Forum Discussion

PenJ's avatar
PenJ
Trusted Cover User
4 days ago
Solved

New user showing as Access Removed online

I have tried to set up a new user, and unfortunately they let the invitation expire. Now I am unable to resend as instead of showing as expired when online they show as Access Removed.

I contacted the help desk and they said it is a known issue re and sent me a link and closed the case.

But the issue in the link relates to new users not being able to access the file.

This is the new user not even been able to set themselves up with a password never mind accessing the file and me not being able to reinvite them as when I do click the 3 dots to say resend the system tells me "Something went wrong. Check the details entered are correct and try again." 

So how to I get this new user a new link so they can set themselves up?

There are a huge number of different errors this week which I think relate to the recent updates so things are going bad.

  • PenJ's avatar
    PenJ
    3 days ago

    Hi all, issue now resolved. thank you

5 Replies

  • Genreve_S's avatar
    Genreve_S
    MYOB Moderator
    4 days ago

    Hi PenJ, 

     

    Sounds like that error pops up because the user record is in a state that the file itself can’t fix, so the resend button will just keep failing.

     

    At this point, it needs the support team to reset that user on our side, so the best next step is to reach out to our support team so they can help with that error message. You can reach out by creating a ticket on My Account or connecting to our live chat team through MOCA, our virtual assistant.

     

    Regards,

    Genreve 

  • PenJ's avatar
    PenJ
    Trusted Cover User
    4 days ago

    Hi Genreve

    I did reach out to support and they directed me to this link

    https://status.myob.com/incidents/860070

    and said it is a known error and closed the case

    but this link is re users being unable to access the file which is different

    so you are saying I need to reach out again

    this week I have spent a total so far over 10+ hours  on the phone and chat support with MYOB and nothing is yet fixed and with this and another issue I am told to phone again.

    Just not satisfactory.

     

     

  • Isaiah_C's avatar
    Isaiah_C
    MYOB Moderator
    4 days ago

    Hi PenJ,

     

    I can totally get why you're over it. 10+ hours chasing this stuff up is a lot, that's seriously frustrating. Just to clear things up, that known issue on the Status Hub has actually been marked as resolved now. So if you're still running into the same problem, it's likely something specific to your file that didn't quite get fixed when the broader issue was sorted. As annoying as it is, it'll be worth jumping back onto support one more time so they can take a closer look and sort it from the backend for you. Make sure you let them know it's ongoing after the fix was released so they can dig straight into your file.

     

    Regards,

    Sai

  • PenJ's avatar
    PenJ
    Trusted Cover User
    3 days ago

    thanks Sai. Yes that issue is resolved and my issue not, I knew my issue was different/unrelated. I will get onto support again. regards.

  • PenJ's avatar
    PenJ
    Trusted Cover User
    3 days ago

    Hi all, issue now resolved. thank you

Looking for something else?

Search the Community Forum for answers or find your topic and get the conversation started!

Community home

Level up your skills using MYOB software.

 

Find help guides and technical solutions for all MYOB products here

Explore video tutorials for our software at the MYOB Academy here

 

Dig into MYOB Academy for free courses, learning paths and live events to help build your business with MYOB.