Plan: Not Available: Intermediate Available: Pro or Elite
Users: Not Available: All users Available: FYI Admins or User Group permissions
Practice Management Source: Available: All sources
Issue
When adding a recipient to a client's Sharing Settings in FYI, an error similar to the following is displayed:
- "There was an error adding (email address) to Collaborate."
Additional information is displayed after the error message to help identify the cause. Review the causes below for the relevant resolution.
Cause
This issue is typically caused by one of the following:
Cross-tenant access settings block the invitation
"This invitation is blocked by cross-tenant access settings. Admins in both your organization and the invited user's organization must configure cross-tenant access settings to allow the invitation."
This error indicates that cross-tenant access settings need to be reviewed for your organisation and the recipient's organisation.
Solution
- Ask your Microsoft 365 administrator to review the cross-tenant access settings for your organisation.
- The recipient may also need to ask their Microsoft 365 administrator to review the settings for their organisation.
- If the cross-tenant settings can't be changed, ask the recipient to provide another email address to use with Collaborate.
Group email address isn't supported
"Please configure B2B collaboration settings correctly and troubleshoot first. Error from Entra BRB: At least one invitation failed. Error: ResponseStatusNotOK, message: Group email address is not supported."
This error indicates that the email address provided by the recipient belongs to a Microsoft 365 distribution group or distribution list and can't be invited to Microsoft 365.
Solution
Ask the recipient to provide another email address to use with Collaborate.
Historical Guest User accounts in Microsoft Entra
Your practice may have historical Guest User accounts in Microsoft Entra with the same name or a similar domain, for example, client.frank.marshall@hotmail.com and client.frank.marshall@hotmail.com.au. FYI may not be able to identify and correctly invite the account when it's added to Sharing Settings.
Solution
Ask the recipient to provide another email address to use with Collaborate.
Email address contains special characters
The email address added in Sharing Settings contains special characters, such as apostrophes.
Solution
- Ask the recipient to provide another email address that doesn't contain special characters.
- Remove the current email address from Sharing Settings, then add the new email address.