If a parent can't open their invite
An invite stops working once it expires, is cancelled, is replaced by a newer one or has been used, so send a fresh one from the family's page.
For tutors. Updated October 2026.
Where to find it
Families, the family, then Portal access
Steps
Ask the parent what they see when they open the link.
Open the family's page and find the parent's row under Portal access.
It reads Active once they're in. Not invited means their invite expired or was cancelled.
For an email invite, press Resend. For an invite link, press New link and share it again.
The parent gets a fresh invite, and the earlier link stops working.
If the row reads Not invited, invite them again with Invite by email, Create invite link or By phone.
Good to know
- An invite works for 14 days.
- Each parent has their own invite. Inviting the second parent never stops the first parent's link, so you can invite both at once.
- A phone invite has no link: it waits in the parent's portal. They see it there once they sign in.
- Whoever opens a link and signs in gets the access, so share it only with the parent.
If something's not right
"This invite link is no longer valid"
The invite expired, was cancelled or replaced by a newer one, or was already used. Send a fresh one from their row.
"This mobile number already has a Tutello account. Sign in with the email you used for it."
The parent signed in with another email. They press Sign in with another email, sign in with the email they used before, and the link opens again.
"This family is no longer active. Ask your tutor."
You've deactivated the family. Press Edit on its page, then Reactivate family. The same link works again while it hasn't expired.
"Enter your mobile number to finish accepting this invite."
A new account needs the parent's own mobile. They type it and press Accept invitation again.
"Too many attempts"
The link was opened many times in a short while. Wait a little, then open it again.
Related
Still stuck? Email support@tutello.ae.