"No active user for ..." when logging into FYI

Issue

When I login to FYI, I get a message "No active user for ...".

Causes

This message could be caused by one of the following. See below for the solution for each of these.

• You have entered the email address incorrectly
• Incorrect Email is being picked up
• The user you are logging in as has been made "Inactive" in FYI
• Microsoft 365 account has not linked up with FYI
• Another login is still in effect

You have entered an incorrect email address

Solution
If you have entered a valid Microsoft 365 account, but not the one you intended:

1. Click Close.
2. Close all browsers and log in to FYI again using the correct email address.
   Ensure that you are prompted to Sign in to Microsoft Office.

Not my work Microsoft Account - Another login is still in effect

If this is not your work Microsoft account, you, or anyone else using that computer, has logged in to Microsoft Office with a personal login and this is still in effect.

Click Not my work Microsoft account. You can then click Learn More to display help. Refer to Why I am being logged in as a different user?.

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Incorrect Email is being picked up

If it is not picking up the correct email address required to login, it may be using an old Office email account that has been logged out, is inactive and not currently set up on your computer.

Solution
Your old email account may still be linked in your Settings.

1. Go to Settings on your computer.
2. Select Accounts.
3. Select Access work or school.
4. Check which account is connected.
5. If there is an account still connected that should not be, select it and click Disconnect.

Different Practice and Office Logins

If you have a different email address that you use in Xero Practice Manager and for Microsoft 365, FYI allows for an Email Alias, (that is, the Microsoft 365 email address) to be used as an alternate to the Xero Practice Manager email address. 

1. Click Different Practice and Office Logins.
   The following displays.
2. Click the here link next to the prompt "This can be done using FYI's secure Magic Link".
   
   Refer to Logging into FYI with an Email Alias set up using Magic Link.
   
   

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That Email looks Correct - The user you are logging in as has been made "Inactive" in FYI

if the email address entered is correct, this indicates that in FYI you are set as an "Inactive" user.

Solution
An FYI administrator needs to check your user profile to see if it has made "Inactive" and change it to "Active". Refer to Making a User Active or Inactive in Managing Users.

Clicking That email looks correct displays the following.

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Microsoft 365 account has not linked up with FYI

You use the same email address for both your Microsoft 365 account and Xero Practice Manager account, but it does not seem to link up.

Cause
This can occur if there is a delay in the sync from Xero Practice Manager to FYI. FYI uses the Xero Practice Manager user database as the source for the users in FYI. If there is a delay in this sync, this delays the user being created in FYI.

Solution
Wait a while for the sync to happen and try again. If you still cannot log in, please contact the FYI Support Team at support@fyidocs.com so they can check the synchronisation between Xero Practice Manager and FYI for you.

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