I’m trying to add a new user to our account. I sent the invite. She immediately opens it and it says it’s expired, I’ve not had this problem with any other users I’ve added. So my questions are: How do I send a new invite, do I have to delete and re-add? Why is it expired? She’s in the Philippines I’m on the west coast of the US. Is that the problem? If so how can I possibly get around that to sign her up?Thanks!

New User account expired immediately

I’m trying to add a new user to our account. I sent the invite. She immediately opens it and it says it’s expired, I’ve not had this problem with any other users I’ve added. So my questions are:

How do I send a new invite, do I have to delete and re-add?
Why is it expired? She’s in the Philippines I’m on the west coast of the US. Is that the problem? If so how can I possibly get around that to sign her up?

Thanks!

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Hi @Thoughtful-Rover,

Thank you for sharing this question with the Klaviyo community. Sorry to hear about the trouble you’ve had so far.

My first recommendation is to try to delete that user and re-send the invite. I also recommend that they try opening the invite in an incognito and/or a separate browser to ensure plug-ins are not interfering with the validity of the link.

its not working, always the same problem

Hi @andrea minchio,

So sorry to hear you’re experiencing this!

If you have followed Dov’s troubleshooting steps as well and still aren’t seeing success, I’d recommend reaching out to our support team and choosing the dropdown menu ‘account access’.

Thanks for participating in the Community!

-Taylor

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