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For practices integrated with Xero Practice Manager (XPM), emails may not auto-file if an internal FYI user has been added as a Client or as a Client Contact using their work email address.
This can occur where the internal user also uses the practice for their personal tax returns, is associated with the Client as a Contact, or where testing was previously completed in FYI or Xero Practice Manager (XPM).
Even when Include in AutoFile is enabled, emails will not auto-file while the internal user's work email address is linked to the Client or Contact record.
To resolve this issue:
- If the FYI user is also set up as a Client, update the email address in the Client record in Xero Practice Manager (XPM) to use their personal email address instead of their work email address.
- If the FYI user has been added as a Contact, remove the Contact from Xero Practice Manager (XPM), then add the Contact again using their personal email address.
Note: Changing the internal user's email address or updating the Contact will only apply to future emails.