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.
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.