Check the email address first
Magic links only work for the exact email address that requested the link or received the invitation. If a volunteer has several addresses, confirm which one is on their Museum Vault profile.
Ask the user to search their inbox for Museum Vault and check spam or quarantine folders. Some museum domains hold sign-in email until a mail administrator releases it.
Use the newest magic link
If someone requests several links, only the newest one should be used. Older links may expire or fail after a newer request.
Open the link in the same browser where the user wants to work. If the link opens in a phone mail app but the user works on a shared desktop, request the link from the desktop instead.
Confirm the tenant address
Staff should sign in from the museum's tenant address, not another museum's subdomain. If the page shows an unfamiliar museum name, stop and use the correct link.
Administrators can resend invitations from Settings. If an invite was sent to the wrong email, remove it and send a new one rather than forwarding the original email.
When to contact support
Email support if the user has the right address, the newest link, and the correct tenant URL but still cannot reach the dashboard.
Include the museum name, the user's email address, the page URL, the approximate time the link was requested, and the exact error message shown on screen.