I'm working from home and have a problem logging in, accessing documents or working with documents

The following is a checklist to use if you are working away from your usual computer and are having a problem logging into FYI, or if you cannot access documents in FYI.

Please work through these as applicable for the problem you are having.

I cannot login

Check 1
I get the message "We could not find a user for your email"

If you, or anyone else using that computer, has logged in to Microsoft Office with a personal login this may still be in effect.

1. Log out from Microsoft Office. You can display this by going to office.com and see if you are already logged in.
2. Close all browsers and log in to FYI again.
   Ensure that you are prompted to Sign in to Microsoft Office.

I am automatically logged in as an incorrect Microsoft Office Sign in

If you are being automatically logged in and do not get the option to Sign In, the Microsoft Office Sign In and password may have been saved. That, is, at some point you or someone using that computer has selected to Stay signed in and has clicked Yes when they were given the following prompt.

To re-display the Sign In selection for the account to log in as: 

1. Try logging in with a different browser (for example, Edge instead of Chrome). If a Sign in has not been saved for that browser, you should get the prompt to Sign In.
2. Open up a private tab browser (incognito) to access FYI without the saved Sign in (the way this is called and hwo to do this is different according to the browser you are using).
3. If you still do not get the Microsoft Office Sign In, you will need to clear the password that has been saved for Microsoft Office (microsoftodfficeonline.com) in the browser.
   
   Important note: You can do this for a specific website. There is no need to clear all your passwords.
   
   For example, the following is the Password setting in Chrome. From this you can click the icons with the three dots and select Remove.
   
   
   For Chrome, refer to the google help article for how to remove a saved password.
   https://support.google.com/chrome/answer/95606?co=GENIE.Platform%3DDesktop&hl=en.
   
   Refer also to How do I login as a different user in FYI? Why am I automatically logged in as the same user?

I can log in but there are errors when I try to access anything

When you log in and try to open an email or a document in FYI, an error is displayed such as"Error loading Documents".

Or, the email or document does not open and when trying to Preview it, it displays the error "Could not find document".

Check 1
Check who you have logged in as.

1. From FYI, click Settings in the top right-hand corner.
   
   The Settings menu displays.
   
2. Check the email address that displays under your name.
   This may show a different email address to the one you use for work and will show, for example, if you are currently logged in to Microsoft Office with your personal email.
3. Log out from Microsoft Office. You can check this by going to www.office.com. This will show if you are already logged in.
4. Close all browsers and log in to FYI again.

Check 2
If you are still being logged in as your personal email, it may, at some point, have been recorded in your User profile in FYI as an Email Alias.

• Contact your FYI administrator and have them remove your Email Alias from your User profile in FYI. Or
  Contact FYI Customer Support support@fyidocs.com to have the Email Alias removed from your User profile.

I need to log in as a different email address to my FYI login

You may you need to login to FYI with a different email address to the one you usually use. For example, you may want to stay logged in to Microsoft Office as a personal sign in, but still be able to use FYI without having to keep switching. 

You can do this by adding a link the other email to your Xero Practice Manager login email address using the Magic Link. Refer to Logging into FYI with an Email Alias set up using Magic Link.

The same Microsoft account is linked to both personal and business

This is rare. Please contact FYI Customer Support support@fyidocs.com.

I have a problem using the Online version of Outlook

For information about how to use the Online version of Outlook, plus other information about setting up a computer for FYI, refer to Now I am working from home, how do I file emails from the online version of Outlook?.

I do not see the FYI icon in Office or Outlook

If you do not see the FYI Add-ins in your desktop Office of Outlook, for information on how to install these. refer to Adding FYI Apps as a User from within Office and Outlook.

I am seeing a "Pop-ups blocked" message

If you see the following "Pop-ups blocked" message, to clear this refer to Preparing your Browser for FYI.