Hi all,
I have sent out a new invite for an additional administrator, this worked, but when that new administrator logs in they can do so online but the additional file isn't coming up when they want to open the file on their desk top version. Am I missing a step some where?
Thanks everyone.
Hi PetaMcG,
Thanks for raising this! That’s a little unusual that the new Administrator can open the file on the web, but not on the AccountRight desktop. Usually, if they have access online, the desktop should work too. Reaching out to our backend team is probably the best way so they can take a look at this. You can reach them on Live Chat via our virtual assistant, MOCA or by submitting a support case via MyAccount.
Regards,
Earl
Hi Earl,
If the two versions that I am using are different does it mean that they will not open on the desk top from the one place? I am using a smaller version for a trust and different product for my company, would this be the issue?
Hi PetaMcG,
Thanks for sharing what’s happening, it actually sounds pretty common! If you’re using different products (like one for your company and another for your trust), especially if they’re not compatible or set up to sync in the same way, that could be why the admin can see one file online but not find it in the desktop app. I would recommend reaching out to our team for further assistance. You can reach them on Live Chat via our virtual assistant, MOCA or by submitting a support case via MyAccount.
Regards,
Earl
