> ## Documentation Index
> Fetch the complete documentation index at: https://docs.bolto.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Someone Didn't Get Their Invite

> Expired links, email verification problems, mobile sign-up issues, and "email already in use" errors.

Read this when an employee, contractor, or admin says they never got an email from Bolto, the link has expired, or they're stuck on email verification.

***

## Resend the invite

* **Employee or contractor:** open their profile. While the invite is pending you can resend it, copy the link to send yourself, edit the email address, or cancel it.
* **Admin user:** go to **Organization → Users**, find the pending user, and resend or copy the link.

Invites expire after 7 days. Resending creates a fresh link. The old one stops working.

## They got the email but can't get in

| Symptom | Fix |
| - | - |
| "Email needs to be verified" and no verification email arrives | Check spam and any filtering on the company domain. Use the exact email the invite went to. If nothing arrives after a resend, email support. We can verify on the back end. |
| Link opens a blank page or an error | Open it in a desktop browser, not from the phone's email app. Clear cookies for team.bolto.com, or use a private window. |
| Address or state dropdown won't work on a phone | Known problem on some mobile browsers. Finish onboarding on a laptop. |
| "Email already in use" | The person already has a Bolto account in another role, for example a contractor record, or an employee account at a previous company. See below. |

## The email is already in use

Each email can have one account, and that account can hold more than one role.

* **Converting a contractor to an employee:** don't add them as a new employee with the same email. Use **Employees → Add employee → Convert contractor**. See [Converting a contractor](/hiring/converting-contractors-to-employees).
* **A contractor who never finished onboarding, now hired as an employee:** cancel the pending contractor invite first, then add them as an employee.
* **Someone who used Bolto at a previous employer:** they log in with their existing credentials and your company appears next to their old one. If it doesn't, email support.

## Admin added themselves as an employee with a different email

They'll have two separate logins. To merge them, cancel the employee invite and resend it to the admin email, or email support.

## Emails from Bolto's partners

Some steps come from a partner, not from Bolto. I-9 verification emails come from Bolto directly on current setups, or from WorkBright on older ones. Benefits enrollment comes from Benbase or Thatch. 401(k) emails come from Vestwell. Have the person search their inbox for the partner's name before assuming nothing arrived.


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