I had an advisor a while back and had removed their access when their access was no longer required. I'm trying to reinstate the advisor but I haven't been successful.
I have tried adding them as a user but I get the same message: "
There is already a user with this email. Enter a different email."
My advisor doesn't have a different email. I want to re-add this account with that specific email address. How do I do it?
Hi Mariianne,
Welcome to the Community Forum!
Thanks for sharing all the clever steps you’ve tried and cheers for popping the error message in here too! This typically happens because the user is still linked on the file, but their access isn't activated on our back end.
No stress, though! We can reactivate your advisor access using that same email. You can give our team a quick call, or jump onto MOCA (our virtual assistant) who can connect you straight to live chat for help.
Cheers,
Princess
Thanks Princess. Unfortunately, I've been going around and around and around in circles trying to locate MOCA. As I understand your comment, MOCA should be an online chat but I can't find MOCA on your "contact us" page. Can you send me a direct link?
Hi Mariianne,
Totally get how that could do your head in! Once you click this link, just scroll down and hit the little chat bubble down the bottom. Pop your question in there. If MOCA doesn’t sort it out, they’ll point you straight to other support options, including live chat with the team.
Cheers,
Shella
Hi Shella
No luck with that. There is no chat bubble in my life. I've included a couple of screen shots showing the bottom of the page and the bottom of the first screen. I can't find that chat bubble. Can you help me out locating it?
Hi Mariianne,
Thanks heaps for the screenshots. Really appreciate you taking the time! Looks like that cheeky chat bubble's still playing hide and seek. Since you're already using Firefox (good choice!), maybe give it a go in another browser like Chrome or Edge, just to see if it shows up there.
Also, just incase, make sure you're not in private browsing mode and that any ad blockers or browser extensions are switched off, as they can sometimes block the chat from showing.
Regards,
Sai
