Resending a crew share link — Help

A common tap on the support inbox: "Sarah says she never got her link". The good news is the link itself hasn't gone anywhere, it's still alive in the Share panel and still works. The job is to get it back in front of the right person, by whichever channel is most likely to land.

This article walks through the resend options, the most common reasons the first email went missing, and what to do when nothing seems to reach them.

The shortest answer

Open the event, expand the Share panel, find the crew member, and expand their row. The send form is inside the row, not on the summary line: an email box, an Email link button, a copy icon and Revoke.

Click Email link and the same link goes out again. There is a five-minute cooldown after each send so you can't rapid-fire it by accident, but otherwise you can resend as many times as you like. The cooldown is per crew member, not per account.

The email box is editable before you send, and it doesn't have to be the address on their contact record. Type a different one and that send goes there instead, leaving the record as it was. That's the quickest way to get a link to somebody whose work mail is bouncing and who has just read you out a personal address over the phone. If the address on file is simply wrong, fix it on the contact record as well, or the next send goes back to the bad one.

Underneath, the row shows what has already gone: "Sent" and a date on a link emailed once, "Last sent", a date and a total on one sent more than once.

If you'd rather skip email entirely, use the copy-link icon next to their name and paste the URL into a text message, WhatsApp, Slack, or any other channel. The link is the link. It does not care how it reaches them.

You don't need to generate a new link

The most common false move is to revoke the existing link and generate a fresh one in the hope that "starts a new thing" will help. It does not. A revoked link is dead, and a new one is just a new URL pointing at the same crew member with the same access. If the email didn't reach them once, a new email containing a new URL is unlikely to reach them either, since the problem is almost always upstream of which URL is in the body.

Worse, if the crew member is sitting on the original email but you've revoked it, the link in their inbox will now show "Link not active" when they click it, and you'll have to send them yet another. Save yourself the loop. Resend the existing link first another way.

Why the email might have gone missing

In rough order of likelihood:

It's in their spam, junk, or Gmail Promotions/Updates tab. Crew rarely get a 1pm email regularly enough for their inbox to learn it's wanted, and the first one in often gets quietly filed. Ask them to search their entire mailbox for "1pm" or for the event name in the subject. Looking in just the inbox folder misses the category tabs entirely.
Their company email gateway quarantined it. Some corporate domains hold messages from new sender domains for review and quietly drop them if the review never happens. If the crew member is on a work email and works somewhere with IT-managed mail, ask them to check with their IT team or hand you a personal address instead.
The email address on the crew record has a typo. Open the crew row in your Contacts and look. A character off is enough to silently send the email into the void. Fix the address and resend.
They have email forwarding set up that's filtering or breaking the message. Less common but real. Forward-then-forward chains sometimes mangle the link or get tagged as suspicious by the receiving server. If you suspect this, send via a different channel.
Their inbox is genuinely broken. Mailbox over quota, account suspended, mailbox moved. Rare but it happens. Use a different channel.

Other channels, in order of reliability

If email keeps not landing, try these in order. Each one is more direct than the last.

Text message. Copy the link from the Share panel, paste into a text. SMS rarely gets filtered and the crew member's phone is the device they're going to use on the day anyway.
WhatsApp / iMessage. Same logic as SMS, with the benefit that the link is clickable in the chat thread. Most crew will see it within minutes.
Direct chat in whatever app the team already uses (Slack, Teams, a shared Google Chat). Use this when the crew is internal staff and the run-sheet sharing isn't an unusual event.

Confirming the link reached them

Two ways to be sure.

Ask them to read out the URL they have. Compare the first few letters of the token in the URL to the one in the Share panel. If they match, they have the right link, and any "I can't see anything" complaint is probably about something else (a stale page, no internet, a VPN issue, Wi-Fi problems, a private item filter, etc.).

Or check it yourself. Click the Copy link icon on their row and open the URL in a new tab (a private / incognito window is cleanest, so your planner login doesn't interfere). If the page loads, the link is good. If it shows "Link not active", the link has been revoked and you need to send them whatever is currently active.

When the link itself isn't the problem

Sometimes the email got through but the crew member can't open the page. Common causes:

They tapped the link from inside an in-app browser (Messenger's, Slack's mobile preview, some email clients) and the page misbehaves. Ask them to copy the URL and paste it into Safari or Chrome. Most in-app browsers are fine, but a few do block features 1pm relies on for live updates.
They have a slow connection and the page is hanging. Ask them to refresh once. The page is mobile-first and recovers from a failure.
They are looking at a stale page from earlier in the week and are confused that today's changes are missing. Pull-to-refresh, or close the tab and re-open the link from the email. The token has not changed; this is just a cache problem on their device.

Bulk re-sending after a panic

Three days before the event you realise nobody has confirmed they got their links. There are two ways to move.

The bulk invite modal is the quicker one, and it does resend: everyone who has already been emailed is listed with an "Emailed" badge and unticked by default, so tick them (or use Select all) and they go out with the rest. See Batched invite emails, which covers the one-batch-at-a-time rule and what happens if your allowance runs out mid-batch.

Or work the Share panel by hand, expanding each row and clicking Email link. The five-minute cooldown is per crew member, not global, so you can fire all of them in the same minute.

If you sent everyone yesterday and nothing came back, before resending think about whether there's a common reason. Was a verified-email banner blocking some of the original sends? Were the original sends made before you finalised the event details and the recipients ignored an early draft? Are most of your crew on the same corporate domain, and the domain blocks new senders? A bulk resend that hits the same wall twice is not progress.

Edge cases

A revoked link cannot be brought back. If you revoked someone's link by accident, generate a new one for the same crew row, click Generate link and send the new URL. Their previous URL is gone for good.

Generate link is otherwise safe to press. On a crew member who already has an active link it hands back the link they already have rather than making a second one, so you can't end up with two live URLs for the same person on the same event by clicking it twice.

The same crew member assigned to two events has two different links, one per event. Sending the link to the wrong event is a common mix-up. Make sure you opened the correct event before clicking Email link.

If you're trying to send to a brand-new account and the email button is greyed out, you probably haven't verified your own email yet. Verify your email, then come back. See Verifying your email address for the thirty-second flow.

Check whether it actually left

Before you chase the crew member's mailbox, check your own outbox. Checking what emails went out covers the Email activity log, which records each send and what happened to it. If there's a row, the message left us and the question is what their mail server did with it. If there's no row at all, it never went, and resending to the same address is not the answer: look at your monthly allowance and the daily ceiling first, since a send refused on quota is stopped before it reaches the provider. See Your monthly email allowance.

When nothing works

Email [email protected] with the event name and the crew member's email address. A real person reads that inbox and we can check the send log on our side to confirm what 1pm tried and whether the receiving server accepted or bounced the message. That usually narrows it down quickly.