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Troubleshooting Missing or Expired Invites in PyjamaHR: Step-by-Step Solutions for Team Member and Interview Invites

Updated this week

Executive Summary

Inviting team members and candidates is a core workflow in PyjamaHR, but issues like missing, expired, or blocked invites can disrupt your hiring process. This article provides a comprehensive, actionable guide to diagnosing and resolving the most common invite-related problems—ensuring your team and candidates can access PyjamaHR without unnecessary delays.


Detailed Overview

What Are Invites in PyjamaHR?

PyjamaHR uses email-based invites for two main purposes:
- Team Member Invites: To onboard recruiters, hiring managers, and admins to your company account.
- Candidate/Interview Invites: To send interview links (including AI interviews) to candidates via email or WhatsApp.

Why It Matters:
A missing or expired invite can prevent a key team member from accessing the platform or a candidate from completing their interview—potentially causing delays, compliance issues, or lost talent.

Integration with Other Features

  • Team Members & Access Control: Invites are managed under Settings > Team Members > Invites & Approvals.

  • Interview Scheduling: Candidate invites are tied to interview scheduling and AI interview workflows.

  • Security & Compliance: SOC-2 compliant security may block or flag accounts with suspicious activity, affecting invite delivery.


Comprehensive Step-by-Step Guide

1. Troubleshooting Missing Team Member Invites

A. Check Invite Status in PyjamaHR

  1. Go to Settings > Team Members > Invites & Approvals.

  2. Look for the invited user's email under "Pending Invites".
    - If listed: The invite was sent. Ask the user to check their inbox (and spam/junk folders).
    - If not listed: Re-invite the user.

B. Resend or Revoke the Invite

  1. In the "Invites & Approvals" section, locate the invite.

  2. Use the "Resend" or "Remove" (revoke) option as needed.
    - [Screenshot: Invites & Approvals page with Resend/Remove buttons]

C. Check for Common Delivery Issues

  • Spam/Junk Folder: Ask the invitee to search for "PyjamaHR" in their inbox and spam.

  • Corporate Email Filters: Some company domains block automated emails. Ask IT to whitelist @pyjamahr.com.

  • Already Registered: If the email is linked to another company or already onboarded, you’ll see an error.

D. Invite Linked to Another Company

  • If you see: "Email is linked to another company" or "Already invited to the platform", the user may:

  • Have an active invite with another organization.

  • Already be onboarded elsewhere.

  • Solution:

  • Ask the user to log in using the original invite link.

  • If needed, request a direct sign-up link from support.

E. Account Blocked or Flagged

  • If the invitee gets a "Your account has been blocked" error:

  • This may be due to SOC-2 security (multiple logins, suspicious activity).

  • Contact support to temporarily enable access or resolve the block.

F. Invite Not Visible or Bug

  • If the invite does not appear under "Invited Team Members" but the user cannot join:

  • This may be a platform bug (as reported in recent conversations).

  • Contact support for a fix or temporary access.


2. Troubleshooting Missing or Expired Candidate/Interview Invites

  • Check Email/WhatsApp: Confirm the candidate checked all folders.

  • Resend Link: Use the "Resend Invite" option in the candidate’s profile or interview schedule.

  • Direct Link: If urgent, request a direct interview link from support.

  • AI Interview Links:

  • Links are valid only until the expiry date/time specified in the invite.

  • Once expired, the link cannot be reused or extended (per platform policy).

  • Solution:

    • Candidate must contact the recruiter/HR to request a new interview if possible.

    • Recruiters cannot extend expired links; a new invite must be issued.

C. Maximum Attempts Exceeded

  • If a candidate opens the interview link in too many tabs/windows (usually 10+), the link may be restricted.

  • Solution:

    • Support can increase the attempt limit for the candidate to reuse the same link.

    • Advise candidates to use a single browser window.

D. "Meeting Does Not Exist" or "Role Closed" Errors

  • If the candidate sees "This meeting does not exist" or "We’re no longer hiring for this role":

  • The job or interview has been closed or paused.

  • Solution:

    • Confirm with HR if the role is still open.

    • If closed, no further action is possible.

E. Technical Issues (Network, Device, Permissions)

  • Advise candidates to:

  • Check network connectivity.

  • Try a different browser or device.

  • Ensure microphone/camera permissions are enabled.


