# A person can't log in

**For:** Manager | Admin
**You'll need:** Access to the **Company → People** page.

You invited someone and they say they can't sign in. They might never have set a password, their account might be inactive, the company might be suspended, or the email on file might be wrong.

## Check four possibilities

1. **The invitation was never completed.** New people receive a one-time link to set their password. If they didn't click it (or the link expired), their status stays **'Pending'** and they have no password to sign in with. Open the person and click **'Re-send invitation'** — see {doc}`/settings-and-admin/account/set-your-password-after-invitation`.
2. **The account is inactive.** A person whose membership status is **'Inactive'** or **'Deleted'** can authenticate but is rejected at the door. Reactivate them on the people page — see {doc}`/set-up-your-company/people/deactivate-a-person` for how status flips work.
3. **The company is suspended.** If billing lapsed or an admin canceled the tenant, every member is locked out — including the owner. Check **Settings → Billing** or email {{ support_email }}.
4. **The email on file is wrong.** Sign-in is by email. If they're typing one address and {{ app_name }} has another, they won't match. Open the person, confirm the **'Email'** field, fix it if needed, and re-send the invitation.

## Still stuck?

Email {{ support_email }} with: your company name, your email, the time the problem started, and what you were trying to do.

## Related

- {doc}`/settings-and-admin/account/set-your-password-after-invitation`
- {doc}`/set-up-your-company/people/deactivate-a-person`
- {doc}`/set-up-your-company/people/re-send-an-invitation`