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Create new MYOB user & use previous generic email

RichD
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Experienced Cover User
Australia
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Create new MYOB user & use previous generic email

Hi, Current error message is: "The invitation couldn't be sent because this person is already entitled to use this company file." Previously when encountering this I just phoned tech support. General support specialists would insist on going through the usual stuff even though I'd assure them I've done this several times and it doesn't work. Then after wasting an hour of my time they'd escalate it and someone would change some back end settings and it'd be fixed. This time though I've LITERALLY spent 6 hrs on the phone to tech support who haven't been able to resolve. Infuriating. In the threads below it appears MYOB Moderators have resolved this for other users. Hopefully they can assist me also. Komal_S: https://community.myob.com/t5/AccountRight-Getting-started/MY-MYOB-company-file-access/m-p/760582 Melisa_D: https://community.myob.com/t5/AccountRight-Getting-started/Unable-to-invite-online-user/m-p/758366 Further details below for records sake... We have generic email addresses like sales@ & info@ for our my.MYOB accounts. When a staff member leaves we remove the email from their MYOB user card, un-tick the box “this user signs in with my.MYOB” and also mark their card inactive. However, this still doesn’t free up the email address for the new user. The last 4 or 5 times this happened I called MYOB and a technical support person resolved within about 30 minutes. It was annoying but it got done. This time around it has taken LITERALLY 6 hours so far and is still not resolved. I don't want to spend another second on the phone with someone who ‘thinks’ they can fix it. *Problem Specifics* - An old employee used to sign in with a my.MYOB account (user name Leisa, email qldsales@...). Leisa stopped working here 4 years ago. On her MYOB card I have removed the email address and un-ticked “User signs on with my.MYOB”. I have also marked her card as “inactive”. - On my PC, as an administrator, I created a new user ‘Qld Sales’ and I want them to sign in with a my.MYOB account that uses the same email that Leisa had, ie the new user name is ‘Qld Sales’ and email should be qldsales@.... - Upon saving the new user I selected “yes” to add/change online access to company file. - On my PC logged into my.MYOB as an administrator and from ‘Manage Online Access’ I invited Qld Sales (qldsales@...) to be a company file user and it showed the invitation as pending. - Qld Sales received the email on their PC and clicked ‘Accept’ but when they logged into the MYOB app successfully it says “You don’t have any company files online yet.” - On my PC (logged into my.MYOB as an administrator) I can see that when Qld Sales clicked ‘Accept’, their file status changed to ‘Access Removed’. - A few minutes later, Qld Sales received an automated MYOB email “Hi Leisa, thanks for accepting the invite”. MYOB still has the email registered to Leisa! - If I try to send the invite to Qld Sales again it says “The invitation couldn't be sent because this person is already entitled to use this company file”.
5 REPLIES 5
Sam_R
MYOB Moderator
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MYOB Moderator
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Re: Create new MYOB user & use previous generic email

Hi @RichD,

 

Thank you for your post, however, sorry to hear this issue is still unresolved after speaking with phone support after that amount of time, we'd be more than happy to look into this for you here. 

 

Generally, that message suggests that the user is still active somewhere on our end. So that I can look into this for you can you please send the following information by private message:

 

  • Serial number
  • Company File ID
  • Email address in question 

Kind regards,
Sam

MYOB Community Support

Online Help| Forum Search| my.MYOB| Download Page

RichD
Experienced Cover User
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Experienced Cover User
Australia
Experienced Cover User

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Re: Create new MYOB user & use previous generic email

Thanks Sam_R,

 

I don't seem to be able to access Privtate Messages.  From a quick search it appears this is a feature that needs to be activated on my account.  Are you able to do this please?

Screenshot 2022-08-29 100529.png
Sam_R
MYOB Moderator
2,887 Posts
MYOB Moderator
MYOB Moderator

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Re: Create new MYOB user & use previous generic email

Hi @RichD,

 

Apologies. 

 

Please try that again now.

Kind regards,
Sam

MYOB Community Support

Online Help| Forum Search| my.MYOB| Download Page

HDG
Experienced Cover User
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Experienced Cover User
Australia
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Re: Create new MYOB user & use previous generic email

I am having this same issue - the new user name after being accepted is somebody that hasn't worked her for months. That person is inactive and all information has been deleted.

 

How can i resolve this?

Sam_R
MYOB Moderator
2,887 Posts
MYOB Moderator
MYOB Moderator

2,887Posts

205Kudos

448Solutions

Re: Create new MYOB user & use previous generic email

Hi @HDG,

 

Thanks for reaching out. 

 

So that I can look into this for you can you please send the following information by private message:

 

  • Details of your issue
  • Serial number
  • Company File ID
  • Email address in question 

Kind regards,
Sam

MYOB Community Support

Online Help| Forum Search| my.MYOB| Download Page

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