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Team Member Issues

Team members (also called subusers) allow you to share your email verification capabilities with colleagues without sharing your login credentials. When things don't work as expected, this guide will help you troubleshoot.

Understanding How Team Members Work​

Before diving into issues, it helps to understand the team member system:

  • Team members use the owner's credits—they don't have their own credit balance
  • Team members cannot purchase credits, access billing, or use the API
  • All verification work is tracked under the owner's account, with attribution to who performed it
  • Team members can be suspended (temporary) or removed (permanent)

Adding Team Members Problems​

"Cannot Add Your Own Email"​

You're trying to add yourself as a team member.

Why this happens: You can't be both the account owner and a team member on the same account. Your owner account already has full access.

Solution: Use a different email address for the person you want to add.

"This Email Already Has an Account"​

You're trying to add someone who already has their own Valid Email Checker account.

Why this happens: Account owners cannot become team members. Each email can only be associated with one account type.

Solutions:

Option 1: They delete their existing account

  1. The person logs into their existing account
  2. Goes to Account Settings → Profile
  3. Deletes their account
  4. Now you can add them as a team member

Option 2: Use a different email If they want to keep their personal account, add them using a different email address (like a work alias or alternate email).

Option 3: They stay independent Perhaps they don't need to be on your team. They can continue using their own account and purchase their own credits.

"Already a Team Member"​

You're trying to add someone who is already on your team.

Solution: Check your Team Management page. The person is likely already listed there, possibly with a "suspended" status.

Team Member Didn't Receive Login Credentials​

When you add a team member, they receive an email with their login credentials (email and password).

If they didn't receive it:

  1. Check spam folder - Automated emails often get filtered
  2. Verify the email address - Make sure you entered it correctly
  3. Check corporate email filters - Company email systems may block external emails

To resolve:

  1. Go to Account Settings → Team
  2. Remove the team member
  3. Re-add them with the correct email address
  4. Ask them to check their inbox immediately (including spam)

Team Member Login Issues​

Can't Log In with Provided Credentials​

Team members receive their login credentials via email when they're added.

Common issues:

Password not working:

  1. Make sure they're using the exact password from the email (copy-paste to avoid typos)
  2. Check if the email got cut off or formatted strangely
  3. Try the Forgot Password flow to set a new password

Email not recognized:

  1. Confirm they're using the exact email address that was added
  2. Check for typos (like .con instead of .com)

"Your Account Has Been Suspended by the Account Owner"​

This message appears when the account owner has suspended the team member's access. When suspended, all active sessions are immediately terminated.

For Account Owners:

If you didn't intend to suspend them:

  1. Go to Account Settings → Team
  2. Find the team member with "Suspended" status
  3. Click Reactivate icon
  4. They'll receive an email notification and can log in again

For Team Members:

You cannot unsuspend yourself. Contact your team owner directly and ask them to reactivate your account from their dashboard.

"Your Account Has Been Removed"​

This message means the account owner has permanently removed you from the team. Unlike suspension, removal completely deletes your team member access and all associated data.

What happens when you're removed:

  • Your team member account is completely deleted
  • All your session data is cleared
  • Your verification history remains with the owner's account (attributed to you)
  • You cannot access any past work

Your options:

  1. Contact your team owner to understand why and discuss being re-added
  2. Create your own account if you need to continue using Valid Email Checker independently

Automatically Logged Out​

Team members may find themselves suddenly logged out. This happens when:

  • The account owner suspends your access
  • The account owner removes you from the team
  • Your session expired due to inactivity

What to do:

  1. Try logging in again
  2. If you see a suspension or removal message, contact your team owner
  3. If you can log in normally, it was just a session timeout

Team Member Credit Issues​

"Your Account Owner Does Not Have Enough Credits"​

Team members use the owner's credits. When the owner's balance reaches zero, team members cannot verify emails.

For Team Members: You cannot purchase credits yourself. Contact your team owner and let them know the account needs more credits.