Advanced Usage & Best Practices

For Admins & Recruiters

  • Always Verify Invite Status: Use the "Invites & Approvals" dashboard before resending or escalating.

  • Avoid Duplicate Invites: If an email is already invited or onboarded, do not attempt to re-invite—ask the user to log in or contact support.

  • Monitor Security Flags: Multiple logins from different locations/devices can trigger account blocks. Each user must have a unique login.

  • Use Direct Links for Urgent Cases: If email delivery fails, request a direct sign-up or interview link from support (temporary access can be granted for 24-48 hours).

  • Revoke Old Invites: Remove unused or outdated invites to keep your team list clean and secure.

For Candidates

  • Check All Folders: Always search for "PyjamaHR" in all email folders.

  • Act Before Expiry: Complete interviews before the deadline—expired links cannot be reactivated.

  • Limit Browser Tabs: Open the interview link in a single window to avoid hitting attempt limits.

  • Technical Readiness: Test your device, network, and permissions before starting.


Troubleshooting & Common Issues

Common Error Messages & Solutions

Error Message / Scenario

Solution

"Verification email not received"

Check spam/junk, ask IT to whitelist, request direct link from support

"Email is linked to another company"

Ask user to log in with original invite; contact support if stuck

"Your account has been blocked"

Contact support to resolve SOC-2 security block

"Invite not visible under team members"

Possible bug—contact support for fix or temporary access

"Interview invite expired"

Cannot be reused; recruiter must send a new invite

"Maximum attempts exceeded" (AI interview)

Support can increase attempt limit; advise candidate to use one browser window

"This meeting does not exist" / "Role closed"

Job/interview is closed; confirm with HR, no further action possible

Candidate not receiving WhatsApp link, but email works

Use email link; check WhatsApp number; resend if needed

Technical issues (mic/camera/network)

Try different device/browser; check permissions; rejoin using same link

What If Scenarios

  • What if the invitee never receives any email?

  • Check spam, confirm email address, resend invite, request direct link from support.

  • What if the candidate's link expired due to network issues?

  • Unfortunately, expired links cannot be reactivated. Request a new invite.

  • What if a team member's email is already in use elsewhere?

  • The user must be removed from the other company or use a different email.

When to Contact Support

  • Persistent delivery issues after following all steps

  • Account is blocked or flagged for security

  • Invite not visible or platform bug suspected

  • Need for direct sign-up/interview link in urgent cases


Comprehensive FAQ

1. I invited a team member, but they didn’t receive the email. What should I do?
Check the "Invites & Approvals" section, have them check spam/junk, and resend the invite. If still not received, contact support for a direct link.

2. The invite says the email is linked to another company. How do I fix this?
Ask the user to log in with their existing invite. If they need to switch companies, contact support.

3. Can I extend or reactivate an expired interview invite?
No, expired AI interview links cannot be reactivated. You must send a new invite.

4. A candidate says their interview link expired due to network issues. Can I help?
You can only send a new invite; expired links cannot be reused.

5. My team member’s account is blocked after multiple login attempts. What now?
Contact support to resolve SOC-2 security blocks and enable access.

6. The invite is not showing under "Invited Team Members" but the user can’t join. Why?
This may be a bug. Contact support for a fix or temporary access.

7. How do I revoke or remove a pending invite?
Go to Settings > Team Members > Invites & Approvals and use the "Remove" option.

8. What if a candidate opens the interview link in too many tabs?
Support can increase the attempt limit. Advise the candidate to use a single window.

9. The candidate received a WhatsApp link that doesn’t work, but the email link does. What should I do?
Use the email link. If both fail, resend the invite or contact support.

10. Can I see if a team member has accepted their invite?
Yes, check the "Invites & Approvals" section for status.

11. What if the role is closed but candidates still receive reminders?
This is a known issue; candidates cannot proceed if the role is closed.

12. How do I handle invites for users who left the company?
Revoke their access and invite new users as needed.


Related Features & Next Steps

Recommended Next Steps:
- Regularly audit your "Invites & Approvals" list.
- Educate your team on invite workflows and security best practices.
- Bookmark this article for quick reference during onboarding or troubleshooting.


Still need help?
If you’ve followed all steps and the issue persists, contact PyjamaHR Support with:
- The affected email address
- Screenshots of errors or missing invites
- Steps you’ve already tried

We’re here to ensure your team and candidates never miss a critical invite again!

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