"Could not find the document" or "Error loading documents"

You may be logged in to Microsoft 365 with a different account, such as a personal account instead of your business account. This prevents FYI from accessing the document.

Solution

1. In FYI, click Settings in the top right-hand corner.

2. Check the email address displayed under your name.

3. If the email address is incorrect, log out of Microsoft 365 completely. You can confirm your login status by going to office.com.
4. Close all browser windows. Microsoft 365 sessions remain active until all browsers are closed.
5. Reopen your browser and log in to FYI using your correct business Microsoft 365 account.

Note: If you need to use multiple Microsoft 365 accounts, set up separate browser profiles. Learn more in How can I log in to multiple FYI accounts?

If the error occurs when creating or opening a document from a template, the template or email signature may contain an issue. For example, formatting, embedded content, or merge fields may be incorrect.

Solution

1. Review the template or email signature carefully to identify any formatting issues, broken content, or incorrectly configured merge fields.
2. If merge fields are used, ensure they are formatted correctly, for example: {{ Client.Name }}.
3. If the issue cannot be identified, create a new template and copy the content from the original template into the new version.

For detailed troubleshooting steps, refer to:

• Why are Merge Fields in an Email Template or Signature not working correctly?
• Create and manage email templates
• Create templates for Word, Spreadsheet or Presentation