MYOB Teams App is not working for one of our employees

[IviSM]

Good morning

I need your assistance as all of the sudden MOYB Teams app stopped working for one of our employees.

She used to enter a 4 digit code until last week. Now it is asking for her password which doesn't recognise and then when she tried to reset the password it says that doesn't recognise her email. I have checked and she is using the email address recorded in her card. 

Thank you for your help.

Ivi

[Melisa_D]

Hi @IviSM, 

Thank you for your post. Can I please confirm if she has tried to uninstall and resintall the app ? If she has done this and it's still not working, can I please confirm if she's been able to use the app previously and has submitted timesheets ?

[IviSM]

Good morning Melissa

Yes, she already tried to uninstall and reinstall the app and she has been submitting her timesheets during the last two months without any issues. This happened suddenly. 

Regards

Ivi

[Melisa_D · Accepted solution]

Hi @IviSM, 

Has there been any changes made to her email address or card file within the software ? Does her email address match in the profile tab of the card file and the payroll details tab ? If they do, can you please send me a private message with your product serial number and the employees name and email address.