Guest access problems

This page explains the messages guests and hosts can see with office guest links and meeting guest invitations, what causes them, and which limits are intentional.

The guest link does not open#

The guest sees one of these instead of the reception (Welcome to and your company name) — or You are invited to visit for a Meeting only link — or after selecting Enter, Request entry or Enter as guest.

Message	What it means	What to do
This visit link is invalid, expired or revoked. Ask your host for a new one.	The link was revoked, its time ran out, or it was copied incompletely.	The guest asks the host for a new link. An expired link cannot be extended.
Visits are not available for this company right now.	Guests are switched off for the company, or the plan does not include them.	An owner or admin turns guests on again (see below).
This link has been used as many times as allowed. Ask your host for a new one.	The link has reached its Maximum uses.	The host creates a new link with more uses, or none.

A guest link can be used for the time chosen when it was created: 2, 8, 24, 72 or 168 hours. Each visit then lasts its own visit length (2 hours unless the company or the link sets another), and never longer than the link. See Visit sessions.

The visitor cannot enter the office#

A guest who enters the office is an Office Visitor. These messages appear on a card titled You cannot enter right now, with Try again, or under the reception form:

Message	What it means	What to do
This office cannot receive visitors right now. Your host has been told.	The company has no Visitor Pass left. The host (and access managers) who are in the office get a notice in Notifications.	Someone who manages billing buys a pack in Company administration › Visitors & Events › Visitor Passes, or the host invites the person to a meeting instead.
This company is not receiving visitors right now. Please try again later or contact your host.	Allow office visitors is off in Visitor settings, or someone used the emergency stop.	An owner, admin or manager turns office visitors back on, or selects Resume visitor access.
Visitors cannot be received here right now. Please contact your host.	The plan does not include Office Visitors (or Events, for an event link) — for example the Free plan.	Move to Basic, Business or Enterprise. Meeting only links work on every plan with guests.
Accept the privacy notice and the visit terms to enter.	The terms box at the reception was not ticked.	The visitor ticks it and enters again.
This event is not open right now. Doors open 30 minutes before it starts.	The event has not opened yet, has ended, or is not scheduled.	Come back when the doors open.
This event is full right now. Please try again in a few minutes.	The event reached an admission or inside-at-once limit.	Try again later, or the organiser raises the limit.
This event is by invitation. Open the personal link from your invitation to enter.	The event is invitation-only and the shared event link was used.	Use the personal link from the invitation.

A host who approves a waiting visitor when no pass is left sees No Visitor Passes available — buy passes, or invite the guest to a meeting instead. with Buy passes.

The guest is waiting and nobody lets them in#

With Host approves each visitor, the guest waits on Waiting at reception until someone decides. The live alert reaches only people who are in the office — the host, and owners and admins. If the host is not in the office, nobody may notice.

Approve from the list. Open Settings › Workspace › Guest visits, Company administration › People › Guests (filter Waiting), or Company administration › Visitors & Events › Waiting visitors, and select Approve. Approving uses one Visitor Pass. The host and owners, admins and managers can do this.
Watch the overview. Company administration › Overview shows Guests waiting, and Needs attention lists Guests are waiting to be admitted.
Approve each person. Approving admits only that visitor. Others who opened the same link wait for their own decision.

The guest's page checks by itself every few seconds; they do not need to reload.

The guest sees "Your host declined"#

Your host declined — You cannot enter with this link now. Ask your host for a new one. — means someone selected Decline for that visit. That visit cannot be reopened. If it was a mistake, create a new link and send it.

The visit ended suddenly#

The visitor's page shows Your visit has ended. within about 15 seconds when the host ended the visit, the link was revoked, the event ended or the company used the emergency stop. When the visit length runs out, it shows Your visit time has ended. Thank you for visiting. The visitor needs a new admission to come back, which uses a new Visitor Pass. See Visit sessions.

You cannot create a guest link#

The option is missing for your role#

Owners, admins and managers can create guest links. Employees and restricted members do not see the Guests tab in People or the guest card in Settings; where the form is shown, they see Your role cannot create guest links. Ask a company administrator. This is by design: ask a manager, an admin or the owner.

