User permissions: My invitee is having difficulties, what could the issue be?

It is possible to grant other accounts access to all, or part, of the event management on Line-Up.  For more on User Permissions, click here

To grant another account access, an email invite will need to be sent to that user and they will need to either create a Line-Up account, or login if they already have one and accept the invite by clicking the link in the email.

If someone you have invited is saying they are having issues accepting the invite or getting access, then here are a number of possible causes and solutions to consider and run through with them. 

Email not received:

If the invitee says they haven't received the invite it is worth checking the below as a first action:

• Typos in email - check that there are no typos in the email address that the invite has been sent to
• Gone into Spam/Junk folder - if there are no typos, then ask them to check a spam or junk folder to see if the email has gone there
• Automatic folder categorisation - some email services automatically categorise and file certain types of emails, e.g. in Gmail it may automatically be filed into one of their category folders such as "Promotions" which means it doesn't actually show in their inbox.  It is worth asking the invitee to check any such sub-folders they may have
• Unsubscribed - if the invitee has unsubscribed from Line-Up email previously, the email will not have been sent.  It may be an idea to check if they have previously interacted with Line-Up and may have unsubscribed.  If so then they will need to be re-subscribed which can be done by contacting Line-Up as follows:

If after that, the email is still not showing then please send the email address to support@lineupnow.com for further investigation.

Link expiry:

If the invite link isn't used within 48 hours it will expire and need to be resent. 

Account type:

If the email address the invite is sent to has previously been used to book tickets on a Line-Up powered site, then the user may be logging into a consumer account when they accept the link, rather than a vendor account.  The user will be able to tell if this is the case as it will have a "my tickets" section and show their past orders.  In this instance, they should contact support@lineupnow.com with the email address on the account, and we will update it so they have the correct permissions 

Email address:

The email address on the Line-Up account needs to match the email address the user permission invite was sent to.  If the customer has registered an account under a different email address, they can either try changing it in the account settings, or you can send them a new invite to the correct email address

If the invitee is still unable to accept the invite having covered off the above.  Please contact support@lineupnow.com for further investigation.

User already exists:

If you are trying to add a user and the message "user already exists" is displayed, this means that email address was added previously and then deleted/removed from having access so the system is blocking it from having access again.  If this was done in error and you would like that email address to have access, please contact support@lineupnow.com with the event name, access type and the email address that you would like to send the permission to.