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
Go to Settings > Team Members > Invites & Approvals.
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
In the "Invites & Approvals" section, locate the invite.
Use the "Resend" option as needed.
3. Use the "Revoke" option as needed.
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
A. Candidate Did Not Receive Interview Link
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.
B. Expired Interview Link
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
Team Member Management: Learn more about managing user roles and access: Inviting Team Members
Interview Scheduling: See how to schedule and manage interviews.
Security & Compliance: Review SOC-2 security best practices.
Exporting Data: For offboarding or data migration, see Comparison View: How to Export Candidate Data
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!