For Account Owners: Purchase credits from Buy Credits to restore verification capabilities for your entire team.

Why Can't I See "Buy Credits"?​

Team members don't have access to billing features. The following are hidden from team members:

  • Buy Credits page
  • Developer (API Access) page
  • Add Credits button
  • Auto-refill settings
  • Subscription management

This is by design—only the account owner manages credits and billing.

Checking Your Usage​

As a team member, you can see your own usage statistics in Account Settings → Team. This shows:

  • Credits you've used this month
  • Total credits you've used (lifetime)
  • Verifications you've performed this month
  • Total verifications performed

This helps you track your activity without needing access to the full billing information.

Team Member Dashboard​

"You Are Part of [Owner's] Account"​

When you access the Team tab in Account Settings, you'll see a banner showing whose team you're on. This is normal—it confirms you're logged in as a team member.

Can See Owner's Credit Balance​

Yes, team members can see the owner's credit balance (monthly, rollover, and PAYG breakdown). This helps you know if credits are available before starting a verification job.

Account Owner Team Management​

Can't See Team Member Activity​

As an account owner, you can track team member activity:

  • Team Management page shows "Credits Used This Month" per member
  • Verification tasks show who uploaded each list (under "uploaded by")
  • Credit transactions record which user performed each action

Want to Temporarily Restrict Access​

Use Suspend instead of removing the team member:

  1. Suspended members are immediately logged out
  2. They cannot log in while suspended
  3. Their account remains intact for easy reactivation
  4. They receive an email notification about the suspension
To suspend

Go to Account Settings → Team → Look for the team member → Click Suspend icon

Removing a Team Member​

When you remove a team member, the following happens:

  • All their sessions are terminated immediately
  • Their user account is completely deleted
  • Their integrations, settings, and 2FA are removed
  • They receive an email notification about the removal
  • Verification history (attributed to them) remains in your account

This action cannot be undone. If you need them back, you'll have to add them as a new team member.

Team Features Not Available​

Don't See Team Management Option​

Team management is only available to account owners. If you're a team member, you won't see the option to manage other team members—team members cannot invite other team members.

Team Member Can't Access API​

By design, team members cannot access the Developer section or generate API keys. API access is restricted to account owners only.

If a team member needs API access, they'll need to create their own independent account.

For Account Owners: Best Practices​

When Adding Members​

  • Double-check email addresses before adding
  • Let them know to expect a credentials email
  • Suggest they check spam if they don't see it within a few minutes

Managing Your Team​

  • Review your team list periodically in Team Management
  • Monitor "Credits Used" column to track usage
  • Use suspension for temporary access removal
  • Only remove members when you're sure—it's permanent

Communication​

  • Let team members know when credits are running low
  • Notify them before suspending or removing their access
  • Establish who they should contact with questions (you or Valid Email Checker support)

For Team Members: What to Know​

Your Relationship with the Account Owner​

  • You use credits from your owner's balance
  • Your access can be suspended or removed at any time
  • You cannot purchase credits or access billing
  • You cannot use the API or developer features

Your Work Is Tracked​

Every verification you perform is attributed to you. The owner can see:

  • Which lists you uploaded
  • How many credits you've used
  • When you last logged in

If You Leave the Team​

  • Your verification history stays with the owner's account
  • You lose access to all past work
  • You'll need to create your own account to continue using Valid Email Checker

Need More Help?​

For Account Owners: Contact support@validemailchecker.com for help with:

  • Team member creation issues
  • Credential delivery problems
  • Technical issues with suspension or removal

For Team Members: Start with your account owner—they control your access and can resolve most issues. If your owner is unavailable or unable to help, contact support@validemailchecker.com and we'll do our best to assist.

When contacting support, please include:

  • Whether you're the account owner or a team member
  • The email addresses involved
  • What you're trying to do and what's happening instead
  • Any error messages (screenshots help!)

We're here to help your team collaborate smoothly!