When receiving an error stating the invitation link or a reset password link is no longer valid after trying to click on the link within the invitation email could be caused by security settings within your email account.
The links in these emails are essentially one-click logins, so when security systems such as Barracuda/Mimecast for example, access them to assess whether or not they are a threat, they actually use the one click available, which leads to the error. We recommend connecting with your email provider to confirm the security software they have in place.
To avoid this error users can whitelist the email address and IP address which HelloSign documents are coming from. Here are the changes we recommend making.
- Ask your email administrator to add hellosign.com and mail.hellosign.com to their approved domain list.
- Ask your email administrator to add our IP 220.127.116.11 to their approved IP list.
- Add email@example.com
to your contact list.
If these changes are not able to be done then a different email address would need to be used for the account, one which either doesn't have these security measures in place or one where these changes are able to be made.