Who this is for
College Administrator, District Administrator
A new user who never receives their invitation cannot sign in, and cannot use Forgot password either, because the account is not set up yet. The cause is usually the address on their record or a mail filter, and you can finish the setup for them either way.
For creating the account in the first place, see Add a college user. For how accounts are created and by whom, see Understanding user account creation.
Symptom |
What you'll see |
|---|---|
The invitation never arrived |
The user reports no email from noreply@dualenroll.com |
It went to an address they cannot reach |
The address on the user's record is wrong or mistyped |
Forgot password will not let them in |
A reset attempt reports that the invitation has not been accepted |
The address on the record is wrong
The issue
The invitation goes to the address on the user's record, so a mistyped address delivers it somewhere the user cannot reach.
How to fix it
- Open the user's record and check the email address, correcting it if it is wrong.
- For a high school user, choose Reinvite User to send a fresh invitation. Warning: Reinvite User emails the person as soon as you save, so correct the address first.
- For a college user, confirm the account on their behalf using the steps below.
The invitation was filtered
The issue
Invitations come from noreply@dualenroll.com, and institutional mail filters often quarantine an unfamiliar sender before the user ever sees it.
How to fix it
- Ask the user to search their mailbox for mail from noreply@dualenroll.com.
- Ask them to check their spam and quarantine folders.
Forgot password will not let them in
The issue
A user who is still Invited, meaning they were invited but never finished setting the account up, has no password to reset. The attempt reports that the invitation has not been accepted yet.
How to fix it
- Open the user's record.
- Set a login (their email address) and a temporary password.
- Save with Confirm Account.
- Give them those credentials. They can change the password once they are signed in.
When to escalate
If the address is correct, mail still is not arriving, and confirming the account on their behalf does not work, submit a request to the Help Desk and include:
- the college, and the user's name and email address
- when the invitation was first sent, and how many times it has been resent
- whether you confirmed the account on their behalf, and what happened
- any bounce or delivery message their mail administrator can see