I am trying to add two new folks to Red Canary and after they click the invite, they receive the following error. I resent the invite but same issue.
Your invitation was not successful! Please contact your administrator to request a new one.
There are a few possibilities for this error:
- User has already accepted the invite
- Invitation link is expired
- Session cookies/cache causing problems
User has already accepted the invite
Check the customer instance in Master. Go to Administration --> Users & Roles. If the invitation is still pending (not accepted), it will show in the top of the window.
If the invitation has already been accepted, the user list will show the invitee's name, and their role. Click the three dots [...] next to their name to see the last time the user logged in.
In this case, the user may just need to reset their password. To do this, go to the login page, and click the "Forgot Password?" link to initiate the password reset process:
Invitation link is expired or needs to be re-sent.
Please contact your Red Canary administrator, who can re-send the invite following the instructions in the Inviting users article. Support is unable to re-send invitations to users, nor provide administrator contact information to unknown users.
Session cookies/cache causing problems
If the invitation is still pending and the link has not expired, but the invitee is still getting that error, recommend to the invitee to try to go to that link in an incognito window. Frequently the session tokens, cookies, and browser cache can cause problems with initial login.
Note: Support does not have the ability to validate/verify the legitimacy of invitation requests. In edge cases, please contact your Customer Success Manager.