Why can't I access a POPin I was invited to?

Having trouble participating in a POPin session? Read on for answers.

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Written by POPin
Updated over a week ago

So, you've been invited to provide input and feedback through a POPin session ... but you you're having troubles. Grr!


Here are a few things to check:

  • Search your email folders—Inbox, Spam, Junk, Promotions, etc. for your 'invitation' message. If you've been invited to a session by someone sharing a link via email, your ticket into the session may have been caught in your email filters, and thus placed in an unexpected spot.

  • Ensure the session Creator properly invited you. If you've found the invite link, but after clicking it and following prompts to log in, POPin gives you a message that sounds like you're not authorized to access the session, one of the following may have happened:

    • The session Creator may have set up what we call a 'private' POPin ... and your email address wasn't added to the invite during set up. This would prevent you from accessing the session. In this case, the session Creator needs to include you.

    • The session Creator set up what we call a 'restricted' POPIn ... and you're logging in with an email address that isn't recognized as an authorized address.


    If you need help trouble-shooting this root cause, please contact the session Creator (this article may help them) or use our live Help chat.

  • Ensure you're entering the correct code if popin.live is being used to access the session. The session Creator should have communicated this unique, six-character code.

  • Confirm the POPin session hasn't ended. POPin conversations only remain open for a specified amount of time. So, if you click an invite link and POPin is only displaying what we call the Results report ... you might have missed your chance to participate. Contact the session Creator; they may be able to reopen the session for you, or possibly have plans to launch a new session in the future.

Use the live Help chat to contact our Client Success Team if you'd like additional support on any of these topics.

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