Troubleshooting user invitations

See Configuring Users for the standard invite workflow.

Checking invite status

In User Management, each user row shows a status indicator:

• Grey — Invite sent but the user has not completed signup
• Green — User has signed up and verified

[SCREENSHOT: User Management table showing grey (pending) and green (active) status indicators]

User didn't receive the invite email

1. Confirm the email address entered in the invite is correct — typos are the most common cause.
2. Ask the user to check spam, junk, and quarantine folders.
3. Ask the user to search their inbox for "Truleo" or "Welcome to Truleo."
4. Verify your agency's email security system is not blocking messages from TRULEO.
5. If the address was wrong, delete the pending invite and re-invite with the correct email.

Wrong email address on the invite

1. Go to Account Settings → User Management.
2. If the user has not signed up yet (grey status), remove the pending invite.
3. Click the add user icon and send a new invite to the correct email address.
4. If the user already signed up with the wrong email (green status), contact support@truleo.co for account correction.

User clicked the invite link but can't complete signup

Common blockers:

• "Phone must be unique" — The user's phone number is tied to another account. See Resolving "phone must be unique" during signup.
• Expired invite link — Re-send the invite from User Management.
• SSO enabled — If your organization uses single sign-on, the user follows your department's login flow instead of creating a TRULEO password. See Account login and password troubleshooting.

User signed up but can't access expected features

1. Confirm the user's role and permissions in User Management match what they need.
2. Check that the user is assigned to the correct group for BWC viewing or reviewer permissions.
3. Verify the organization's feature toggles enable the products they need (Analyst, Field Notes, TruAssist modules).
4. See User Permissions for a full permissions reference.

Who has admin access?

Users with administrator permissions can access Account Settings, invite users, and configure organization settings. If you need to change who is an admin:

1. Go to Account Settings → User Management.
2. Select the user and update their role/permissions.
3. Only existing administrators can grant admin access.

If all administrators have left the agency, contact support@truleo.co with verification from your agency leadership.

Resending an invite

TRULEO does not have a separate "resend" button — send a fresh invite:

1. Remove the pending user (grey status) if needed.
2. Invite again with the same or corrected email address.
3. Confirm the user received the new email.

Best practices

• Double-check email addresses before clicking INVITE.
• Use work email addresses rather than personal email when possible.
• Assign groups and permissions at invite time to avoid access issues after signup.
• Keep at least two administrators on each account.