Access help
Every access state, explained.
If you cannot reach your workspace, the product tells you which state you are in rather than showing a generic error. This page explains all ten of them, in the same words the application uses.
Shared vocabulary
How to read a state.
- One vocabulary
- The website and the application use the same state code for the same situation, so the words on this page are the words you meet in the product.
- A situation, not a fault
- A state describes where a request stands. Most of these states are ordinary steps in activation rather than errors, and none of them is a judgement about you.
- Safe to quote
- A state code carries no information about you, your address, or your organization. It is safe to repeat in a support conversation or a screenshot.
Access states
The ten access states.
Five states describe activation, three describe membership, one describes commercial access, and one describes an activation that stopped without creating access.
Activation states
The states a new organization workspace moves through, from verified access to an open workspace.
State code: acquisition_pending
We are verifying your access
The commercial event has been received but has not yet produced an entitlement.
Primary action
Check statusNothing is expected from you at this point. No workspace link exists yet, and none will be sent until the entitlement is recorded.
State code: workspace_provisioning
Your workspace is being prepared
The customer organization and isolated workspace are being created or mapped.
Primary action
Check status laterLeaving the page is safe. Preparation continues on the server and is never retried from a browser.
State code: administrator_invited
Your administrator invitation is ready
The nominated administrator must accept the organization invitation.
Primary action
Continue to invitationThe invitation email is the entry point. It is addressed to one person and one organization, and this website can neither open nor resend it.
State code: invitation_pending
Accept your workspace invitation
Authentication is required before membership can become active.
Primary action
Continue to secure sign inVerifying your identity does not complete the invitation on its own. Membership becomes active only once the application accepts the invitation for the intended recipient.
State code: workspace_active
Your workspace is ready
The organization mapping, entitlement, and administrator access are active.
Primary action
Open workspaceThe application still revalidates verified identity and organization membership every time a workspace session is issued.
Membership states
Identity is verified, but authority to enter the workspace is not established. A verified identity is never access on its own.
State code: membership_required
Ask your organization administrator
This identity has no active membership in the requested workspace.
Primary action
Return to sign inSigning in does not create membership, and a matching email domain does not either. An administrator in your organization has to invite you.
State code: wrong_account
Use the invited account
The authenticated identity does not match the intended invitation.
Primary action
Switch accountSign out on the application, then continue with the exact address the invitation was sent to. An invitation is never consumed by, or transferred to, another identity.
State code: membership_suspended
Your membership is suspended
The identity is valid, but the organization membership is not active.
Primary action
Contact administrator
Membership status is held by your organization and changed by an administrator inside the application. This website cannot change it.
Commercial states
The organization's commercial access has lapsed, so workspace entry is withheld until it is renewed or reviewed.
State code: entitlement_expired
Organization access requires renewal
The organization's commercial access is no longer active.
Primary action
Contact billing administrator
A still-valid identity does not override an expired entitlement. Organization-owned records and audit history are retained while access is renewed or reviewed.
Failure state
Activation stopped without creating access. Nothing partial is left behind.
State code: activation_failed
We could not finish workspace activation
No authority was created; the provisioning case requires retry or support review.
Primary action
Retry safely or contact support
A retry cannot create a second workspace or a duplicate invitation. If the state persists, quote the state code to the activation contact you were given; it identifies the situation without identifying you.
If none of these match
Where each kind of question is answered.
This website cannot see your membership, your invitation, or your organization, so it cannot resolve an individual case. It can only point at the place that can.
-
Membership, roles, and invitations
Held by your organization and managed by an administrator inside the application. Ask an administrator in your own organization; no request made here can add you to a workspace.
-
Activation of a new workspace
Runs as a controlled process for the organization that acquired access.
How activation status is provided -
Signing in and opening a workspace
Authentication happens on the application, which rechecks your verified identity and organization membership before any session.
Continue to secure sign-in