Create new MYOB user & use previous generic email

[RichD]

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”.

[Sam_R · Accepted solution]

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 

[RichD]

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?

[Sam_R]

Hi @RichD,

Apologies. 

Please try that again now.

[HDG]

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]

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 

[WHCSusan]

RichD

Did you get a solution as I have been working on this matter since mid January, when I have time ( I only work 3 days/week). Our IT service provider has tried to resolve without succes and I had to "bite the bullet" and call support. After 3 hours on the phone yesterday I still have no resolution and have had to spend nearly 2 hours this morning building a document with screen shots of all the the things I have tried  so that Support can investigate. This delay is currently holding up a company project of changing certain email addresses. I must say that the level of support from MYOB is approaching "non existent"

[RichD]

Hi @WHCSusan 

I wrote a little internal note / procedure for our business (copied below), I believe it to be accurate.  Basically I'd suggest direct messaging a moderator.  I believe they need to contact you first to start a direct chat, you could probably message @ them in a forum post to get their attention.  Good luck :-).

Reuse Email Address for New User

If an email has been registered to a user who has left the company then a new user cannot be setup with the same email address without MYOB’s help.  After trying many things the final error message tends to be: “The invitation couldn't be sent because this person is already entitled to use this company file."  This is because the old user is still associated with the email even though it appears not to be when viewed by an admin via the desktop app or through my.MYOB.  Supposedly an admin can change the old users email to something else to make it available again but hasn’t worked once yet.  So far it’s always been resolved by MYOB fixing at their end.  Sometimes MYOB phone support can fix within 30 mins but it may be easier to just login into the MYOB community forums and ask a MYOB Moderator to remove the email association at their end, as per email below.

"When a user is made inactive, they no longer have access to the file, however, the email will still be recorded in the company file and if you re-use an already recorded email, you encounter that error. When this happens, we rename the orginal users email so that the system does not pick up the duplication. For example, qldsales@<sample>.com.au is renamed to qldsales@noemail.com allowing the new user to be created with the original email.

If you run into this situation again, you should be able to rename the original email on your end either through User access or my.myob.com, however, if you did have any trouble with this in future, agents of all levels in support should be able to assist with this, although, please feel free to reach out to me directly as I'd be more than happy to assist. 

Cheers, Sam _R"