My client didn't get the invitation

If a client says they never received an invitation to join Sunlight, diagnose and fix it from their profile.

1. Check the status. Open the client's profile → Portal Access section:

• Not Invited — click Invite to Portal (a valid email must be on file).
• Pending — ask them to check spam, then click Resend.
• Expired — click Resend.
• Failed — invalid email. Correct the email address, then Retry.
• Accepted — not an invitation problem (see below).

2. If your client is not seeing the invitation:

• Confirm the email on file is correct (a typo is the most common cause).
• Ask the client to check spam/junk for an email from Sunlight or your organization.
• If your org uses a custom invitation template, an admin can review it under Settings → Email Templates.

Notes:

You need the Invite permission to send or resend. Don't see the option? Contact your administrator. To sweep for issues across your caseload, filter the Clients list by Invitation Status.

Accepted but can't see their case? That's a separate issue; the client must be added  to the case. Open the case, go to participants, and add them with their role.

Trouble? Contact your case worker or email support@getsunlight.org.