Infinity3 Help Centre

Use these checks when a member cannot find a group, open a channel or receive updates.

Before you start

Note the member’s email address, group name and affected channel. Ask what they see and whether the problem affects other members.

Check group access

1. Confirm the member is using your community or learner portal address.
2. Check that they are signing in with the email used for their invitation.
3. Review their membership in the group’s Members area.
4. Check for any pending approval, removal or ban.
5. Ask them to use the portal’s current login or password reset options if needed.

Check channel access

A private channel is available only to members granted access to it. Check the channel’s member settings rather than changing its visibility just to resolve one person’s issue.

If the member can read but cannot post, check whether it is an announcement channel. Ordinary members cannot publish there.

Check notifications

Ask the member to review their portal notification preferences. For missing emails, check their junk folder and the email address on their account.

Push notifications also depend on supported app or browser settings and device permissions.

Things to know

• Access to one group does not guarantee access to another.
• A notification preference does not grant membership or private channel access.
• Never ask a member to share their password or private login link.

Contact Infinity3 with the member’s email, group, affected channel and a screenshot of any error.