If you encounter an error when trying to accept an invitation to join your Aircall account, it may be related to your company’s email security settings. Follow the steps below to identify and resolve the issue.

Invitation emails will look like this:

Aircall invitation email showing greeting, inviter information placeholder, and a green ‘Accept Invitation’ button with instructions to create or ignore the account invitation

Check the sender and email format

Invitations to join an Aircall account are sent from noreply@notify.aircall.io. Make sure your email account allows you to receive messages from this address.

Invitation emails will contain an Accept Invitation button. Clicking this button should open a URL that begins like the example below:

https://brcs2zd1.r.us-west-2.awstrack.me/L0/https:%2F%2Femail-verification.aircall.io%2Fauth%2Fv1%2Fusers%2Fidentities%2Fconfirmation%3Fpayload=

Identify if your email security tool is blocking the link

If you receive an error after clicking the Accept Invitation button, check the beginning of the URL in your browser.
If it starts with a domain different from Aircall’s, such as any of the examples below, your company’s security tools are likely blocking the Aircall invitation link.

Examples of security-related URL prefixes:

  • https://us-email-isolation.prod.fire.glass/
  • https://clicktime.symantec.com/
  • https://<region>.safelinks.protection.outlook.com/
  • https://urldefense.proofpoint.com/
  • https://protect.mimecast.com/s/
  • https://<region>.secure-web.cisco.com/
  • https://global.sitesafety.trendmicro.com/urlcheck/
  • https://linkprotect.cudasvc.com/
  • https://gateway.zscloud.net/
  • https://app.ironscales.com/link/
  • https://companyname.avanan.net/
  • https://email-security.sophos.com/
Important: If your invitation link begins with one of these domains, your company’s email security system is altering or isolating the original Aircall URL. This prevents the invitation from being verified.

Resolve the issue

Steps:

  1. Contact your company’s IT or security team.
  2. Ask them to whitelist all URLs from noreply@notify.aircall.io.
  3. Once whitelisted, request a new invitation email from your Aircall Admin.
Tip: You can resend your invitation email by following the instructions in this article: Resending user invitations.

After the URLs have been whitelisted and the new invitation sent, you should be able to accept the invitation successfully.