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An invitation does not work

  • Check the email address on the customer’s or teammate’s record.
  • Ask them to use the latest invitation and sign in with that address.
  • Complete any email confirmation requested during sign-up.
  • Use the available invitation action to send or share a current link.
Staff invitations appear in Team Access. Customer invitations appear in the customer section.

A customer can sign in but sees no cameras

Check these items in order:
  1. Business: they opened the correct business’s portal.
  2. Account: their signed-in email matches the invited customer and the customer account is active.
  3. Visit: the correct customer or subject is attached to the visit.
  4. Time: the visit’s viewing window includes the current time. Check the business timezone.
  5. Cameras: the intended cameras are selected for that visit.
  6. Pauses: access has not been paused, revoked, cancelled, or ended; also review camera and portal availability settings.
Refresh the portal after correcting the underlying issue. Repeated invitations do not fix a missing camera grant or an ended visit.

A customer can watch live but cannot replay

Confirm that customer replay is enabled for that camera, footage exists in the selected time range, and it falls within the customer’s visit and replay lookback. Longer staff retention does not extend customer replay. See Recording settings.

A teammate cannot find a page or camera

Review their role and location assignments in Team Access. Owners can check delegated access-management limits when an administrator cannot make a change.

An incident is missing for a customer

Check that the customer was explicitly selected as a recipient and still has eligible access covering the reported moment. A report may have moved to Archive for staff after its customer visibility ended. If the settings look correct and the problem continues, contact support with the exact error and the checks you have completed.