A client is trying to access the practice's Collaborate site, however, they encounter the following error:
"That didn't work. We're sorry, but (email) can't be found in the (URL) directory."
The guest user account has been deleted in the Microsoft Tenant, or the user is signing in with an account that not been invited to Collaborate, and therefore not a guest user in the Microsoft tenant.
To resolve the issue, you will need to:
- Run the New Collaborate Status Check and click "Fix" for any identified errors. Refer to Checking your New Collaborate Status
- Confirm the email address the user is logged in as. This can be found on the error message, or by logging into office.com and click on the initials in the top right-hand corner. If the user is logged in with an account that is not the account that was enabled for Collaborate, the user will need to log out, and log back in with the correct email address.
- If the user is still having difficulties, try logging in using an incognito/private browser by clicking Ctrl+Shift+N.
Note: If using multiple logins it's recommend to use different profiles on your device. Refer to Sign in and create multiple profiles in Microsoft Edge or Use Chrome with multiple profiles
If you continue to experience issues, please contact support.