Create guest link stays unavailable#

If you are a manager and choose Collaborator, Create guest link cannot be selected. Collaborator includes temporary files, which managers cannot grant. Use Workspace visitor, or ask an owner or admin to create the Collaborator link. In Advanced, any option marked You cannot grant this: you do not hold it yourself. has the same cause.

Guests are switched off#

If Settings › Workspace › Guests in office worlds shows Guests not allowed, or you see Guests are switched off for your company., only owners and admins can turn them on:

Open Settings. An owner or admin opens Settings › Workspace.
Find the guest card. Go to Guests in office worlds (or Company administration › Access › Guest policies).
Turn guests on. Select Allow guests. The card shows Guests allowed, and the guest link form appears.

Guest access is not in your plan#

Guest access is not included in your plan. means your company's plan does not include guests. Contact HyoNova to add guest access to your plan. Guests who enter the office also need a plan with Office Visitors (Basic, Business or Enterprise). See Billing and plans.

A guest was not told about the link#

When you add a guest email and email sending is on, HyoNova also emails the link. Otherwise nothing is sent: copy the link when it is created (Guest link created. Copy it now — it will not be shown again.) and send it yourself. If an email does not arrive, see Email delivery. If you lost the link, revoke it and create a new one.

The guest cannot message someone#

A guest can write only to their host (Host only) and to the members chosen under Selected members when the link was created. Other people in the office cannot receive their messages, and a link without any chat option gives the guest no Messages button. This is intentional. To widen it, create a new link and choose the members under Advanced. Guests cannot write in channels: Channels are not available to guests.

The guest cannot enter a room#

If the link was created with a Floor or Room or zone under Advanced, the guest can enter only that floor or room; other rooms refuse them. Rooms that are private to members also stay closed to guests. If the guest needs to go elsewhere, create a link with Whole world.

A Meeting only link does nothing useful#

This is a current limit, not a fault. A Meeting only guest enters for free with just a name, but has no office and no chat with the host, so nothing can take them into a meeting yet. An office guest whose link allows meetings can join a meeting the host shares in their chat, but the meeting screen has no share button yet — see Files, meetings and signatures. To bring someone into one meeting, use the meeting's Create guest invitation — see Manage guest access.

The meeting guest link refuses the guest#

Message	What it means	What to do
Guests are not allowed in meetings of this company.	Allow external guests is off, the plan does not include guests, or meetings are not available for your company. Hosts see it when they select Create guest invitation.	An owner or admin switches on Allow external guests in Company administration › Communications › Guest meetings. Meetings rely on the media service HyoNova provides.
This invitation link is no longer valid.	The invitation expired or was revoked.	The host creates a new invitation in the meeting's People tab.
Waiting for the host to let you in…	The guest asked to join and is waiting.	The host selects Let in in the meeting.

Only a host or co-host who is an owner, admin or manager sees Create guest invitation. See Meetings.

A promoted guest did not receive the invitation#

When a guest without a HyoNova account is promoted, HyoNova creates an employee invitation and tries to email it. If the email does not arrive, copy the invitation link and send it yourself. See Invitations.

Copy the link from the dialog. After Confirm promotion, the result shows the invitation link — copy it and send it yourself.
Copy it later. The invitation is listed in People › Invitations, where owners and admins can use Copy invitation link.

The membership starts when the guest accepts. If Promote to employee fails with Your company has used all of its seats., free a seat first. See Invitations.

Revoking a guest link#

In Settings › Workspace › Guests in office worlds › Guest links, each link shows its status (Active, Revoked or Expired), when it expires and when it was last used. Select Revoke on an active link to end it; anyone inside with it is removed. Owners and admins see all guest links; managers see the links they created.

What guests cannot do (by design)#

These are intentional limits, not faults:

Office guests enter only the one office world their link opens. They do not see the company workspace, projects, files or other offices.
Guests do not use their camera in the office, and they cannot call members. Members cannot call guests either.
Guests talk with people nearby through spatial voice and write only to the people their link allows.
Meeting guests see only the meeting they were let into.

If someone needs more than this, invite them as a member, or promote the guest to employee. See Guest links.