Unable to add user that was previously deleted

Im trying to add my accountant that was previously deleted, but i keep getting the message that the email address already exists....He does not show up as a user even when the inactive box is ticked.

Leneth_A
3 years ago
Hi JL25

Thanks for letting me know. Apologies that it didn't resolve the issue.

To change the user access, you usually would be able to use the drop-down on the invitation already sent on my.myob to change the invitation to inviting them as an Advisor instead of File User.

To do this:

choose Users from the company menu in the top right corner.

If in the new screen the user to be deleted is not listed, click the Status button and select all entries.

In the new screen (showing user details), click the Delete button in the left corner.

Note: You may have to unassigned rights first and click Save.

You should be able to delete the user and use Create advisor successfully.

Please do let us know how you go, and feel free to post again anytime you require further assistance.

If my response has answered your enquiry please click "Accept as Solution" to assist other users find this information.

Cheers,
Leneth

15 Replies

Isaiah_C
MYOB Moderator
2 years ago
Hi Craig_RD,

Thank you for the post. I'm sorry for the late response and to hear that you've had this experience. I'll be sending you a private message to get some information and to assist you further.

When it comes to changing your phone number for your 2FA, here's the link that has detailed instructions to help you with this. Setting up two-factor authentication on a new phone (myob.com).

Kind regards,
Sai
ADTperth
Member
1 year ago
This issue exists for me too. The previous user was deleted and does not show up as an inactive user, nor if I make a search for them. However, not only does MYOB prevent me from re-adding them by saying that that user already exists, but they still have access to my MYOB data. I am trying to add them as an administrator - hence their current access needs to be changed. In summary:
My accountant has access to my MYOB files despite not showing as a User in my system;
I cannot add my previously my accountant as an Administrator as MYOB claims they already exist as a User.
Genreve_S
MYOB Moderator
1 year ago
Hi ADTperth,

You may need to get in touch with the support team to troubleshoot the file invite for your accountant's email address. You can do this by creating a support ticket from the MyAccount window or using live chat through MOCA.

Cheers,

Genreve
AprilLeard1
Member
22 days ago
Hi Isaiah_C,

I am too having trouble with the above. My client deleted a user email in his MYOB user's as it only had Outlook.com, however since his done that I no longer have access. Every time he enters my email address to re-invite, he gets the error message that this email already exists. How do we fix this?

Thanks
Isaiah_C
MYOB Moderator
22 days ago
Hi AprilLeard1,

Thanks for explaining this. The email address is likely still linked to an existing or inactive user record, even though it no longer appears in the active user list. Could the Account Owner or Administrator please go to the user access area, select the Status filter, and show all user statuses? If your email address appears there, they can use the three-dot menu next to your name and select Re-invite. If the record is listed as an invitation that was cancelled, they may need to remove that record first and then create the user again with the correct access type.

If the email still cannot be re-invited, please reach out to our live chat support through our virtual assistant, MOCA, or submit a case via My Account, and ask them to further look into the existing user record so the invitation can be sent again.

Regards,

Sai