Why am I being logged in as a different user?

Issue

Outlook signed me in as a different user.
Or, when I sign out and sign back in, it automatically logs in to that different user, not giving me a chance to choose another account.

Causes

This could be caused by one of the following. See below for the solution for each of these.

Another login is still in effect

You, or anyone else using that computer, has logged in to Microsoft 365 with another login and this is still in effect.

Solution

  1. Log out from Microsoft 365. You can display this by going to office.com and see if you are already logged in.

  2. Close all browsers and log in to FYI again.
    Ensure that you are prompted to Sign in to Microsoft 365.

   Return to Causes

Microsoft 365 credentials for the other user are saved in your browser

For your convenience, Microsoft 365 has a feature "Stay signed in?" where your credentials can be saved within your browser and you will not be prompted to enter your password when logging in and FYI will open automatically.

362_Login_Stay_signed_in.gif

If you have clicked Yes at this point, you will no longer be given the option to pick an account and you will be automatically logged in to FYI.

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

Solution
To re-display the option of selecting your correct Microsoft 365 account, follow these steps:

  • In your browser, open a new tab and navigate to https://www.office.com/
  • From your profile in the top right-hand corner, log out of Microsoft 365.
  • Navigate to https://go.fyi.app/ 
  • From your profile in the top right-hand corner, logout of FYI
  • Login back into FYI using the correct Microsoft 365 credentials

   Return to Causes

A different Outlook Email Address has been added or set up as an Email Alias for your FYI login

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

Solution

  • Contact your FYI Admin and have them remove your Email Alias from your User profile in FYI. Or
    Contact FYI Customer Support to have the Email Alias removed from your User profile.

  • For practices integrated with Xero Practice Manager, if you need to login to FYI with an Email Alias, this needs to be linked to the Xero Practice Manager login email address using the Magic Link. Refer to Logging into FYI with an Email Alias set up using Magic Link.

Refer to How to Login to Multiple FYI Accounts.

   Return to Causes

You have added a Microsoft Account to your Windows profile

If you have added a Microsoft Account to your Windows profile, this may be causing an automatic login using an incorrect email.

Solution

  1. Open Windows Settings.
  2. Click on Accounts.
  3. Click on Email & accounts.
  4. Under the "Accounts used by other apps" section, select the Microsoft account that you want to delete.
  5. Click the Remove button.

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

   Return to Causes

Mac OSX - Outlook or the device has cached the other user's login credentials

If you are trying to sign into FYI and it's using another user's login credentials, either Outlook or the device may have cached the other 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.
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