Unable to add user that was previously deleted

[JL25]

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]

Hi @JL25

Thanks for your post. I'd like to extend you a warm welcome to the Community Forum. I hope you find it a valuable resource.

In this matter, you would need to check the email of every users listed in the account to check if they have the same email. Go to Product >> Users >> Click the name of the user to be deleted >> Click delete >> confirmation message will appear, click Delete.

You may also check this Help Article Edit and delete users to provide you with more information and instructions to assist you with this.

Please don't hesitate to post again if you need help in the future.

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

Cheers,
Leneth

[JL25]

Hi

Sorry this didnt answer my question, my accountant was deleted months ago but I need to re add him, he is not showing up even as an inactive user & when I go to add advisor an error message comes up saying there is already a user with this email, enter a different email. 

Thanks

[Leneth_A · Accepted solution]

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:

1. choose Users from the company menu in the top right corner.
2. If in the new screen the user to be deleted is not listed, click the Status button and select all entries.
3. In the new screen (showing user details), click the Delete button in the left corner.
4. 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

[shameron69]

I too am having trouble re-adding an inactive user with the same email addr.

I had cancelled the user and made them inactive and when I try to delete it states "can't delete a user that has an audit trail".

I initially set them up as a file user but they needed to be an advisor.

Help!

[Leneth_A]

Hi @shameron69, 

Thanks for your post and welcome here to the Community Forum. We are glad that you found this forum a valuable resource and thank you for your time bringing your concern with us. We truly apologize for the difficulties you have been experiencing when adding an advisor and thank you for your patience and understanding on this matter. 

To change 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: 

1. choose Users from the company menu in the top right corner. 
2. If in the new screen, the user to be deleted is not listed, click the Status button, and select all entries. 
3. In the new screen (showing user details), click the Delete button in the left corner. 
4. Note: You may have to unassigned rights first and click Save. 

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

Our Help Article Add an accountant advisor will provide you with more information and instructions to assist you with this. 

If you are still having issues adding an advisor to your company file, I have sent you a private message for the necessary information for me to check further on my end. To access this, please click on your forum display picture in the top right-hand corner of your screen, then choose the envelope icon that appears.
 

 Please do not hesitate to post again if you need help in the future. 

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

Cheers, 

Leneth

[shameron69]

Thanks Leneth.

There is no envelope icon under my profile pic.... see attached

[Leneth_A]

Hi @shameron69, 
 
Thanks for letting me know and thank you for providing a screenshot. This is helpful to check further on my end. We apologize that you cannot see the envelope icon on your end and thank you for your patience and understanding. 
 
I changed something on the settings for your access. You may now try to go to your forum display picture in the top right-hand corner of your screen, then choose the envelope icon that appears. 
 

Please let me know if you have any problems with this. 
 
If my response has answered your enquiry, please click "Accept as Solution" to assist other users find this information. 
 
Cheers, 
Leneth

[shameron69]

Hi Leneth - have sent you a PM regarding this new user issue.

[Leneth_A]

Hi @shameron69, 
 
Thank you again for reaching out to the Community Forum. We are thankful for your time working with me via private message and we are glad that we provided you with a resolution to your concern. Thank you again for your understanding and continued support. We will be closing the thread now. If you encounter any further issues, please feel free to start a post again and one of our moderators will attend to it. 
 
 
Cheers, 
Leneth