Invitation problems

Likely causes

• None was sent. Adding a member does not produce mail of any kind.
• They are already a member and simply do not know it.
• You are thinking of the verification or password-reset emails, which are the only account mail OMAI sends — and neither is triggered by adding someone.

What to do

1. Open Team and confirm the person’s row exists with the role you picked and today’s date under Joined.
2. Tell them yourself: give them the sign-in address for OMAI, the email address you added, and the role.
3. If they never had an OMAI account before, read the next symptom before telling them to sign in — there is a real obstacle there.

How to check it worked

Their row is visible in the members table, and the role shown is the one you chose.

When to contact us

If there is no row at all, the add did not go through. Write to us with the address, the role you picked and the time you tried.

Likely causes

• They had no OMAI account before, so adding them created one with no password on it. Password sign-in cannot work on that account.
• Send reset link produces no email for that address either, because there is no password to reset.
• They already had their own OMAI account under a slightly different address, and are signing in with that one.

What to do

1. If Continue with Google is shown on the sign-in page and the address you added is a Google account, ask them to use it. That route signs them in and lands them in your organization.
2. Do not ask them to create a new account with the same address. Signup refuses it with An account with this email already exists — sign in instead.
3. If Google is not an option for them, write to us with the address and we will set the account up.
4. Check the address on their row against the one they are typing — a single character is enough to break it.

How to check it worked

They reach the dashboard, and their name replaces the bare email address in the Member column on the Team screen.

When to contact us

Send us the email address, the role, and whether Continue with Google appears on their sign-in page.

Likely causes

• It was not a team invitation. Team members are added without any link, so there is nothing that could have expired.
• It was an email-verification link. Those last 24 hours and work once.
• It was a password-reset link. Those last 30 minutes and work once.
• The link had already been opened — a mail scanner or a link preview in the mail system can use one up before a person clicks it.
• A newer link was requested, which cancels the older one immediately.

What to do

1. Identify the email by its subject: Verify your email for OMAI or Reset your OMAI password.
2. For a verification link, use Resend verification on the page that shows the expiry message.
3. For a reset link, request exactly one new link from Forgot password? and open only the newest email.
4. Open the link in a normal browser window rather than from a mail preview pane.
5. The full set of link lifetimes is in You can’t sign in.

How to check it worked

The link opens the screen it was meant to — Choose a new password, or the green verification confirmation.

When to contact us

Send the subject line and date of the email, and the address it was sent to.

Likely causes

• Their address already belonged to another organization. The dashboard always opens the organization they joined first.
• There is no organization switcher in the dashboard, so they cannot move between them by themselves.
• They signed in with a different address from the one you added.
• They are signed in to a second account of their own.

What to do

1. Ask them to read the organization name in the top bar of the dashboard, and in the navigation menu.
2. Compare that with the address on their row in Team — that is the address that carries your membership.
3. If they need to work in both organizations, add them again with a second email address that belongs only to your organization.
4. If they must move permanently, write to us with both organization names.

How to check it worked

The organization name shown in the dashboard is yours, and the screens they need are in the navigation menu.

When to contact us

Send both organization names, the person’s email address, and which of the two they need to land in.

Likely causes

• Every row on the Team screen counts, owners included.
• Your plan includes a fixed number of team members — see the table below.
• An organization with no subscription at all is limited to a single member.
• Rows created by earlier additions are still there even if that person never signed in. They still hold a seat.

What to do

1. Count the rows on the Team screen and compare them with your plan’s allowance.
2. Remove anyone who no longer needs access. A removed member frees the seat immediately, and their access ends on their next page load.
3. Or use the Upgrade plan link shown next to the message, which takes you straight to Billing.
4. Check for rows added by mistake — an address with a typo occupies a seat exactly like a real colleague.

How to check it worked

The add form accepts the address and the new row appears in the table.

When to contact us

If the message appears while the table has fewer rows than your plan allows, write to us with the organization name and the number of rows you can see.