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.

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

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

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.

Note

The reset link also lasts 30 minutes. If it expires, repeat the procedure from the login page.

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.