User did not activate their account before the invitation expired. Admin needs to re-send a new welcome email.
Issue: The user is trying to activate their account to log on, but the link in the original welcome email has expired.
Resolution:
The Admin will need to access the user from either one of the links below depending if the user is a provider or a patient:
- Providers List: Organization Admin > Providers
- Patients List: Organization Admin > Patient
The Admin can search for the user to narrow down the list. The Status of the account should say "Initialized".
Click the user's name and in the "Outstanding Invitation / Password Reset" section at the bottom of the page, the status of the invitation should be "expired".
The "Expires at" date can also be seen.
The admin can re-send a new welcome email by clicking the "Resend" button.
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