When something looks wrong

Most of what looks like a fault is the product being careful. This page covers the cases that come up often enough to be worth recognising on sight, and then draws the line at what is not yours to fix.

Common cases

“I never got the invitation.” Resend it — the same paper plane does both. The link is good for seven days, so a week-old invitation is expired rather than broken, and resending costs nothing and creates nothing: no second row, and nothing the person has already filled in is undone.

The row is still Not activated after you sent. The send did not go through. Try again, and check the address before you do.

The address on the row is wrong. It cannot be edited. An invitation was sent somewhere, and quietly repointing it would mean a row whose history says one thing and whose address says another. Add the person again with the right address and archive the row that was wrong.

The name on the row is wrong. You can fix a name right up until the invitation goes out. After that it is theirs, and they change it themselves.

“I filled everything in” but the row is still Invited. Filling in and granting are two steps, and only the second one gives your company anything. Until they confirm, there is nothing behind the row — Understanding grant states walks through it.

The card won’t open. Two different things read almost the same on screen. Either the person has never granted access, or they granted it and have since ended it, in which case what comes back says the source was revoked.

Contacts says 0 on an activated row. They granted access to a card they have not filled in.

You cannot find somebody you know is there. Three usual reasons: they sit in a sphere you are not assigned to, they have been archived and the Show archived toggle is off, or you are searching for their personal address. Internal spheres list and search the corporate address only — the person’s own address is theirs and never appears.

Adding somebody is rejected as a duplicate. That address is already on a row, whatever the capitalisation. Find the existing row rather than making a second one.

A shared link is refused. It has been revoked, or it has expired — the panel lists every link that is still live. If they are joining an internal sphere, the link also asks for a corporate address, and it cannot be on the same domain as the personal one they sign in with.

Somebody can’t sign in because they lost the email or phone they joined with. You cannot change it for them: how they sign in belongs to their own account, not to your workspace. Resending the invitation won’t help either — once someone has joined, the code goes to them, whatever address is typed on the page. If they added a second way to sign in, or are still signed in somewhere, they change it themselves — Signing in walks them through it. Otherwise, point them to support@spherum.ae.

What to escalate

To an administrator in your company. Anything about the shape of the workspace rather than the day’s work: a sphere you need and are not assigned to, somebody on your team who needs adding or removing, a password or second factor of yours that needs resetting, and anything to do with Integration API keys.

To Spherum. Tokens — ordering a batch, or one that has been lost. Invitations that are failing for everybody rather than for one person. Anything else you are unsure about is welcome too; we would rather hear it early. Support has the address to write to, how quickly we come back and when we are around.

Asking for a shared Slack channel. If your team would rather ask in Slack than write an email, we open a Slack Connect channel between your workspace and ours. Write to the support address with your Slack workspace name and the email address we should send the invitation to — one message is enough. We send a Slack Connect invitation to that address; accepting it is done inside your own Slack, and your Slack administrator may have to allow the external connection first. It is the same people and the same response times as the mailbox, not a faster queue.

Worth a conversation rather than a ticket. Somebody who has not answered yet, somebody who ended your access, contacts you cannot see — these are the product working as it should, and a word with the person usually gets further than anything we could do from our side. If you are not sure which side of the line something falls on, ask us anyway.