Members & access
Member problems are usually one of three things: an invite that went to spam, a role change that needs a re-login, or per-member budget caps interacting in surprising ways.
”Invitation email didn’t arrive”
Section titled “”Invitation email didn’t arrive””What you saw: you sent an invite to a new member and they say nothing showed up.
What it means: the email landed in spam, the address has a typo, or the invite expired (7-day window after sending).
What to do:
- Confirm the email under Settings → Members → [their row].
- Ask the invitee to check Spam, Promotions, and All Mail folders.
- Click Resend invite on their row to send a fresh email.
- If your firm’s domain is brand-new, your own email reputation may be low and Fola’s automated emails get flagged. Set up SPF and DKIM for your firm domain at Settings → Organization → Email settings.
”I demoted a member but they still see admin pages”
Section titled “”I demoted a member but they still see admin pages””What you saw: changed someone from ORG_ADMIN to ATTORNEY but they say they still see admin tabs in the workspace.
What it means: their session still carries the old role token, which can last up to 30 days. Their next sign-in picks up the new role.
What to do: force-sign-out from Settings → Members → [their row] → Revoke active sessions. The user is signed out immediately and the new role applies on their next login.
”Per-member budget set but the member exceeded it”
Section titled “”Per-member budget set but the member exceeded it””What you saw: you capped someone at 10 AI chats per month and they ran 15.
What it means: the Allow overage toggle was on for that member. With overage allowed, the budget is a soft cap — the user keeps running and the firm pays the overage rate per run.
What to do: open Settings → Usage budgets → [their row] and toggle Allow overage off. The cap is now a hard ceiling.
”Can’t transfer org ownership”
Section titled “”Can’t transfer org ownership””What you saw: you tried to transfer ORG_OWNER to someone else and the workflow refused.
What it means: the target user isn’t in the org yet, or they’re on a non-org role (SOLO / END_CLIENT) that can’t accept ownership.
What to do:
- Invite the target as ORG_ADMIN first.
- They accept and sign in.
- THEN initiate transfer from Settings → Organization → Transfer ownership. Both parties confirm via separate email links.
”I removed a member but their data is still there”
Section titled “”I removed a member but their data is still there””What you saw: you revoked a member’s access but their old work (notes they wrote, clients they touched) is still in the system.
What it means: expected behavior. Removing a member only takes away their access — it doesn’t delete the work they did. That work belongs to the firm.
What to do: nothing — that’s how it should work. If you need to attribute their old work to someone else (rare), email support@folaform.com.
”Bulk invite CSV shows ‘role unknown’ for some rows”
Section titled “”Bulk invite CSV shows ‘role unknown’ for some rows””What you saw: you uploaded an invite CSV and some rows failed with role-unknown errors.
What it means: the role column has a typo or used a label Fola doesn’t recognize.
What to do: the only valid role values are:
ORG_OWNER(one per org)ORG_ADMINATTORNEYPARALEGALVIEWER
Match exactly — case-sensitive — and re-upload. Or invite the failed rows one at a time from the Members page.
When to email vs when to handle in-app
Section titled “When to email vs when to handle in-app”- Invite not arriving — handle in-app (resend, check spam, fix SPF/DKIM)
- Role demotion not propagating — revoke sessions in-app
- Lost ORG_OWNER (single owner left the firm without transferring) — email support@folaform.com; we can transfer ownership manually with proof of authority
Was this page helpful?
Thanks — noted.