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  1. Identity
  2. ID-8157

Tracking confusion around invite error messages for deactivated invitees

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    Description

      Issue Summary

      When attempting to invite a user to a site, there are several circumstances in which the invite will fail and the admin will be shown an ambiguous error message:

      Error 1: 

      Unable to send invites We were unable to send any invites because one or more accounts you invited are deactivated. Remove these accounts from your invite and try again.

       

      Error 2:
       

      We're unable to invite users
      At least one user has an account that is deactivated or suspended. Only an organization admin can restore their access. If the account doesn't exist in your organization, contact support.

      Note that the copy was updated in a bug here: ID-8211 , but this still causes confusion as the customer doesn't know who's deactivated and why

      Error 3: Similar to error 2 
       

      We're unable to invite users
      At least one user has an account that is deactivated or suspended. Restore their access or remove this account and try again.

       
      These errors have generated a large number of community posts and Support tickets. 

       

      Expected Results

      A clear explanation of which user cannot be invited, and guidance on what to do next.

      Actual Results

      Generic error message without indication of which user is at fault (in the case of a multi user invite) or what steps are required to fix the problem.

      Workarounds

      Notes

      Invite errors that are tracked elsewhere:

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              2015ae912494 Stefan Scorse
              23ef3e30d63c Anusha Rutnam
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              Dates

                Created:
                Updated: