An internal FYI user has been set up as a Client or as a Client's Contact and has their email address in the Client or Contact record in Xero Practice Manager.
If the client has Include in AutoFile set, this can cause emails to not be auto-filed or to file incorrectly.
This could be, for example, where the internal user also uses the practice for their tax returns, or is associated with the Client as a Contact. This could also have been set when trialing or when testing within FYI.
Solution 1 - Change the email in the Client or Contact record in Xero Practice Manager
Change the email address of the user in the Client or Contact record in Xero Practice Manager.
Where the FYI user is a client, this should be set as their personal email, not their work email.
Solution 2 - Untick "Include in autofile" in the Client record in FYI
Turn off the setting Include in AutoFile on the respective client record. Refer to Setting Filing Defaults for a Client.
Note: Where there are many users listed as clients, you can select these in the Clients list and use Bulk Update and set Include in Autofile to "Exclude" to update them all at once. Refer to Clients Bulk Update.