What should I do if I encounter errors during setup?

Audience: All new Honey users (Sites, Sponsors, CROs, Phone Assessment Teams)

Purpose: Help users troubleshoot common issues during account activation and first-time login to the Honey platform.

TABLE OF CONTENTS

• Didn’t receive your email invitation?
• Can’t add your phone number?
• Can’t add your email address?
• Password not accepted?
• Still stuck?
• Related articles

Didn’t receive your email invitation?

If you're expecting an invitation to join Honey but haven’t received it yet:

• Double-check your spam, junk, or other folders
• The invitation will come from:
  hello@app.trialbee.com

Still missing? Reach out to support@trialbee.com to confirm your email address and request a new invite.

Can’t add your phone number?

If you receive an error when entering your phone number:

• Ensure you're using international format, starting with + and the country code
• Examples:
  • US: +15555555555
  • UK: +445555555555

Avoid spaces, hyphens, or parentheses.

Can’t add your email address?

Make sure your email is typed correctly:

• Must include a prefix and domain (e.g., name@example.com)
• No spaces or extra characters

Password not accepted?

If your password isn’t being accepted, verify that it meets all of Honey’s security requirements:

• At least 10 characters
• Includes one uppercase, one lowercase, and one number
• Avoid common phrases (e.g., password123 or Trialbee2024)
• No spaces at the beginning or end

Tip: Use a password manager to generate and save a secure password you won’t forget.

Still stuck?

If you’ve tried the tips above and still can’t complete setup:

• Submit a ticket at https://support.trialbee.com or by emailing support@trialbee.com
  and use the subject:
  “Setup Issue – Help Needed with Activation”

Include any error messages, a description of where you're stuck, and your email address.

Related articles

How do I activate my account?

I'm not receiving notifications from Trialbee

What are the requirements for a password?

Multi-Factor Authentication (MFA) in Honey

What’s the Honey URL and how do I get access?