Get a stuck team member into SignBas3 in minutes
Work through invitation, sign-in and permission problems from Staff and access, using resend, password reset and access edits without ever sharing a password.
Step by step
- Ask the person exactly what the screen said, then decide whether it is an invitation, sign-in or after-sign-in access problem.
- Open Settings, then Users, and use Search staff to find the person's row, noting whether the App access column shows a login, Invitation pending or No app login.
- For an invitation problem, find the email under Pending invitations, check the Expires date and select Resend email or Copy link.
- For a sign-in problem, open Staff actions and confirm Edit app access shows Status as Active, then choose Send password reset.
- For a page the person cannot open, review Primary role, App access level and Privileges in Edit user access, correct them and select Save Access.
- Ask the person to try again and confirm the result with them.
- If the problem continues, open Support and create a ticket with the email address, the time and the exact message shown.
Good practice
Treat the wording on the person's screen as the diagnosis: Invitation unavailable, a sign-in message and Access Denied point to three different fixes. Resolve each from Staff and access with a resend, a reset link or an access edit, and never ask for, type or send a password or one-time code for anyone.
Before you begin
- You are signed in as an Owner or Admin.
- You have the exact email address the person is using.
- You know what the person saw on screen, in their own words.
Complete workflow
How the workflow moves
- 01Classify
Decide whether the problem is an invitation that will not open, a sign-in that fails, or a page that is refused after sign-in.
- 02Fix from Staff and access
Resend the invitation, send a password reset, or correct Status, role, access level and privileges.
- 03Confirm
Ask the person to try again and check the App access column shows what you expect.
What this controls
Everything you need is on Settings > Users: Pending invitations to resend, copy or edit an invitation, Staff actions to edit access and send a password reset, and Edit user access to correct Status, role, access level and Privileges.
Before you start
Only Owners and Admins can manage users. Set password appears only for Owners, and an Admin can send a password reset to any login except an Owner.
Get the exact wording. The three families of message are Invitation unavailable on the Join page, Email, password, or organisation access is not valid (or Too many sign-in attempts) on the sign-in form, and Access Denied with a stated Reason after sign-in.
Walkthrough
Step 1: Classify the problem
An invitation problem happens on the Join page before the person has a login; a sign-in problem on the sign-in form; an access problem after sign-in, when a page shows Access Denied.
Step 2: Find the person on Staff and access
Open Settings, then Users, and type the name or email into Search staff. If the App access column shows Invitation pending or No app login, the person has not accepted yet, so continue with Step 3. If it shows a user type badge with a role and status, continue with Step 4 or Step 5. If the person is not in the directory, check App access without a staff profile below it.
Step 3: Fix an invitation that will not open
Look under Pending invitations for the email address; each entry shows Role and Expires. A link lasts seven days; Resend email withdraws it and issues a fresh seven-day link, confirmed by Invitation email resent. If the person saw Invitation accepted rather than Your account is ready, Status after acceptance was not Active: open Edit app access on their row, set Status to Active and Save Access. If the email is not listed, the invitation was accepted, deleted or expired: check the App access column and send a new Invite app user if there is no login.
Step 4: Fix a sign-in that fails
Open Staff actions > Edit app access and check Status. Inactive and Blocked both stop sign-in; set Active and Save Access if they should have access. If Status is already Active, choose Send password reset from Staff actions. The page confirms with Password reset email sent; the person's link opens Create a new SignBas3 password, which needs 12 to 128 characters with at least three of lowercase, uppercase, number and symbol, then Update password. The person can also select Send password reset on the sign-in page, enter their Recovery email and select Send reset link; an Owner may instead choose Set password.
Step 5: Fix a page the person cannot open
Open Edit app access. If the person needs Settings, their Primary role must be Admin or Owner. If they need to edit quotes, jobs, purchase orders or invoices, check the matching feature under Privileges shows Full Access as its Effective Permission rather than View Only Access or No Access; if it is marked Unavailable for field / factory users, change App access level to Office user first. Select Save Access and wait for User updated.
Step 6: Confirm with the person
Ask them to try again: an invitation should reach Your account is ready, a reset Your new password is ready, and a page should open. Your account also shows them their Role and Access.
Step 7: Escalate with safe detail
If the same message returns, open Support and create a ticket with the person's email address, the time, what they selected and the exact wording. Never include a password, a reset link or a one-time code.
What changes elsewhere
- Resend email withdraws the earlier invitation link, so older copies stop working at /accept-invite.
- Send password reset emails a link to /reset-password that is used only after a successful update, which also signs out the person's other sessions.
- A Status change to Inactive or Blocked stops sign-in and signs out any session still open.
- A role or privilege change shows in the App access column at /settings/users and on Your account at /user/settings.
Common problems
| Symptom | Cause | Fix |
|---|---|---|
| Invitation unavailable, and the email is not under Pending invitations. | The invitation was accepted, deleted or has expired. | If the App access column shows a login, ask the person to sign in; otherwise send a new Invite app user. |
| Invitation unavailable, and the email is under Pending invitations. | The person opened an older link replaced by a resend, or the Expires date has passed. | Select Resend email or Copy link. |
| Create account is refused on the Join page. | Your name is blank, the password is under 12 characters or the passwords do not match. | Ask the person to correct the field named in the message. |
| Email, password, or organisation access is not valid. | The password is wrong, the email differs from the login, or Status is Inactive or Blocked. | Confirm the email and Status in Edit app access, then Send password reset. |
| Reset link unavailable. | The reset link is invalid, expired or already used. | Select Request a new reset link, or send another Send password reset. |
| Access Denied with a Reason naming the workspace or page. | The login's role or privileges do not allow that page. | Adjust Primary role or Privileges in Edit user access and Save Access. |
| Send password reset is missing for an Owner. | Only Owners can reset Owner passwords. | Ask another Owner, or have the person use Send password reset on the sign-in page. |
Check your work
- The person confirms they reached Your account is ready, the dashboard or the page they needed.
- Their App access column shows the expected user type, role and Active.
- Pending invitations no longer lists their email address.
- No password, reset link or code has changed hands.
If your workspace behaves differently, record the relevant job, client or record number and raise a support ticket so the team can investigate the exact context.