Troubleshooting Teams
Running into an issue with your team setup? This article covers the most common problems and how to fix them.
Invited user never received the email
Symptoms: You sent an invitation, but the person says they never got it.
What to check:
Spam or junk folder — Ask the invitee to search their spam folder for an email from Driive. Some email providers (especially corporate ones) filter automated emails aggressively.
Correct email address — Go to Setup > Users and verify the email address on the pending invitation. A typo is the most common cause.
Resend the invite — Click the Resend button next to the pending member's name. This sends a fresh email with a new magic link.
Email provider blocking — If the invitee's company uses strict email filtering (e.g., a corporate Exchange server), they may need to whitelist emails from Driive's domain.
If none of these work, try sending the invitation to a different email address for the same person.
Team member not appearing in the scheduler
Symptoms: You've added someone to Driive, but they don't show up when you try to assign an appointment.
What to check:
Status is Active — Go to Setup > Users and confirm the member's status is Active, not Pending or Inactive. Pending members (who haven't accepted their invite yet) don't appear in the scheduler.
Team eligibility on the appointment type — The appointment type may be restricted to specific teams. Go to Setup > Appointment Types, open the relevant type, and check which teams or members are set as eligible. If the member isn't on an eligible team, they won't appear.
Member is on the right team — Go to Setup > Teams, open the team linked to the appointment type, and verify the member is listed there.
Availability is set — If the member has no availability configured (all days turned off), they won't show any open time slots. Check their availability in their profile or in Setup > Availability.
Can't change my own role
Symptoms: You want to change your role but can't find the option.
Why this happens: Driive does not allow you to change your own role. This is a security measure to prevent accidentally locking yourself out of admin access.
What to do: Ask another Admin in your organization to change your role. If you're the only Admin and need to change to a different role, you'll need to promote someone else to Admin first.
Team member can't see certain pages
Symptoms: A team member reports that menu items are missing or they get an access denied message.
What to check:
Check their role — Go to Setup > Users and look at the member's role.
Restricted users can only see their own appointments and calendar. They cannot access contacts, appointment types, booking pages, or organization settings.
Member users can see appointments and contacts but cannot access settings, billing, or integrations.
Upgrade the role if needed — If the person needs broader access, an Admin can change their role. See User Roles Explained for a detailed comparison.
Tip: When someone reports missing features, check the role first. Nine times out of ten, it's a role-level access issue rather than a bug.
Deactivated member's appointments
Symptoms: You deactivated a team member and want to know what happened to their appointments.
What happens:
Past appointments — Remain in the system with the deactivated member's name attached. Nothing changes.
Future appointments — Still exist but the deactivated member won't show up for them. You should manually reassign any upcoming appointments to an active team member.
How to find their appointments:
Go to the Calendar or Appointments page.
Filter or search for the deactivated member's name.
Reassign any future appointments to another team member.
Learn more in Deactivating a User.
Member was deactivated by accident
Symptoms: A team member was deactivated but shouldn't have been.
What to do:
Go to Setup > Users.
Toggle the filter to show inactive members.
Click the member's name.
Click Reactivate.
Their access, role, and team memberships are restored immediately. They don't need a new invitation.
"At least one Admin required" error
Symptoms: You're trying to change the last Admin's role or deactivate them, and Driive won't allow it.
Why this happens: Every organization must have at least one Admin. Driive prevents you from removing or demoting the last one.
What to do: Promote another team member to Admin first, then change or deactivate the original Admin.
Still stuck?
If you're experiencing an issue not covered here, reach out to Driive support. Include details about what you're trying to do, what you're seeing, and any error messages — it helps us resolve things faster.