If users in your subscription are experiencing issues with invitations, password resets, or email delivery, this article outlines the most common issues.
Invitation link not working
When a new user is invited to a subscription, they receive an invitation email. The invitation link expires after 72 hours. If the user doesn’t accept it in time, a subscription admin must resend the invitation.
Invitation email not received
If a user doesn’t receive an invitation or password reset email, check the following:
Blocked senders
Ensure these addresses are allowed:
no-reply@pendo.iosupport@pendo.io-
no-reply@[your custom hostname](for OEM partners using custom domains)
Incorrect email address
If the user was never added or their email was mistyped during the invitation, emails won’t be sent.
Microsoft Defender quarantines
If your organization uses Microsoft Outlook or Exchange, emails with links may be flagged as High Confidence Phishing.
Ask your IT admin to:
- Check quarantined messages and release blocked emails.
- Allow the sender (for example, no-reply@pendo.io) to prevent future issues.
- Report the email as safe to reduce false positives.
For setup instructions, see Microsoft's documentation on:
- Manage quarantined messages and files as an admin
- How to handle legitimate emails getting blocked (false positives) using Microsoft Defender for Office 365
Unable to sign in
If users are having trouble signing in, browser settings or cached data may be interfering with the authentication process.
Ad blockers
Ad blockers can interfere with login processes or suppress visual elements, like pop-up guides.
- Disable ad blockers or add your application as an exception.
- Try Incognito mode to rule out browser extensions.
Browser cache
Corrupted cache data can prevent proper login.
- Try logging in through an Incognito or private window.
- If that works, clear your browser cache and try again.
Forgot password
If a user forgets their password, they can select Forgot your password? from the login page. They’ll receive a recovery email if they’ve signed in before. The link expires after 24 hours.
Note: If the user hasn’t accepted their original invite or signed in before, the password reset email won’t send. If it’s within 72 hours of the invite, they need to accept it. If the invite expired, an admin must send a new one.
Passwords must:
- Be at least 12 characters long.
- Have a strength rating of Good.
- Be different from the username.
Still need help?
If you continue to have issues logging in, please contact your OEM partner.