If you see the error "Email doesn't match the invitation" when setting up your account, it means the email address you entered does not match the one your invitation was sent to. This article explains why this happens and how to resolve it.
Why this happens
Your invitation is tied to a specific email address. During the "Accept invitation" step, you must enter the exact email address where you received the invitation. This is often not the same address you personally use day-to-day.
For example, your invitation may have been sent to a shared vessel address such as [email protected], while you are trying to use your personal or operational address like [email protected]. Even if both addresses belong to you or your vessel, only the address the invitation was sent to will work at this step.
If you are not sure which address was used, ask your Vessel Administrator or Company Administrator to confirm. They can also resend the invitation if needed.
How to resolve it
Step 1: Find the email address the invitation was sent to
Open your inbox and locate the invitation email from [email protected].
Check which inbox the email actually arrived in. That is the address tied to your invitation.
If you cannot find the email, check your spam or junk folder.
Step 2: Enter the correct email address
Go back to the "Accept invitation" page in the portal.
Enter the exact email address from Step 1.
Click Continue.
A verification code will be sent to that same address. Make sure you have access to the inbox so you can retrieve the code.
Step 3: Complete account setup
Enter the verification code on the next page and click Verify.
Fill in your first name, last name, position, and password.
Click Create account to finish.
For a full walkthrough of the setup process, see Setting up your account.
What if I want to use a different email address?
If the address the invitation was sent to is no longer in use, or you would prefer to receive it at a different address, the quickest way to resolve it is to contact your Vessel Administrator or Company Administrator. They can cancel the existing invitation and send a new one to the address you prefer directly from the portal.
If you are unable to reach your administrator, you can reply to the invitation email you received, or send an email to [email protected]. Please include:
Your name
The vessel and company you are associated with
The email address you would like the invitation sent to
If you will be taking courses and tests yourself, we recommend using a personal email address. This ensures you keep access to your account and diplomas even if you change vessels.
Frequently asked questions
What if my administrator sent the invitation to the wrong address?
What if my administrator sent the invitation to the wrong address?
Ask your Vessel Administrator or Company Administrator to cancel the old invitation and send a new one to the correct address. They can do this from the People page in the portal. See Inviting and managing users for details.
I no longer have access to the inbox the invitation was sent to
I no longer have access to the inbox the invitation was sent to
Ask your administrator to resend the invitation to an address you can access. If you are unable to reach your administrator, reply to the invitation email or contact us at [email protected].
The invitation was sent to a shared vessel mailbox. Can I use my personal email instead?
The invitation was sent to a shared vessel mailbox. Can I use my personal email instead?
Yes. Ask your administrator to resend the invitation to your personal address. This is especially recommended if you will be taking courses and tests yourself, so your account and diplomas follow you if you change vessels.
Does the email address need to match exactly, including capitalization?
Does the email address need to match exactly, including capitalization?
Email addresses are not case-sensitive, so capitalization does not matter. However, the rest of the address must match exactly, including any dots, dashes, or subdomains.
I tried both addresses and neither works
I tried both addresses and neither works
The invitation may have expired, or it was sent to a different address than either of the ones you tried. Contact your administrator to verify which address the invitation was sent to, or ask them to send a new invitation. If the link itself is no longer working, see Signing in and password reset.
Still need help?
If you are still unable to accept your invitation, reply to the invitation email or contact us at [email protected]. A screenshot of the error and the email address you are trying to use will help us resolve it faster.