A new user may not be able to access the website for a few reasons:

  • When the user was created, did the administrator set the user’s status as “Active”? If not, open that user’s profile, check the Active option and then click Save.
  • When the user was invited, did they receive and accept the invitation within three (3) days? If not, contact support to get their account confirmed for them.
  • If you have a limited number of subscriptions, was the user attached to one of them? If not, under Organization, click the Subscriptions tab and select that user for an open subscription.