Troubleshooting Users and Teams
Running into an issue with your people 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, open the pending user, and verify the address. A typo is the most common cause. If it's wrong, use Cancel Invitation on the General tab and send a fresh invite to the right address.
- Resend the invite — Open the pending user and click Resend Invite on the General tab. Driive sends a fresh invitation email.
- Email provider blocking — If the invitee's company uses strict filtering, they may need to whitelist emails from Driive's domain.
Tip: The Invite Users dialog skips invalid and duplicate addresses and tells you which ones were skipped — if an address never made it in, the invite was never created.
User stuck in Pending
Symptoms: Someone shows a Pending badge on the Setup > Users page long after you invited them.
Why this happens: Pending simply means they haven't accepted the invitation yet. Until they click the link, sign in, and enter their name, they can't use Driive or take appointments.
What to do: Resend the invite (see above) and ask them to complete the steps. Their status flips to Active automatically the moment they finish. Keep in mind pending invitations count toward your seats, so cancel any you no longer need.
User not being offered for appointments
Symptoms: Someone is in Driive, but their time slots never show up when scheduling.
What to check:
- Status is Active — Go to Setup > Users and confirm they're Active, not Pending.
- 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 who's eligible. If the person isn't on an eligible team, they won't be offered.
- They're on the right team — Go to Setup > Teams, open the team linked to the appointment type, and verify they're on the Members tab.
- Availability is set — Check the availability layers in order: their team-specific hours (on their membership), their general hours, the team's hours, and your business hours. If every layer is off for the requested day, there's nothing to offer. See Teams Overview for how the fallback works.
- Max Appointments Per Day — If their profile has a daily cap and they've hit it, Driive stops offering their slots for the rest of that day. Check the General tab of their profile.
- Service area — If the job's address falls outside the team's (or membership's) service area, they won't be offered for it. See Configuring Your Service Area.
Availability changes not applying
Symptoms: You updated someone's hours, but booking pages still show the old times.
What to check:
- You edited the right layer — Hours set on a team membership only apply to that team's work; general hours apply everywhere; team hours only kick in when the person has no hours of their own. A more specific layer always wins.
- Timezone — A wrong timezone on the user's profile shifts their entire schedule. Verify it on their General tab.
- Saved changes — Availability edits aren't applied until you click Save Changes on the page you edited.
More fixes in Troubleshooting Availability.
User can't see certain pages
Symptoms: A user reports that menu items are missing or they can't open something.
What to check:
- Their role — Go to Setup > Users, open the person, and check the Permissions tab. Restricted users have view-only access with limited actions, and Members don't see the Setup area at all — appointment types, teams, users, company settings, and integrations are Admin-only.
- Upgrade the role if needed — If the person genuinely needs broader access, an Admin can select a new role card on the Permissions tab and save. 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 question rather than a bug.
Removed user's appointments
Symptoms: You removed a user and want to know what happened to their appointments.
What happens: The appointment records themselves are not deleted — the removed person just no longer appears as an assignee. Review the Calendar and Appointments list for their upcoming jobs and reassign them to an active user. Ideally, do this reassignment before removing someone — see the checklist in Removing a User.
User was removed by accident
Symptoms: Someone was removed but shouldn't have been.
What to do: Removal is permanent — there's no undo or reactivation. Re-invite them:
- Go to Setup > Users and click Invite Members.
- Send a new invitation to their email address.
- Once they accept, set their role on the Permissions tab and add them back to their teams.
See Inviting Users for the full flow.
Can't remove or change your own account
Symptoms: You're trying to delete your own user and Driive won't allow it.
Why this happens: You can't remove yourself from an organization — it's a safety measure. Another Admin has to do it.
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.