Inviting Users and Troubleshooting Invite Emails

How invitations work

Users do not sign themselves up to an existing workspace. A workspace admin adds them first:

1. Go to Settings → Users.
2. Click Add User and enter the teammate's work email address.
3. The new user receives an invitation email with a link to set their password.

Once they set a password, they can log in at app.salesmotion.io and see the accounts assigned to them.

The most common problem: password reset before the user exists

This is the number one support issue with logins, so check it first.

A password reset only works for users that already exist in the workspace. If a teammate tries to log in or requests a password reset before an admin has added them, no email arrives. There is no account to reset.

The fix takes a minute:

1. An admin goes to Settings → Users and adds the person's email address.
2. The person then receives the invitation email, or alternatively requests a password reset, which now works because the user exists.

When the invitation email does not arrive

If the user has been added but the email is missing:

1. Check spam and quarantine. Corporate email security (Mimecast, Proofpoint, Microsoft Defender) sometimes holds first-time senders. Search for mail from salesmotion.io.
2. Ask IT to allow the sender domain. Whitelisting salesmotion.io resolves delivery for the whole team at once, which is worth doing before a larger rollout.
3. Resend the invitation. An admin can re-trigger the email from Settings → Users.
4. Use the password reset path. Since the user now exists, the reset email from the login page acts as a backup delivery route.
5. Still nothing? Contact support@salesmotion.io with the affected email address. The team can verify delivery status on the sending side and set the account up manually if needed.

Broken or expired links

If the link in an invitation email does not work, request a fresh one rather than retrying. An admin resending the invite, or the user requesting a password reset from the login page, both generate a new valid link within a minute.

Frequently asked questions

Can two people share one login?

Each person needs their own user. Shared logins break account ownership, alert routing, and usage reporting, and simultaneous sessions can log each other out. Admins can add users at any time from Settings → Users.

Do new users see everything in the workspace?

New users can access the workspace's tracked accounts, with visibility and alerts organized by account ownership. Review account assignments after inviting a group of users so alerts reach the right owners.

Why does a colleague receive alerts but I do not?

Alerts route to account owners. If the accounts you care about are owned by someone else, you will not receive their alerts. Ask an admin to reassign ownership or add you to the relevant accounts.