User invitation link redirects to login page instead of sign-up / password reset email not received

Android

If a user receives an invitation email but the link redirects to a login page instead of allowing them to set up their password, or if they don't receive a password reset email, follow these steps to resolve the issue.

Before you begin

Make sure you have access to the Esper Console with admin or user management permissions. You'll need the email address of the user who is unable to access their account.

Step 1: Check the Pending Invites list

1. In the Esper Console, go to Profile → User Management → Pending Invites.
2. Search for the affected user's email address.
3. Confirm the user appears in this list with a Pending status.

Step 2: Resend the verification email

1. In the Pending Invites list, locate the user's entry.
2. Click Actions next to their name and select Resend Verification Email.
3. Ask the user to check their inbox (and Spam/Junk folder) for the new invitation email.

Step 3: Verify the user receives the email

If the user still does not receive the invitation email after resending, have them confirm with your IT or email administrator that emails from Esper's sending domain are not being blocked at your mail gateway. This is common with corporate email domains.

Step 4: Request a password reset email

If the resent invitation link still redirects to the login page (instead of a sign-up page), the account is already registered in the system. In this case, you must trigger a password reset email from the backend:

1. Contact Esper Support and request a password reset email for the user's email address.
2. Provide the user's email address and mention that the invitation link is redirecting to the login page.
3. Wait for Esper Support to trigger the password reset email from the backend.

Step 5: User completes password setup

Once the user receives the password reset email, instruct them to follow these steps:

1. Click the password reset link in the email.
2. Create a new password on the page that appears.
3. After submitting the new password, they will be redirected to the login page.
4. Log in using their email address and the newly created password.
5. They should now have full access to the Esper Console.

Step 6: Verify access and account status

1. Confirm that the user can successfully log in to the Esper Console.
2. In the Esper Console, check Profile → User Management and verify that the user's account no longer appears as Pending.

Troubleshooting: When the password reset email is not received

If the password reset email is not delivered after multiple attempts:

• Have the user check their Spam/Junk folder.
• Confirm with your email administrator that Esper emails are not being blocked at the mail gateway level.
• If the issue affects multiple users at your organization, this may indicate a domain-level email filtering or authentication configuration conflict. Contact Esper Support to investigate.

Troubleshooting: When the account remains Pending

If the user's account status remains Pending in Profile → User Management even after they successfully reset their password and log in, contact Esper Support. This may indicate an account state issue that requires Esper Support to intervene.

Still need help?

If you've completed all the steps above and the issue persists, submit a support ticket. include the affected user's email address, the date the invitation was sent, and any error messages displayed when clicking the invitation link.