FAQs
Check here for answers to frequently asked questions.
Getting Started
- What are the pre-requisites for FYI?
- What can I do in FYI during the 30-day trial?
- Is FYI cloud based?
- What happens when the trial period ends?
- Do I have to commit to a long-term contract?
- How do I know which plan is right for my practice?
Installation
- How much storage space for data do we have? Are there any limitations on document numbers or total size?
- How do I install FYI onto my computer?
- Do you import all our data, or is this just part of the data that is imported?
- Can we separate the work types by team?
- Does FYI have MS Office Add-ins for Mac OSX?
- How do we import our information from MYOB AO Document Manager and what is the cost involved?
Migration and Onboarding
- How does the ‘resolve unmatched clients’ routine work?
- Can I setup FYI with only Xero Tax, or do I need Xero Practice Manager?
- How to share a folder in Dropbox?
- How to share a SharePoint folder?
- How to share HandiSoft historical documents?
- How can we incorporate a partial migration into the trial?
Login
- Error "We could not find a user for your email" when logging in to FYI. Daylight Saving issue.
- I'm working from home and have a problem logging in, accessing documents or working with documents
- How to Login to Multiple FYI Accounts
- Why I am being logged in automatically as a different user?
- How can I correct login error due to Email Alias in User profile?
- When signing into Microsoft 365 I get "Sorry, another account from your organization is already signed in on this computer".
Practice-Wide Microsoft 365 Account
Access to FYI Features
Search and Retrieval
- What is the default number of documents displayed on a page and can I change this?
- Does FYI automatically clear the search criteria when you leave a screen?
- Does FYI support searching by 'starts with' as well as searching by 'contains'?
- Can I view clients’ documents in organised folders that reflect the cabinet filing structure?
- Is Client Group always an option when searching and filtering?
- How fast is the search, is there a time out, is there a cancel option when searching?
Edit and Delete
Emails and Documents
- Why does the Drawer in FYI not display as expected?
- How can we categorise emails and documents within a work type (for example invoices) that relate to different contractors?
- Can I save an email or document to multiple clients, but only have one instance of the email/document?
- Can I link to a file from a third party site?
- How can I confirm that an email or document is successfully marked as sent?
- How to prevent the message "Some files contain viruses that can be harmful to your computer. It is important..."
Preview and Full Screen View
Emails
- Why does clicking a link within an email in the Preview pane not work?
- Emails are not Filing Correctly
- In Outlook Online, the FYI add-in is not refreshing properly or filing details are not correctly pre-filled
- Now I am working from home, how do I file emails from the online version of Outlook?
- How can we use a Shared Mailbox?
- How does FYI handle emails with BCCs?
Email Attachments
- Error "Could not find attachments to save. Failed to verify user identity, please log out and back into FYI before trying again"
- I cannot access my attachments. They are not appearing in the attachments section of the FYI drawer.
- When updating a File Attachment name, why is this not saved?
- Can we file an email and include and save the attachments within the email, rather than filing each attachment as a separate item?
Documents
- Cannot create a document from templates within knowledge
- How do I update edited documents in Dashboard - My Edits?
- File showing as not filed in FYI drawer. Document contains an apostrophe (') in the title.
- Where does FYI pick up the Contact Name/Salutation/Addressee from when creating letters?
- Files do not open in the expected Desktop App when using Firefox
- Is there any sort of PDF creating and/or editing tool built into FYI?
In Tray
FYI Drawer in Outlook
FYI Drawer in Office
Excel
Syncing
OneDrive
- Summary of OneDrive Folders used in FYI
- Troubleshooting OneDrive for use with FYI
- Why are there documents in my OneDrive FYI - My Edits Folder but no documents in my Dashboard - My Edits?
- What to do if the FYI - My Edits folder in your OneDrive disappears
- How to share a folder in OneDrive?
- Why is my OneDrive FYI - Processed folder not showing?
Archived Clients
- Merging Clients where one has been Archived in Xero Practice Manager
- How to set an archived client as active in FYI?
- Does the integration with XPM bring across archived clients?
- What happens to the documents filed for a client if the client is archived in Xero Practice Manager?
- How can we save files to archived clients?
Office 365
Administration
Document Templates and Stationery
Email Templates and Signatures
Jobs
Virus Protection
Process Automations
Xero Practice Manager Integration
- How often are clients, jobs and staff synchronised from XPM?
- How often does the synchronisation of XPM clients and staff happen?
- How do I add and manage Users/Staff or change the name of a user in FYI?
- How do I add the 'Mobile number' for a Client in Xero Practice Manager?
- How do I add a Client, and add a Client to a Group?
- Is there an option to integrate with XPM Jobs and file documents at a job level?
Xero Ledger Integration
Third Party Integration
- Error "Error posting envelope to DocuSign. One or both of Username and Password are invalid. Invalid access token"
- Which Plan is Required for Adobe Sign and DocuSign to work with FYI?
- How to turn off NowInfinity notifications?
- How do I integrate with digital signatures? Is this built-in as part of FYI or do we connect with our existing licences?
- Types of Documents imported via NowInfinity Automations
- Error 'Invalid getting available companies' for the process BGL ASIC Statement & Resolution - Import & AutoFile
Other Integrations
- How can I edit Office documents without using OneDrive?
- How can we handle old Microsoft files such as .xls and .doc?
- Google Chrome Browser no longer offering to remember application link associations
- Can I automate the filing of ‘published’ reports in Xero Blue?
- We have documents saved in Practice Manager via Dropbox – is it possible to migrate these over to FYI?
- Is G Suite an option for emails and Google Drive?
Data, Archive, Bulk Export
- Where exactly are the emails and documents being saved to?
- Where is the data located? Is it part of Microsoft 365 or something else?
- How is our data backed up, how often and how can we retrieve it?
- Is there an archive ability for documents after a particular time, say seven years and is this global or refinable?
- Can I bulk export my documents including metadata if I want to leave FYI?
Security and Certification
- Where are the FYI servers hosted and are you compliant with privacy law?
- What redundancy measures do you have in place?
- Is there security available to limit staff access to a specific client, other than through user groups?
- Does FYI comply with privacy requirements including GDPR?
- Can access to FYI be IP locked to stop documents being downloaded onto non company computers?