1. FYI
  2. Troubleshooting
  3. Getting Started

Features

"No active user for ..." when logging into FYI

Issue

I can't log in to FYI, and instead get a message similar to the following:

  • "No active user for ..." (with an email address)
    1411_No_Active_User.gif
  • "No active user for..." (without an email address)
    2714_No_Active_User_No_Email.png

Causes

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

Date/Time or Region Settings are Incorrect or Daylight Savings has taken effect

The "No active user" message can be displayed if you have a date or time or region setting incorrect on your computer, or daylight savings has taken effect. 

This can cause an issue displaying documents in FYI and when you log out, the "No active user" message may display.

Refer to Incorrect date/time or region settings is causing incorrect date format, errors when logging in, opening documents or cannot view clients/documents.

   Return to Causes

You have entered an incorrect email address

Solution
If you have entered a valid Microsoft 365 account, but not the one you intended:

  1. Click Close.
  2. Close all browsers and log in to FYI again using the correct email address.
    Ensure that you are prompted to Sign in to Microsoft 365.

Not my work Microsoft Account - Another login is still in effect

If this is not your work Microsoft account, you, or anyone else using that computer, has logged in to Microsoft 365 with a personal login and this is still in effect.

Click Not my work Microsoft account. You can then click Learn More to display help. Refer to Why I am being logged in as a different user?

 

1413_No_Active_User_after_Not_my_Work_Account.gif

   Return to Causes

Incorrect Email is being picked up

If it is not picking up the correct email address required to log in, it may be using an old Office email account that has been logged out, is inactive and is not currently set up on your computer.

Solution
Your old email account may still be linked in your Settings.

  1. Go to Settings on your computer.
  2. Select Accounts.
  3. Select Access work or school.
  4. Check which account is connected.
  5. If there is an account still connected that should not be, select it and click Disconnect.

Different Practice and Microsoft 365 Logins

If you have a different email address that you use in your practice management software and for Microsoft 365, FYI allows for an Email Alias, (that is, the Microsoft 365 email address) to be used as an alternate to the practice management software email address. 

  1. Click Different Practice and Office Logins.
    The following displays.
  2. Click the here link next to the prompt "This can be done using FYI's secure Magic Link".

    Refer to Logging into FYI with an Email Alias set up using Magic Link.

    1414_No_Active_User_Different_practice_and_office_logins.gif

   Return to Causes

That Email looks Correct - The user you are logging in as has been made "Inactive" in FYI

If the email address entered is correct, this indicates that in FYI you are set as an "Inactive" user.

Solution
An FYI Admin needs to check your user profile to see if it has been made "Inactive" and change it to "Active". Refer to Restoring Inactive Users.

Clicking That email looks correct displays the following.

1412_No_Active_User_after_That_email_looks_correct.gif

   Return to Causes

Microsoft 365 account has not linked up with FYI

You use the same email address for both your Microsoft 365 account and your practice management software account, but it does not seem to link up.

Cause
This can occur if there is a delay in the sync from your practice management software to FYI. FYI uses your practice management software user database as the source for the users in FYI. If there is a delay in this sync, this delays the user being created in FYI.

Solution
Wait a while for the sync to happen and try again. If you still cannot log in, please contact the FYI Support Team at support@fyi.app so they can check the synchronisation between your practice management software and FYI for you.

   Return to Causes

An FYI Admin has Changed or Removed the Alias in your FYI User Profile

An FYI Admin may have changed or removed the Alias held for your account in your FYI User Profile.

Solution

  1. Log in as an FYI Admin and go to Practice Settings - General - Users (refer to Managing Users).
  2. Select the relevant user to display the User Profile.
  3. Confirm that the email address is the one the user is attempting to log in with.
  4. Expand the Activity section in the drawer.
  5. Check if the Alias for the user has been changed or removed.
  6. The user then needs to add the Alias back into their account. Refer to Logging into FYI with an Email Alias set up using Magic Link.

You previously signed up for a Trial but did not use the account

If you previously signed up for a trial with that email address but did not proceed to use the account, as the user was not used we would have removed it. But your web browser may have cached the old sign-up page and this has caused the issue.

Please contact the FYI Support Team at support@fyi.app so they can manually add your user as an Admin user to get you up and running.

When this has been set up, you will then need to do the following:

  1. Log in to FYI at https://go.fyi.app/
  2. Check the version of the FYI web app that you are running.
    Refer to Checking the latest version of the FYI web app.
  3. If you are not running the latest version as advised by the FYI Support Team, refresh the webpage. Refer to Reload/Refresh - Windows or Reload/Refresh - Mac in Additions and changes made to FYI settings, practice settings, views, templates are missing or not showing.

  4. For practices integrated with Xero Practice Manager, connect to Xero Practice Manager. Refer to Resetting your connection between FYI and Xero Practice Manager.

Our engineering team will also connect the manually added user to your practice management software user. Until this connection is made you will not see the manually created user assigned to any Jobs or Clients assigned.

   Return to Causes

Network needs to be restarted

If the issue still remains there may be an issue with your network.

To troubleshoot the issue, try either of the following:

  • Connect to a different network (for example the home or office network)
  • Hot-spotting a device to connect to FYI

If the issue is resolved after changing the network you will need to restart your network. For an office network, you should discuss this with your IT administrator. If at home this can be done by rebooting your modem. 

MYOB Email Address needs to be added/updated

If you have integrated with MYOB AE, the email address used for employees is synchronised from the employee's personal email address. If this field is blank, it can affect the FYI account and prevent the user from logging in.

To resolve the issue, ensure that employees have an email address recorded in MYOB AE in the employee record "Personal" tab. This address should match the email in FYI for the user.

Refer to the MYOB article Editing employee details.

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