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Portal invite didn't arrive

Why a member or guardian didn't receive their portal access link and how to resend or troubleshoot delivery.

You sent a prep link or portal invite to a member or guardian and they say it never arrived. Here's how to diagnose the problem and get them access.

What's happening

Members and guardians access the member portal via a Prep Link — a secure, time-limited link that lets them complete their profile, waiver, and payment setup before class. This link is sent by email. If it doesn't arrive, one of the following is usually to blame:

  1. The email address on the member record is wrong or missing. The system can only send to the address stored on the member's record.
  2. The email went to spam or a promotions folder. Automated links are sometimes filtered.
  3. The member's email provider blocked the delivery (bounce). If the address has bounced before, the system suppresses future sends to it.
  4. The member already activated their account. Once a member has set up their login, the prep link is no longer needed — they sign in directly at the member portal.
  5. The link expired before it was used. Prep links are time-limited. If the member waited too long to open it, it will be invalid.

How to fix it

1. Confirm the email address is correct

  1. Open the member's record (go to Students, then select the member).
  2. Check the Email field on the Profile tab or in Edit Member Profile.
  3. If the email address is wrong, correct it via Edit Member Profile → update Email → Save Changes.

2. Ask the member to check spam and promotions folders

The subject line of the prep link email contains your gym's name. Ask the member to search for it in their spam, junk, or promotions folder and mark it as not spam.

3. Resend the prep link

Once the email address is confirmed correct:

  1. From the member's record, select Actions, then Send Prep Link.
  2. In the Send Prep Link dialog, confirm the recipient — Member or Guardian — and the email address.
  3. Select Send Prep Link. A new link is generated and the previous one is automatically invalidated.

4. Copy the link manually

If email delivery continues to fail, the Send Prep Link dialog shows the prep link URL after sending. You can copy it and share it directly with the member via another channel (SMS, WhatsApp, or in person).

5. Check if the member has already activated

If the Arrival Readiness card on the member's Summary tab shows Portal account as complete (green tick), the member already has an account and doesn't need a prep link. Direct them to sign in at the member portal instead.

If the issue persists after trying the steps above and you suspect a persistent email bounce, contact your gym's administrator to check the notification delivery logs under Settings, then Notifications.

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