When a business adds you to their {{brand.name}} team, a single link arrives in your inbox and that link takes you to the right place. You do not have to create an account yourself or hunt for the right portfolio. This article covers accepting the invitation, what your role means, and what to do when the link misbehaves.
💡 An invitation is to a portfolio, not to a single Instagram or WhatsApp account. Once you join, you work with the same role across every account in that portfolio that is open to you.
What you see on the invitation screen
When you click the link, the heading of the screen carries the name of the portfolio you were invited to. The card below it has four lines:
- Portfolio — the portfolio you will join.
- Invited you — the name and email of the person who sent the invitation.
- Your role — the role you were given, with a one-line description.
- Invited email — the address the invitation was sent to. This address cannot be changed.
The buttons under the card change depending on your situation.
What to do in your situation
If you are already signed in
Two buttons sit under the card: Accept invitation and Decline. Accepting takes you straight to the portfolio. If there is an account open to you inside it, the panel takes you there.
If you have an account but are not signed in
The screen says "You already have a user account with this email. Sign in and the invitation will be waiting." and shows a Sign in button. After signing in you return to the same invitation screen and see the accept button.
If you have no account at all
The screen says "Continuing creates your user account with this email — no extra verification step needed." The Accept invitation button takes you to a short sign-up form.
On that form the email field comes from the invitation and cannot be changed; you only type your name and a password. The password must be at least 10 characters. Pressing Sign up and join creates your account and joins the team in one move.
There is no email verification step on this path. Because the invitation was already sent to that address, you have effectively proved the address is yours.
⚠️ Note: You have to sign in with the address the invitation was sent to. If you open it while signed in with another account, the screen says "This invitation was sent to … Sign in with that email." Sign out first, then sign back in with the right address.
Your role decides what you can do
The person inviting you picks a role. The role decides what you can see and change in the panel:
- Admin — manages the portfolio's settings, team and accounts. Can connect accounts and invite people.
- Editor — builds automations and content, uses the inbox; cannot change settings.
- Agent — answers messages in the inbox and edits contact records. Can see automations but not change them.
- Viewer — read-only; cannot make any change.
The Owner role is never given by invitation; it belongs to the person who created the portfolio.
Your role also shapes the menu: a section you have no permission for is simply not drawn in the left menu. If you believe you should see a section, tell the portfolio owner or an admin; they can change your role from Portfolio settings › Team.
Which accounts you can reach is a separate setting from your role. You may be given every account in the portfolio, or only selected ones. An account you cannot reach never appears in the switcher.
First things to do after joining
- Check your name in My user settings › Profile; this is the name shown in team lists and conversation records.
- Turn on two-step verification in My user settings › Security. Team accounts reach customer data.
- Set your language, theme and Account to open after sign-in in My user settings › Preferences.
- Read the "finding your way around the panel" article to learn the parts of the screen.
- If you are an agent, make a habit of the Mine filter in the inbox.
💡 Portfolios where you are a team member run on the owner's plan. You do not need to buy your own; the My user settings › Plan and invoices screen says so.
Declining an invitation and leaving a team
You do not have to accept. Pressing Decline closes the invitation and it is not shown to you again; the person who invited you can send a new one if they want. Declining does nothing to your user account: any portfolios of your own stay exactly as they were.
If you no longer work with a team, the portfolio's owner removes your membership. An admin can invite people and change roles, but only the owner removes a member. When your membership is removed, that portfolio's accounts disappear from your switcher; your own user account, your preferences and your memberships in other portfolios are untouched.
You can be on the team of several portfolios with the same email address. You move between them with the account switcher at the top left; your role can differ per portfolio and is shown under the portfolio's name in the switcher.
If the invitation does not work
It says "Invitation not found or expired". Invitations have a limited life and may have been cancelled. Ask the person who invited you to send a new one.
It says "This portfolio is scheduled for deletion". Deletion has been scheduled for the portfolio. You cannot join until the owner cancels it.
Nothing happens when I click the link. Copy the link out of the email and paste it into the browser's address bar. Some mail apps break long links across lines.
I was invited to the wrong email. The invitation address cannot be changed. The person who invited you has to cancel it and send a new one to the correct address.
I joined but I see no accounts. Two possible reasons: the portfolio has no connected accounts yet, or you were not given access to any. The screen tells you which; in the second case, ask the portfolio owner or an admin.
If you have followed every step and the problem continues, contact our support team.