Sometimes, external users report that they are unable to sign up by clicking the link in the invite email.
When that happens, you can have them forward you the email so you sign up on their behalf. When you receive the email, do not immediately click the link. Instead, open a new window in Chrome in "Incognito Mode"
Next, COPY the invite link in the email (instead of clicking it) then paste the copied URL into the new browser window you just opened. Once you have navigated to that URL, you should be redirected to the sign up page with the external user details already filled in - minus the password. All you need to do is add a password.
You can see the password requirements when clicking into the field. The password needs to be between 8 and 16 characters and includes uppercase, lowercase, numbers, and symbols. I have created a simple password generator for you that you can use if needed: https://claude.ai/public/artifacts/69867a79-aef4-49ce-964c-31e9e53d0342
Once you have pasted the password into the password and confirm password fields, click Submit.
If everything works at it should, you will be redirected to the Engage homepage as if you are logged in as that external user. You will see what that user will see. If that works, go ahead and close that window - since you opened a new Incognito window to do this, you are free to just close it and not worry about logging out.
Now, just let your user know that you created the account for them and send them the password. Make sure to tell them to reset their password once they are logged in.
What if the sign up process failed?
If signing up for that user failed or for whatever reason it just is not working as documented here, if you still have that forwarded invite email, create a new ticket here in Intercom and let us know what you are trying to do and include any details you can including the content of the forwarded email.