Hi ELC-Leo
Thank you for taking the time to write this detailed post. I would like to have the team look into this one to see what is happening and if we can improve the experience for you and other users who may experience the same issues.
Would you please be able to send me a private message with the company GUID and the first name for the affected employee.
To obtain the GUID, you can do the following:
1. Click "Open in web browser"
2. Select the correct company file
3. Once in, copy the full URL which includes the company GUID
Also, if you have any dates when you tried to send these invites, that would be very helpful.
Thank you
Regards
Itai
I am having the same issue - can you please assit me?
Hi Nessa,
For us the issue of the email not being received was related to having deleted the employee and then trying to send a brand-new onboarding invitation. MYOB said their records show that our employee did receive the initial invite, but by the time they went to complete the onboarding, the invitation had expired. What we were supposed to do in that case is use the "resend" function, which we didn't know about because it's hidden in a "..." menu, and only available in the browser version of MYOB which we don't use.
The issue with the SMS was not resolved.
What we did in the end was ask the employee for an alternative email address. We then sent a new invitation to them at that address. During the onboarding, they weren’t able to change their email to their original/preferred address, but after the onboarding, we then changed all instances of the alternative email address to their preferred address.
Hi Nessa160
I'd be happy to help.
Would you be able to send me a private message (hover over my avatar to click the link to send me a private message) with your company GUID (Open your file in the browser, and once logged in, copy the URL which will have the GUID in it) as well as the email address used for the employee you were having an issue with.
As ELC-Leo mentioned, we identified a bug with deleting and resending, which we released a fix for just prior to Christmas.
Could you also please send me details on the specific steps you took, and when it occurred?
Thanks
Itai
