FYI logs in as a different user

Another Microsoft 365 account is still logged in on the computer.

Solution

1. Log out of Microsoft 365. You can check whether you're already logged in by going to office.com.
2. Close all browsers and log in to FYI again.
3. Ensure you're prompted to sign in to Microsoft 365.

For your convenience, Microsoft 365 has a "Stay signed in?" feature that can save your credentials in your browser. When your credentials are saved, you aren't prompted to enter your password, and FYI opens automatically.

If you select Yes at this point, you're no longer given the option to choose an account, and FYI logs you in automatically.

This can cause issues if the saved credentials are no longer correct.

Solution
To display the option to select the correct Microsoft 365 account again, follow these steps:

1. In your browser, open a new tab and navigate to https://www.office.com.
2. From your profile in the top right-hand corner, log out of Microsoft 365.
3. Navigate to https://go.fyi.app.
4. From your profile in the top right-hand corner, log out of FYI.
5. Log in to FYI again using the correct Microsoft 365 credentials.

If your FYI login has been set up with a different Outlook email address as the "Email Alias" (for example, your personal email address), you're logged in using that email address.

Solution

1. Contact your FYI Admin and ask them to remove the Email Alias from your user profile in FYI. Alternatively, contact FYI Customer Support to have the Email Alias removed from your user profile.
2. For practices integrated with Xero Practice Manager, if you need to log in to FYI with an Email Alias, it needs to be linked to the Xero Practice Manager login email address using the Magic Link. 

Refer to How to Log in to Multiple FYI Accounts.

If you've added a Microsoft account to your Windows profile, this may cause an automatic login using an incorrect email address.

Solution

1. Open Windows Settings.
2. Select Accounts.
3. Select Email & accounts.
4. Under "Accounts used by other apps", select the Microsoft account you want to remove.

5. Select Remove.

6. After completing these steps, restart your computer to completely remove your Microsoft account information from your device.

If you're trying to log in to FYI and it's using another user's login credentials, Outlook or the device may have cached that user's login details.

Solution

You may need to speak to your IT administrator to complete the following steps.

1. Remove the email accounts from Outlook.
2. Uninstall Outlook.
3. Reinstall Outlook.
4. Log in using the correct user account.