Credentials Link Is Expired or Invalid: What to Do Next

Use this article when a user opens a credentials or account-activation email and receives an expired or invalid link message.

Use this guidance when the symptoms described above match what you are experiencing. The steps are intentionally limited to customer-safe actions supported by the ticket history; they do not assume backend access.

1. Confirm the user is opening the most recently issued credentials email.

2. Avoid reusing an older credentials link after a newer email has been sent.

3. If your authorized Admin workflow provides a resend-credentials function, resend the credentials email and ask the user to use only the newest message.

4. If a newly issued link immediately reports expired or invalid, submit a support ticket and include the affected filer/user ID.

If the issue is resolved, confirm the expected record, report, document, batch, or access behavior is now available before continuing normal processing. If the issue remains, use the escalation guidance below.

Submit a new support ticket when the steps above do not resolve the issue, when the behavior affects multiple users or time-sensitive processing, or when the article directs you to stop rather than make additional changes.

• Filer/user ID
• Date/time the credentials email was issued
• Whether credentials were resent
• Exact error message
• Screenshot of the error (without passwords or sensitive credentials)