sent whenever a user's password is reset. To maintain a high standard of security, this link will expire after 24 hours.

If a link has expired, you will need to request a new email with a fresh link. This can be done by either:

  • Using the "Forgot your password?" link on the login page, or

  • Having a colleague (with sufficient access) reset the user's password

Please note: Each link will only work once. If more than one password reset is requested (for the same user), only the most recently generated link will work.

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  1. Troubleshooting email delivery problems

  2. Why do I get the "Invalid email address" message?

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