My staff can't access their account.

Most common causes of issues with staff account access:

1. They're on the wrong login page

If your employee says their credentials are "incorrect" and they aren't receiving password reset emails, they're most likely trying to log in at the general trust20.co site instead of the staff login.

What to do:

• Confirm they're navigating to account.trust20.co, not trust20.co.
• Have them close the browser (or clear browser history) before navigating there again — cached pages can redirect them to the wrong login.
• You can send them a password reset yourself: open an incognito/private window, go to account.trust20.co, and initiate the reset from there.

2. They're trying to log in from their original invite link

Invite links only work once. If they already used it to set up their account, clicking it again won't let them log in.

What to do:

• Have them go directly to account.trust20.co to log in going forward, instead of reusing the invite email.

3. They never received their invite

What to do:

• Double-check the email address on file for typos.
• Resend the invite: click the three dots next to their name and select "Resend invitation."

4. They're being asked to pay

This means they're on the general trust20.co site rather than the staff portal. Staff are not asked to pay as part of the teams flow.

What to do:

• Confirm they've accepted their invite. If not, resend it (see #3).
• Direct them to account.trust20.co — staff accounts don't require payment there.

Still stuck? If you've ruled out all of the above, reach out to your account manager for help.