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Troubleshooting: Member Didn’t Receive Their Your Studio App Credentials

A new or existing member reports that they never received their login credentials or invitation email to access the Your Studio App (powered by VTS).

Why This Happens (Root Cause)

The Your Studio App sends automated invitation emails from noreply@yourstudio.com when a member is onboarded or added to the platform. Occasionally, these messages are filtered into spam or junk folders, blocked by a company firewall, or delayed due to a typo in the member’s email address. Sometimes the invite was sent but never accepted, leaving it in “Pending” status within VTS.

Common Symptoms

• “The member says they never got their invite to the Studio App.”
• “They can’t log in and don’t know their credentials.”
• “They checked their inbox, but there’s no email from Studio.”
• “Their account shows as pending in VTS.”

How to Fix It (Action Steps)

  1. Check the Member’s Email Inbox
    • Ask the member to search both their Spam and Junk folders for an email from noreply@yourstudio.com.
    • Have them whitelist noreply@yourstudio.com to ensure future Studio App messages are delivered to their inbox.

  2. Verify the Email Address
    • Confirm the email address entered in the onboarding record matches the member’s actual address.
    • If there’s a typo or mismatch, correct it in the system before resending the invitation.

  3. Resend the App Invitation in VTS (Your Studio App)
    • Navigate to VTS → User Management → Users → Pending Invites.
    • Locate the member’s name, click Actions → Resend Invite.
    • Notify the member to check their inbox again after a few minutes (including spam).

  4. If Invite Still Not Received
    • Ask the member to confirm whether their company email system blocks “no-reply” addresses.
    • If no invite is found and email details are correct, submit a Studio Support ticket to investigate further. Include the member’s name, email address, and company for review.

Quick Summary

• Root Cause: Invitation email filtered, blocked, or pending due to incorrect or unverified address.
• Fix: Check spam folder, whitelist noreply@yourstudio.com, verify email accuracy, and resend from VTS. Escalate via ticket if still not received.
• System Behavior: VTS marks invites as “Pending” until accepted; resending refreshes the link without creating duplicates.

Tags

Your Studio App, VTS, onboarding, app invite, pending user, noreply@yourstudio.com, spam folder, resend invite, whitelisting, member login