---
title: "Why hasn't a parent received their invite?"
description: "Spam folder first, then Resend. An amber pill means the link expired and needs Renew invite. The printout is the reliable fallback."
type: troubleshoot
updated: 2026-08-26
canonical_url: https://help.nestlicare.com/owners/faq/why-hasnt-a-parent-received-their-invite
roles: ["super_admin", "center_admin"]
platforms: [web]
---
Work through these in order:

1. **Was it actually sent?** Adding a parent does not email them. Check their row on the family card: **Not invited** means no email has gone out yet. Click **Invite**.
2. **Spam folder.** Ask them to search their email for "NestliCare", including spam and junk.
3. **Resend.** One click on their row. Resending also extends the existing link.
4. **Expired link.** If the pill is amber and the button reads **Renew invite**, the link timed out. Renew issues a fresh one.
5. **Wrong or blocked address.** Check the email on their record for typos. If a correct, working inbox still gets nothing after a resend, their provider may be blocking it: try a different address for them.

While you sort out email, hand them the **printout**: every send preview offers **Download printout**, a personal sheet with a QR code that gets them the app and one that signs them in.

Related: [Invite parents to the app](/owners/families/invite-parents-to-the-app), [A parent can't log in](/owners/situations/a-parent-cant-log-in).