When a colleague or an administrator invites you to a customer account in gas, you receive an email with a link. Clicking it accepts the invitation and the account data becomes available to you. The procedure differs in one thing only: whether you already have a user account in gas, or you are creating one now.
gas sends out two similar emails that are easy to mix up. This article describes an invitation to a customer account that already exists: the subject line is Invitation to view statistics. The other case is the creation of a completely new customer account, when you receive the email Welcome to gas with the button Start the setup wizard, and the wizard also asks you for company and billing details. That case is described in the article Completing registration through an invitation in the Getting started category.
Before you start
- The invitation email. Open the link in any ordinary browser, on a computer or on a phone. You do not have to log in beforehand.
- Access to the mailbox the invitation arrived in. The invitation is valid only for the address it was sent to, and gas cannot redirect it elsewhere.
- Seven days. That is how long the link from the invitation works. After that period, the administrator of the customer account has to send you the invitation again.
What is in the email
The subject line is Invitation to view statistics. The text contains a sentence saying who is inviting you and to which customer account (the sender's name and email plus the account name), below it a coloured button with the link, and in the footer a note that the invitation is valid only for the email address stated.
The wording on the button tells you which of the two situations applies to you:
- Complete registration means that you do not have a user account in gas with this email address yet, and clicking the button lets you create one.
- I want to join means that you already have a user account and all that remains is to confirm joining another customer account.
What to do when you do not have an account in gas yet
- In the email, click the Complete registration button. A page opens with the heading Invitation and the instruction "To accept the invitation, please fill in the registration form".
- The Email field is prefilled with the address from the invitation and cannot be changed. This address will also be your login name.
- Fill in Full name.
- Choose a Password and type it again into the Confirm Password field. The password must be at least 8 characters long.
- As you type, a bar below the password field shows a rating from Weak password up to Very strong password. It is a recommendation, not a condition, and it does not block the form from being submitted.
- Tick the box with your consent to the personal data processing policy. A link to the full text is right there in the wording next to the box.
- Click Register.
What to do when you already have an account in gas
- In the email, click the I want to join button.
- A page opens with the heading Invitation and briefly shows the message "Processing your invitation. Please wait...".
- Wait for the confirmation. You fill in nothing, not even a password: gas recognises you by the email address stated in the invitation.
An invitation is always accepted for the email address it was sent to, even if you happen to be logged in under a different one. If you use several addresses in gas, open the link knowing that access will go to the account with the address from the invitation. If that is not the address you log in with, ask the administrator to cancel the invitation and send a new one to the right address.
What happens next
In both cases a green Success box appears with the text "The invitation was accepted successfully. You now have access to the customer account." Below it there is a Log in button, or Overview if you are currently logged in to gas.
Accepting the invitation does not log you in. Even after registering, you still log in on the gas start screen, using the email from the invitation and the password you have just chosen.
After logging in you will find the new customer account in the account switcher in the top bar of the application. If it is your only account, gas opens it straight away and you do not need the switcher at all. The complete list of accounts you have access to is in Settings → User profile → Customer accounts. The Role column shows your permission level for each of them.
Your role was assigned by whoever sent the invitation, and you cannot change it yourself. gas distinguishes three: Administrator (manages the customer account settings and invites other users), User (works with content and campaigns) and Viewer (only views the data). Details are described in the article Users and roles.
The link from the invitation closes once it is accepted and does not work a second time. From then on you get into the customer account by logging in normally.
Common problems
An Error box appears with the text invitation.expired
The invitation has expired, more than seven days have passed since it was sent. Ask the administrator of the customer account to send it again: in Settings → Customer account → Users they find your row and click Resend invitation. A new email arrives with a new link and a new seven-day validity. Do not use the old link from the original email any more, it stops working once the invitation is resent.
An Error box appears with the text invitation.not-valid
The link is incomplete or damaged. This happens mainly when the email was forwarded and the link got broken across two lines, or when only part of it was copied into the browser address bar. Open the original email and click the button in it directly. If the message appears again, ask the administrator for a new invitation.
The message "This invitation has already been used. Please log in to access the customer account." appears
The link is single use and someone has already used it, most often you yourself earlier. So you most likely do have access and you just need to log in with the Log in button below the message. If you log in and still do not see the account, continue according to the paragraph about the account not showing up below.
The invitation arrived at a different email than the one I use to log in to gas
The invitation is firmly tied to the address it was sent to, which is why the Email field in the registration form cannot be overwritten. If you opened the link and carried on, access to the customer account would go to the address from the invitation, not to your usual one: either a second user account would be created, or the account would be added to a different user. So it is better not to open the link and instead to write to the administrator of the customer account, asking them to cancel the invitation (Settings → Customer account → Users, the Cancel invitation action) and send a new one to the address you use to log in.
The invitation never arrived at all
Check the three most common causes one by one.
- The Bulk or Spam folder in your mailbox, automated messages often end up there.
- A typo in the address: ask the administrator to look at the invitation row in Settings → Customer account → Users, where you can see the address entered, the date in the Invitation sent column and who sent it in the Invitation sender column.
- A corporate mail filter that may have held the message back, your IT administrator can help with that.
When the address is correct, the administrator can use Resend invitation, but at most once an hour: if they try sooner, gas replies with the message "An invitation can only be sent once per hour." When the address is wrong, the administrator cancels the invitation with the Cancel invitation button and sends a new one to the correct address.
I accepted the invitation, but I do not see the new customer account in the application
First refresh the page in your browser (the F5 key), the application loads the list of accounts when it opens and a freshly added account appears only after a refresh. If that does not help, sign out and log in again. If you still do not see the account, check in Settings → User profile → Customer accounts whether it is in the list; if it is not, the invitation was most likely accepted under a different email address and you need to ask the administrator for a new invitation to the address you use to log in.
The registration form cannot be submitted
Go through the three most common causes: a password shorter than 8 characters (the message "The minimum length is 8 characters" appears next to the field), different content in the Password and Confirm Password fields ("Passwords do not match") and the unticked consent to the personal data processing policy ("This field is required"). A missing Full name is reported by the form in the same way. The password strength rating never blocks submission.
After submitting the form, "Registration failed. Please try again later." appears
Either the invitation has expired in the meantime, or a user account with this email address has been created in gas in the meantime, or you submitted the form many times in quick succession and gas has temporarily blocked further attempts. Try again in about half an hour. If the message stays, ask the administrator of the customer account for a new invitation.
I do not know who invited me to the account or what account it is
Both are in the text of the invitation email: the sender's name and email as well as the name of the customer account are in the opening sentence and again in the footer of the message. If you are not sure whether the invitation is expected, contact the sender at the address given and do not open the link for now.
I do not want to accept the invitation
Leave the email alone and do not click the link, the invitation expires by itself after seven days. You can also ask the sender to cancel it. If you have already accepted the invitation and no longer want the access, you can disconnect yourself in Settings → User profile → Customer accounts with the Unlink account button. To come back later, you would have to ask the administrator of that customer account again.
I have the email on my phone, but I want to complete the registration on a computer
The link works in any browser and on any device, so feel free to forward the email to yourself or open the message on a computer. However, gas does not remember a partly filled registration form, so after moving to another device you have to fill it in again.