Troubleshooting Trust Center Access Issues

Last updated: September 16, 2025

When granting access to your Trust Center, users should receive an email invitation to access the portal. However, there are several common issues that can prevent users from receiving or accessing these invitations.

Common Issues and Solutions

Emails Landing in Spam

The most common issue is invitation emails being filtered into spam folders. Always ask users to check their spam/junk folders first. There have been instances where images in the email cause it to be flagged by spam filters.

Users Not Receiving Emails

If users confirm they haven't received the invitation email (including in spam), you can:

  • Send a password reset to the user's email address

  • Request direct access links from your vendor support team

  • Resend invitations to the entire team if multiple users are affected

Duplicate Access Requests

Users may be able to request access multiple times with the same email address, even if they've already been granted access. This can happen when:

  • The original invitation email was not received or went to spam

  • The user hasn't completed the initial setup process

If this occurs, you can approve the request again or contact support for assistance.

Managing Access Request Notifications

By default, access request notifications are sent to users with the Org Admin role. You can manage who receives these notifications by:

  1. Going to your organization settings at https://app.mycroft.io/org-settings/teammates

  2. Assigning the Org Admin role to users who should receive access request notifications

Future updates will allow you to assign access request recipients with Analyst or Manager roles without requiring full admin privileges.

Alternative Solutions

If email delivery continues to be problematic, you can:

  • Request direct access links from support that you can share manually with users

  • Use the direct Trust Center URL format: https://app.mycroft.io/trust/[your-organization]/resources

These direct links can help bypass email delivery issues and provide a smoother onboarding experience for your users.