How to Resend a Member’s Onboarding Invitation
For: Plan Administrators | Category: Member Onboarding
As a plan administrator, you can resend onboarding invitations directly from the LINK platform — no support ticket needed. This is useful when a member hasn’t received their invite, their invitation has expired, or their email address has changed.
Before You Start
• Confirm the member’s email address on file is correct. If it needs to be updated, update it first, then resend. See “If the Email Address Needs to Be Updated” below.
• Let the member know to check their junk or spam folder — invitation emails are sometimes filtered there.
Steps to Resend an Invitation
Step 1. Log in to the LINK platform and click Members in the left sidebar to open your member list.
Step 2. Search for the member by name or identifier and click to open their profile.
Step 3. Click the Plans tab at the top of the member’s profile.
Step 4. Click on the plan you want to resend the invitation for.
Step 5. Click the Resend Invitation button on the top right of the plan section. The invitation will be sent immediately to the email address on file.
If the Email Address Needs to Be Updated
If the member’s email address is incorrect or has changed, update it before resending the invitation:
Step 1. From the member’s profile, click the Edit User button in the top-right corner.
Step 2. Update the Primary Email field to the correct address.
Step 3. Click Save.
Step 4. Return to the Plans tab, open the plan, and click Resend Invitation.
Important Notes
• The invitation is sent immediately after clicking the button — there is no confirmation prompt.
• The invitation goes to the Primary Email address on the member’s profile. Always verify this is correct before resending.
• There is no limit on the number of times you can resend an invitation.
• If the member has already completed onboarding, the Resend Invitation button may still be available. Resending will not disrupt their existing account or plan enrollment.
Troubleshooting
The Resend Invitation button is greyed out or missing
The button may not appear if the member’s plan status doesn’t support resending (e.g., the plan is inactive or the member is terminated). Check the member’s employment status and plan enrollment. If the button is still missing and the member should be eligible, contact LINK support.
The member still didn’t receive the email after resending
Ask the member to check their junk/spam folder. If the email is not there, verify that the Primary Email address on their profile is correct (no typos, correct domain). If the address is correct and the email still isn’t arriving, the member’s email provider may be blocking it. Contact LINK support for assistance.
The member’s email bounced
Update the Primary Email field to a valid, working address (see “If the Email Address Needs to Be Updated” above), then resend the invitation.
The member says the invitation link has expired
Resend the invitation — a new link will be generated and sent. The previous link will no longer work.
I resent the invitation but the member received two emails
This can happen if the original invitation was delayed rather than lost. The member can use either link — only the most recent one will work once they begin onboarding.
When to Contact Support
Contact LINK support if: • The Resend Invitation button is missing and the member should be eligible • The member’s email address is correct but invitations are not arriving after multiple attempts • The member completed onboarding but can’t access their account • You need to send an invitation to a new member who hasn’t been added to the platform yet |
Phone: +1 (844) 707-3700
Chat: Use the chat widget in the bottom-left corner of the LINK platform
Include in your request: the member’s full name, the email address the invitation was sent to, the plan name, and how many times the invitation has been resent.