User issues

Error adding a user

Error: Error adding following emails

This error typically occurs due to one of the following reasons:

1. Unsupported characters in the email address — Document360 only supports email addresses that include standard characters. Among special characters, only underscore (_) and hyphen (-) are allowed.

   Example: Trying to add tom&34@barny.com will result in an error because the ampersand (&) is not a supported character.

2. Email already associated with a Reader SSO account — If the email address you are trying to add as a user is already linked to a Reader SSO account, the system will block the addition and display the same error message.

Steps to resolve:

• Ensure the email address does not contain special characters other than underscore (_) and hyphen (-).
• Update the email address to follow standard email formatting.
• Retry adding the user or the reader with the corrected email.
• Confirm that the email is not already used in a Reader SSO account.

Email verification error

You will see this error when you click an expired project invitation link. The activation link is valid for 7 days from the time it is sent. Project Owners and Admins can resend the activation email.

1. Navigate to Settings () > Users and security in the left navigation bar in the knowledge base portal.
2. In the left navigation pane, navigate to Team accounts and groups.
3. Under the Users tab, you can view the existing users in the project.
4. Hover the mouse pointer over the user to whom you want to send a project activation email. The Send activation mail icon appears on the right.
5. Click the Send activation mail icon, and the activation email will be sent to the user's email address.

Unable to access the invitation email link

If you are seeing the error message Email verification failed when trying to activate your account, it usually means the invitation link has expired.

• The activation link is valid for 7 days from the time it is sent.
• If the link has expired, you will not be able to activate your account with that link.

How to fix it:

1. Contact your project Owner or Admin.
2. Ask them to resend the activation email from the knowledge base portal.
3. Use the new link to activate your account within the 7-day validity period.

NOTE
You can identify who sent the original invitation from the invitation email itself. Contact that Owner or Admin directly to request a new activation email.

Activation email not received

If you haven't received the activation email after being added to a project:

1. Check your spam or junk folders in your email inbox.
2. Ensure that no network filters or rules are blocking emails from being delivered to your inbox.
3. If the activation email has expired, contact the project owner and request them to resend the activation email.

For more information on adding readers to a project and activating emails to notify them, read the article on Managing readers.