Step by step
Confirm the invite in Users & Access
Open Users & Access and check whether their invite is pending. Resend if needed.
Match the email
They must sign in with the same email that received the invite.
Complete OTP if prompted
If login uses email codes, follow Can’t receive OTP when codes are missing.
Review role and suspend state
Ensure they still have an active membership and were not suspended or removed. Login roles are covered under Understand login roles.