"Error creating email. Microsoft rejected your authentication" when sharing a document with the client via New Collaborate

Plan: Not Available: Intermediate Available: Pro or Elite

Users: Not Available: All users Available: FYI Admins or User Group permissions

Practice Management Source: Available: All sources

Issue

When sharing a document with a client using New Collaborate the following error is displayed:

"Error creating email. Microsoft rejected your authentication. Please log out and log back in again. If this error persists, please check your Status in My Settings".

Cause

There is a problem with the OneDrive Admin account used to configure and manage New Collaborate.

Solution

To resolve the issue, you will need to do the following:

  1. Check which user is the OneDrive Admin account. Refer to Link your OneDrive Admin Account for New Collaborate.
  2. Confirm the user is licensed for Microsoft 365 with OneDrive with at least the Microsoft Business Basics plan.
  3. Ensure the User Account is Active. Refer to Managing Users.
  4. Ensure the user has logged into FYI at least once.

For more information on setting up New Collaborate refer to Guide to Configuring New Collaborate.

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