How to fix it
Ask your client to check their spam folder — invitation emails sometimes land there automatically.
In Crownbeam, under Clients, open the relevant practice and check the invitation status.
Proceed depending on the status, as described in the table below.
Status | Meaning | What to do? |
Pending | The invitation hasn't been sent yet. | Click Send invitation. |
Invited | The invitation has been sent but not yet accepted. The practice shows: "Invitation not yet accepted." | Check that the email address is correct and resend the invitation. |
Active | The invitation has been accepted, but the client has never logged in. The practice shows: "Has never logged in." | The invitation can no longer be resent. The client can log in via Reset your password — see below. |
Important: At status Active, the invitation has already been accepted. That means the client already has a password and can log in via app.crownbeam.com. If the client doesn't know their password, they can reset it. → [Reset your password]
If nothing helps
If the invitation still doesn't arrive after several attempts, reach out to Crownbeam support at [email protected].
FAQs
Can I change a practice's email address afterward?
That depends on the practice's status. As long as the status is Pending or Invited, you can adjust the office email via the pencil icon in the client list and resend the invitation. If the status is Active, the pencil icon is no longer visible — the practice then has to change the office email themselves under Settings → My Business → Business Details. The lab can never change an individual practitioner's login email — the practitioner always does that themselves. More on this in Change the email address of a practice or a practitioner.
How many times can I resend the invitation?
At status Pending or Invited, the invitation can be resent any number of times. At status Active, that's no longer possible.