Overview

Signing up to Vome and joining your organization are two different things.

Many organizations use Vome, so a new account is not attached to any of them by default. Something has to connect that person to you, and until it does they will not appear in your database no matter how certain they are that they signed up.

There are two ways that connection gets made.

1. You invite them from your database

The usual route when you already know the person.

1. Create a profile for them in your database.
2. Invite them to Vome from that profile.
3. Their profile now shows a Pending Invitation.
4. They sign up and accept the invitation.
5. Their profile changes from an Offline Profile to a Vome User.

That last change is your confirmation it worked. If the profile still says Offline Profile, the invitation has not been accepted yet.

2. Why is my invitation not showing up for them?

Almost always because they signed up with a different email address from the one you invited.

The invitation is tied to the exact address you sent it to. Sign up with a personal address when the invitation went to a work one and there is nothing to accept, so they land on Vome as an unattached user and you never see them.

The same thing happens if they were simply told to "go sign up" without ever being invited through Vome. No invitation exists, so nothing links them to you.

To fix it, invite the address they actually used. If that leaves you with two profiles for one person, merge them. See How do I merge or remove duplicate database profiles?

Vome tells people to use the invited address, both in the invitation email and on the sign up screen. It still happens often, so it is the first thing to check rather than the last.

3. They apply or register instead

If somebody submits one of your forms or registers for one of your opportunities, they arrive in your database automatically. They came through your organization's own process, so the link is made for you and no invitation is needed.

This is the better route for people you do not already have on file.

4. I have checked all that and still cannot find them

Contact Vome support and include the email address the person actually used. That is what lets the team trace the account and tell you where it ended up.

Without the exact address there is not much to go on, so send it with your first message.

Summary

• A Vome account is not attached to your organization until something connects it.
• Invite from your database, and they move from Offline Profile to Vome User once they accept.
• A pending invitation that never resolves usually means they signed up with a different email.
• Invite the address they really used, then merge any duplicate profile.
• People who submit a form or register for an opportunity arrive automatically.
• If you are still stuck, send support the exact email address.

Where to go next

• How do I invite people to join Vome once I have an offline record in my database?
• How do I create offline profiles in my database?
• How do I merge or remove duplicate database profiles?