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 click Email link. The button sends the same link again to the same address. There is a five-minute cooldown after each send so you can't accidentally rapid-fire it by accident, but otherwise you can resend as many times as you like.

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 article-aside 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 5 letts 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, wifi problems, a private item filter, etc.).

In the Share panel, click the Open in new tab icon on their row. This opens the link as they would see it. If the page loads for you, 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. You can't bulk-resend from a single button, but you can move quickly: scroll the Share panel from top to bottom and click Email link on each row in turn. The five-minute cooldown is per crew member, not global, so you can fire all of them in the same minute. Stamp the sent time is shown next to each row so you can see what just went out.

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.

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.

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.