Forum Discussion

JustinX's avatar
JustinX
Member
3 months ago
Solved

can't add advisor after cancelled the invitation.

I sent an invitation to an advisor. I thought the email address was incorrect so I cancelled the invitation. Now I cannot send an email to the correct email address and cannot figure out how to resen...
  • Genreve_S's avatar
    Genreve_S
    3 months ago

    Hi JustinX, 

     

    That error message is basically telling us what’s going on – there’s already a user set up with that email address.

    If you can’t see the contact in your list, they’re probably inactive. Try changing the filter to show inactive contacts as well, then check if that email is sitting there.

     

    If you’ve turned on the inactive filter and still can’t find that email, the next step is to get our support team to take a closer look. You can either:

    • lodge a support ticket from the My Account page, or
    • jump on live chat through MOCA, our virtual assistant, on the MYOB website.

     

     

    Regards,
    Genreve

layton's avatar
layton
Member
1 month ago

Exact same issue here...

 

I revoked the invite because both the name and email was showing in the UI as just the domain of the email address I entered, and not the actual values I entered.

Questioning whether I entered the correct details, I revoked the invite assuming I could re-invite to check. But then got the 'already a user with this email' error, and the 'you can't delete an administrator' error.

 

Absolutely abysmal user experience.

 

How is this resolved?

  • Princess_R's avatar
    Princess_R
    MYOB Moderator
    1 month ago

    Hi layton,

     

    Totally get why you’d be thinking “What went wrong?” if what you’re seeing on screen doesn’t match what you entered. And revoking the invite was a completely normal move, so no worries there. 

     

    That “user already exists” message usually pops up for one of two reasons:

    • Like my co-moderator mentioned, the user might be set to inactive but is still linked to the file.
    • The user was invited before, and then the invite was cancelled. That leaves a background record that stops that user ID from being made active again.

    To sort this out, we’ll just need to check a few things on your account from our end, especially the email address that’s getting the error. Once we’ve cleaned that up, we can help you get the user re-invited. You can contact our team by phone, via live chat with our virtual assistant MOCA, or by lodging a support ticket, whatever’s easiest for you. All of these support options are available on our website.

     

    Cheers,

    Princess

     

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