Go to SIO and check if the customer’s campaign name is [ Mighty Network ] or if they purchased the program after the API implementation (December, 24, 2025).
If yes, go to the App and log in using your own credentials to look up the customer’s account
Settings > Members > Member list
If the customer’s account appears, let them know that they are already an active member of the app and assist in resetting their password
Provide link to reset (REMEMBER adjust the email to their actual email): https://app.sveltetraining.com/forgot-password?email=test@test.com
3. If nothing comes up, ask the customer to:
Check their spam folder
Validate the email address that we have on file
4. If they still don’t see it, lodge a request in the App User Request > New Purchase > Missing Invite
5. Issue will be validated by the SM manager and will be escalated if needed
**For SMM agents, if it’s an API program, don’t send an invite and escalate it instead**
Go to SIO and check if the customer’s purchase was an old one and NOT under [Mighty Network]
If yes, go to the app and look up the customer’s account
Settings > Members > Member list
If the customer’s account appears, let them know that they are already an active member of the app and assist in resetting their password
If we don’t see the customer’s account, we need to send a manual invite. Follow the steps below.
Go to Sticky IO to confirm if the requested program is still active
If yes, go to the App > Settings > Invites > Invite
Enter the customer’s email address.
Click “Invite to Plan”.
Look up the correct bundle/plan/program
Choose “Skip the landing page” go straight to the Create Account Page and click Confirm.
Step 9: Update the Escalation File
Go back to the Client Escalation File.
Update the status to: ✅ Resolved – Invite Sent.
🧾 Notes:
Avoid unnecessary editing of the invite template.
Always remove extra spaces from email addresses.
If in doubt, double-check the bundle and program selections.