How do I change the email address for an FYI user synchronised via Practice Sync?

Changes to a user's email address must be made in the connected practice management software. The email address cannot be changed directly in FYI.

If your practice uses FYI for Practice Management and does not have practice management software connected, contact FYI Support. The steps below do not apply.

Before you begin

Review the requirements for updating user email addresses in your practice management software and synchronising the changes to FYI:

• Xero Practice Manager (XPM) - Refer to How do I change the email address associated with an FYI user?. If a change made in XPM does not update as expected, raise the issue with Xero Support.
• APS - Refer to the Users section in Synchronising clients, matters and users with APS (Australia and New Zealand only).
• CCH Central - Refer to the Users section in Synchronising clients, users and jobs with CCH Central (United Kingdom only).
• IRIS - Refer to the Users section in Synchronising clients, jobs and users with IRIS (United Kingdom only).
• MYOB Practice Management (formerly GreatSoft) - Refer to the Users section in Synchronising clients, users, jobs and tax returns with MYOB Practice Management (formerly GreatSoft).
• MYOB AE - Refer to the Users section in Synchronising clients, users and jobs with MYOB AE/AO (Australia and New Zealand only).

Step 1 - Confirm the current email address matches

Before updating the email address, confirm that the user in FYI matches the user in the practice management software.

1. Open Practice Settings > General > Users. Refer to Managing users.
2. Confirm the email address currently set for the user in FYI.
3. Compare the email address with the email address set for the user in the practice management software.
4. If the user does not exist, or an email address is not set for the user in the practice management software, continue to Step 2.
5. If the email addresses in FYI and the practice management software match, continue to Step 3.

Step 2 - Match the user in the practice management software

If the user does not exist, or does not have an email address set in the practice management software, they may have been created directly in FYI. Match the user before updating their email address.

1. Set the user's current FYI email address against the user in the practice management software.
2. Allow the changes to synchronise to FYI. For most practice management sources, synchronisation runs every 15 minutes.
3. In Practice Activity, confirm that Users: 1 synced is displayed when the synchronisation finishes.
4. Continue to Step 3.

For practices using XPM, request a manual synchronisation or allow the changes to synchronise overnight.

If the user does not synchronise to FYI, stop and contact FYI Support before continuing.

Step 3 - Update the email address in the practice management software

1. Update the user's email address in the practice management software.
2. Allow the changes to synchronise to FYI. For most practice management sources, synchronisation runs every 15 minutes.
3. In Practice Activity, confirm that Users: 1 synced is displayed when the synchronisation finishes.
4. The user must log out of FYI and log back in using the updated email address.

For practices using XPM, request a manual synchronisation or allow the changes to synchronise overnight.

If the updated email address does not synchronise to FYI, contact FYI Support for assistance.