Troubleshooting voter access
Most access issues come down to one of four causes: the election isn't Active, the voter is using the wrong access mode, the voter record has bad data, or the voter already cast a ballot.
1. Confirm the election is live
Open the election from Elections. At the top of the edit page, check the Status dropdown. Voters can only reach the ballot when status is Active — Draft, Pause, and Closed all block access. Also confirm the start / end dates on the Settings tab haven't expired.
2. Check the access mode
Switch to the Voters tab and check the access mode:
- Anyone with the link (Public) — any voter needs the Public Voting Link from the Settings tab. If they got something else (an old link, a screenshot, or a stale email), send them the current URL or a QR code.
- Only invited voters (Invite-only) — voters must use their personal invitation link; the public URL won't work for them.
3. Verify the voter record
On the Voters tab (or in the org-wide directory), find the voter and confirm:
- The email address is spelled correctly
- The voter is assigned to this election
- They haven't already voted
- The original invitation was delivered
4. Resend access
If the record looks correct, go to Send Invites on the Voters tab and choose a segment:
- Not yet invited — for voters who were added but never emailed
- Not voted (reminder) — for voters who were invited but haven't submitted
This resolves most issues caused by deleted emails, broken forwarding, or outdated links.
Common voter-side fixes
- Reload the page and retry
- Open the link in a private / incognito window
- Try a different browser or device
- Check spam, promotions, and quarantine folders
- Paste the full link into the address bar in case it was truncated in the email
Symptoms and likely causes
- “I can't log in” — election not active, wrong link, or wrong access mode
- “The page says I already voted” — their ballot was already submitted (expected behavior in invite-only mode)
- “I never got the email” — mistyped email address, spam filtering, or invitation never sent
- “The link does nothing” — truncated paste, expired window, or election closed
Best support workflow
- Check the election Status
- Check the Voters tab access mode
- Verify the voter record
- Resend from Send Invites
- Only edit the voter record after confirming the root cause
In almost every case, verifying the election is Active and resending a clean link resolves the issue.