Access, invites and login
An invitation link doesn't work, or a user can't get in.
You're seeing: An invitation link doesn't work, a new user can't get in, buttons do nothing after signing in, or you land on the home page instead of the link you clicked.
The invitation link doesn't work
1. Check spam and quarantine first. Invitation emails are frequently filtered, particularly on first contact with a new domain. Ask your IT team to allow mail from our sending domain before a rollout rather than after.
2. Check how old the link is. Invitation links expire. A link that sat in a spam folder for a week will not work when it's found. Ask your administrator to reissue it.
3. Sign out first. If you are already signed in to Revial with a different account, an invitation link may take you to the home page instead of accepting the invitation. Sign out completely, then open the link again.
4. If reissuing doesn't work either. If an invitation has been sent, cancelled and re-sent for the same address, that address can end up in a state we need to clear. Tell us the address and that it has been reissued — we'll reset it.
A user is in, but nothing works
Buttons do nothing, pages don't respond, or an administrator can't reach organisation settings.
Try: sign out completely, clear cookies for app.revial.ai, and sign in again. This resolves most cases, particularly shortly after a platform update.
If several users in the same session are affected — common during onboarding — stop and report it as one issue rather than each person separately. It is almost always a single cause.
You land on the home page instead of the page you clicked
Clicking a Revial link while signed out takes you through login and multi-factor authentication, and the original destination can be lost along the way. Once signed in, click the original link again and it will resolve correctly.
Multi-factor authentication problems
If MFA codes aren't arriving or aren't accepted, check your device clock is set to automatic time. Clock drift is the most common cause of rejected codes. If codes aren't arriving at all, contact us — do not repeatedly request new ones, as that can lock the account temporarily.
Removing a user
Removing a person's access is done by your organisation administrator in settings. If you are winding down use of Revial entirely and need data deleted, subscriptions ended and integrations disconnected, contact us directly — that is handled as a single process rather than by removing users one at a time.
What to send us
- The affected email address or addresses
- Whether it's one person or several
- Where exactly it fails: the invitation email, the login page, MFA, or after signing in
- A screenshot of the screen where it stops
- Whether the person has ever successfully signed in before