If someone you've invited to Kapiche can't find their invitation, work through these steps.
1. Know what to look for
Kapiche invitations come from:
Sender: Kapiche Team <accounts@kapiche.com>
Subject: Access Invitation
Message: "You've been invited to access the Kapiche account of [your site name]", with a link to accept.
Ask your user to search their inbox for accounts@kapiche.com.
2. Check spam, junk and quarantine
Corporate email filters often hold invitations from addresses they haven't seen before. Ask your user to check their spam or junk folder. If your organisation uses an email security tool, the message may be in quarantine, where only your IT team can see it.
3. Ask IT to allowlist Kapiche
If invitations are being blocked, ask your IT team to allowlist:
accounts@kapiche.com, which sends invitations and account emails
insights@kapiche.com, which sends scheduled reports and digests
Kapiche sends email through SendGrid, which your IT team may want to know when tracing a blocked message.
4. Send the invitation again
Invitations don't expire, but each one can only be used once, and you can't send a second invitation while one is still pending. To send a fresh one:
Go to your profile menu, then Users.
Find the person in the list of pending invitations.
Click the X next to their invitation to cancel it.
Invite them again with the same email address and user type.
If they've already accepted an invitation, the link shows "Invitation already used". In that case they already have an account and should log in instead.
Common messages when inviting
"There is already a pending invite for…": cancel the pending invitation first (step 4), then invite again.
"…not in approved domain": your site only allows invitations to approved email domains. A site Admin can add the domain, see How do I add an approved domain?
Seat limit reached: there are no licences left for that user type. Admins can check licence usage on the Subscription page.
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