---
title: "Unblock a user stuck in Pending"
url: "https://docs.4hse.com/users-and-permissions/unblock-pending-user"
description: "What to do when the invitation link has expired and the user cannot complete their first login."
---

# Unblock a user stuck in Pending

When an admin creates a user, 4HSE sends an invitation email with a link to complete the registration. That link is valid for **30 minutes**. If the email ends up in spam, or is opened too late, the first login cannot be completed and the user stays **Pending** — see [User statuses](/users-and-permissions/create-a-user#the-three-statuses).

## How it looks

[Section titled “How it looks”](#how-it-looks)

-   **Admin side**: the user keeps showing as **Pending** in the project or office user list, long after the invitation was sent.
-   **User side**: they never received the email, or they found it but the link no longer works.

## What not to do

[Section titled “What not to do”](#what-not-to-do)

Deleting the user and adding the same email again **does not** generate a new invitation. The user still cannot get in, and the admin still sees Pending. It is the most common reaction and it does not work.

## The solution: password reset

[Section titled “The solution: password reset”](#the-solution-password-reset)

No action is required from the admin. The user completes the first login on their own.

1.  Open the 4HSE login page.
2.  Select **Forgot password?**.
3.  Enter the email the user was registered with.
4.  Select **Submit**.
5.  Check the inbox, including the spam folder, and open the link received.
6.  Set the new password and confirm it.
7.  Select **Submit**.

The user can now log in, and the status changes from **Pending** to **Active**.

## Common problems

[Section titled “Common problems”](#common-problems)

Problem

Cause

Solution

Invitation email not received

It ended up in spam, or the address has a typo

Check the spam folder. Verify the address with the admin: **the email is the exact identifier** the user was registered with.

Invitation link not working

It is valid for 30 minutes and has expired

Use the password reset from the login page.

User deleted and re-added, still no email

Adding the same address again does not generate a new invitation

Do not delete and recreate. Use the password reset with the original email.

Still Pending after the reset

The reset worked but the first login has not happened

The user must log in with the new password. The status then changes by itself.

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