Troubleshoot team invite acceptance
Invite problems usually come from the wrong email, an unaccepted invite, or a collaborator signing in with a different personal account than expected. Because team access controls Sales, finance permissions, and product scope, invite mistakes can look like missing data or permission bugs.
Use this guide when a collaborator cannot see the business, accepted with the wrong account, or has too much or too little access.
Common symptoms
| Symptom | Likely cause |
|---|---|
| Collaborator cannot see the business | Invite not accepted or wrong account used |
| Invite still shows pending | Email not accepted yet or invite not resent |
| User has too little access | Role or selected-product access is restricted |
| User has too much access | Role or finance permissions too broad |
| Wrong person joined | Invite accepted on a different email account |
What to review first
| Area | Why it matters |
|---|---|
| Invite status | Pending, active, or removed users behave differently. |
| Email address | Must match the account the collaborator actually uses. |
| Accepted account | Wrong-account acceptance is a common launch blocker. |
| Role | Determines baseline responsibility. See team roles. |
| Product access | Selected-product users may not see the whole catalog. |
| Finance permissions | Separate from general role. See finance permissions. |
Investigation workflow
- Confirm you are in the correct business workspace.
[Screenshot: App header — correct business selected before team investigation.]
- Open the employees or team area.
[Screenshot: Account settings — Team or Employees page opened.]
- Find the collaborator by email or invite status.
[Screenshot: Team list showing Invited, Active, and Removed statuses for collaborators.]
- Check whether the status is invited, active, or removed.
[Screenshot: Collaborator row — status badge Invited, Active, or Removed visible.]
- Confirm the role and product access match the job.
[Screenshot: Collaborator detail — role and product access scope displayed.]
- Ask the collaborator which email and account they used to sign in.
[Screenshot: Profile email on collaborator side — compared to invited email address.]
- Resend the invite if it is still pending and the email is correct.
[Screenshot: Resend invite action — pending invite resent successfully.]
- Remove collaborators and send a new invite if the wrong person accepted.
[Screenshot: Remove collaborator confirmation — wrong user removed from team list.]
- Update role or product access after the correct account accepts.
[Screenshot: Updated role and product access — correct collaborator Active with right scope.]
Wrong-account acceptance workflow
If someone accepted with the wrong AtomicPay account:
- Remove or revoke their access from the business.
- Confirm the incorrect user no longer sees the workspace.
- Send a new invite to the correct email.
- Ask the correct person to accept while signed into the right account.
- Review profile and security guidance so passwords are not shared instead of invites.
- Re-check permissions after acceptance.
Best practices
- Send invites only to monitored business emails when possible.
- Use selected-product access for support and contractor roles.
- Review finance permissions separately from support access.
- Remove pending invites sent to the wrong address.
- Document which launch collaborators should have access to which products.
Common mistakes
- Sharing the owner login instead of sending an invite.
- Giving admin access when finance permissions alone were needed.
- Assuming a pending invite means the user already has access.
- Leaving a wrong-account acceptance in place because “they are on the team now.”
- Forgetting to revoke access after offboarding.
FAQ
Can I change a collaborator's role after they accept?
Yes. Review and update role, permissions, and product access in the team area.
Should I share my login instead of inviting someone?
No. Invite the collaborator so access can be reviewed, limited, and removed safely.
Why can a support agent see some products but not others?
They may have selected-product access only. See use sales access as a support agent.