Client unable to login from email invite
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I have been building this site for a client and am in the final stages. I’m adding them to the site via the users panel and inviting as an editor. They already have an existing WordPress account that they use to log into another sites admin. They are unable to log in via my invite with that existing account login, but also can’t create a new account on that email since an account already exists.
Is there a backend way to add their username and password?The blog I need help with is: (visible only to logged in users)
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Hi there,
Based on what I can see from this end it looks as if they maybe trying to access their account after a long period of dormancy? So long as they still have access to the email the account is under they can send themselves a login link by visiting here: https://wordpress.com/wp-login.php?action=lostpassword
Once they are able to access their WordPress.com account, they will be able to accept your invite and access the site as an Editor without issue.
If they continue to not be able to log in, even after tying their email address in the link I shared above, they can fill out this form to ask for assistance from our Account Recovery team: https://wordpress.com/wp-login.php?action=recovery
Thanks!
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I will send it over to them to test, however I know they’ve recently logged into their other site with the account so I’m not sure how it would be dormant.
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@whoffmandesign does the username start with a J? If so, do see a “pending invite” here. I’d recommend they look for the email invite, then “accept invitation” … can you see if that helps? If they aren’t getting the email, let us know.
If that isn’t the user you’re referring to, could you share the email address associated with their account? It will be redacted automatically so only staff can see it.
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And actually – if you could please share the email address associated with their account, that would be helpful. Having taken a look at the pending invite, I’m wondering if your user has a different username here. Let us know and we’ll have a look. Thanks!
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the email associated with the account is (email visible only to moderators and staff), they said the went though the email invite but couldn’t log in with their account. Although I’m wondering how much is user error on their end
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Thanks for the additional info!
In this case they may not recall that they created an account with us several years ago under the email address they provided you, so they can log in to their account (as a first step) by sending themselves a login link.
Can you please share this URL with them and ask that they enter their email address to send themselves a login link? https://wordpress.com/wp-login.php?action=lostpassword
Once they have signed in to their existing WordPress.com account, they will be able to act on your invite and access the site without issue.
Hope that helps. Please let us know if you have any more questions.
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