Troubleshooting team member issues

Team-account issues split between owner-side problems (something wrong with the team setup) and member-side problems (something wrong for one specific member). This page covers both.

"My team member did not receive the invitation"

The invite email comes from noreply@validemailchecker.com and arrives within seconds in the happy case. When it does not:

1. Ask the member to check spam.
2. Wait 2–3 minutes — corporate mail servers sometimes delay automated emails.
3. If still missing, remove the pending invite from the Team tab and re-invite the same address. That generates a fresh password and a fresh email.
4. If multiple re-sends fail, the recipient's mail server may be blocking automated emails. Workaround: invite a personal address (Gmail, etc.) instead, or contact support to manually wire up access.

"My team member cannot sign in"

Common causes, in rough order of frequency:

1. Wrong password

The system-generated password from the invite email is the initial credential. If the member tries to invent their own password before signing in for the first time, that fails. They should:

1. Sign in with the email + generated password from the invite.
2. Once in, change the password from Account Settings → Security.

If they lost the invitation email entirely, the easiest fix is for you to remove and re-invite them — that generates a fresh password and email. (There is no "resend" button distinct from re-invite.)

2. Wrong account email

The member is typing the wrong email at login. Could be a personal email when you invited their work email, or vice versa. Check the Team tab — the exact email you invited is shown in the Email column. That is the only one that will work.

3. Suspended

If their status on the Team tab shows Suspended (red badge), you (or someone with admin access) suspended them. Click the reactivate icon to restore access immediately. They can sign in with the same credentials.

4. Removed

If they no longer appear on the Team tab at all, they have been removed. Removal is permanent. Send a fresh invitation to re-add them — note that the new invite creates a new account record (their old per-row activity stays in your audit log, but their account is technically new).

5. Account-wide issue

If multiple team members cannot sign in simultaneously, the issue is account-level — your subscription may have expired, your account may be suspended, or there is a temporary platform issue. Check your own dashboard and the Valid Email Checker status page; if neither indicates a problem, contact support.

"A team member burned through a lot of credits"

First, find out what they ran:

1. Open Credits History. Filter by team member.
2. You see every credit-deduction row with task name, type (single, bulk, API, integration), and timestamp.
3. Click into the verification details for any large bulk task to see what list it was.

Then decide what to do:

• If it was legitimate but you want to prevent further large jobs without approval, suspend the member temporarily and have the conversation.
• If the credits look like they were spent on something inappropriate (verifying a stolen list, running tests against random domains, etc.) — talk to the member and consider removal if the answer is unsatisfactory.
• If it looks like an exposed API key or integration credential — disable that key/integration immediately from the Developer page, then conversation.

"I need to recover a removed team member"

Removal is permanent — the team-member account record is gone. But you can re-invite the same email and they get a brand-new account on your team. Their previous verification history stays on your account (it was always your data), but it is no longer associated with their member identity.

"A team member forgot their password"

Two paths:

• They reset it themselves. Standard password reset flow via the login page → enter their email → click the link in the reset email. No owner involvement needed. See how to reset password.
• Owner re-invites. Remove them from the Team tab, then re-invite. Generates a new password.

The self-reset is preferable when possible — it does not break any of their existing data associations.

"A team member shared their credentials with someone else"

This violates the acceptable use policy. Immediate actions:

1. Suspend the team member from the Team tab. Any active session terminates immediately.
2. Have the conversation with the team member about why credential sharing is not allowed and the security implications.
3. Force them to set a new password and enable 2FA before reactivating.
4. Consider removal if the behavior was egregious or repeated.

"A team member is suspended but says they should not be"

You (or someone else with owner access) explicitly suspended them. The system never auto-suspends team members — suspension is always an owner action. Check the Team tab; the member shows Suspended status with a reactivate icon. Click it to restore access.

If the suspension is a mistake (you suspended the wrong row by accident), reactivating fully reverses it — no data loss, same credentials, same integrations.

Next steps