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How to resolve email Invitation Issues for new users

Created on  | Last modified on 

Summary

The system isn't sending an email invitation to the new user or the new user can't sign in for Sage Accounting.

Resolution

Verify the email address

  1. Go to Settings.
  2. Select User management.
  3. Verify that the email address is correct.
    • If the email address is correct, click the user and select Resend invitation
    •  If the email address is incorrect, click the trash bin icon, delete the user, and click Invite User
 Try an alternative email address

CAUTION: The system can block the email if you enter an address from your own domain. 

  1. Follow the process outlined in Step 1 again, but select a different domain, such as Gmail, Yahoo, or Outlook.
  2. If the email doesn't appear, contact your network administrator to check your domain settings.
  3. If the new user still hasn’t received the invitation, contact the Accounting Team for more support.

User received the invitation email, but can't sign in

  1. The user clicks the activation link from the invitation email and the system opens a log-in page.
  2. The system doesn't ask the user to create their own password, so the user can't sign in.
  3. This usually happens because the owner and invited user use the same device, which saves the account owner's data in the browser.
  4. Clear your history, cookies, caches, and passwords on the frequently used browser, and try to open the activation email again.
  5. Open the activation email from an incognito/private mode browser window
  6. Open the activation email from a different browser.
  7. Open the activation email from a different device.

User receives error "Validation failed: Business has already been taken, A business owner must have full access" 

  1. The user clicks the activation link from the email and the system opens an error message.
  2. This usually happens because the owner accepted the user invitation using the same device or browser, which saves the account owner's account.
    • You can't log into multiple accounts within the same browser
  3. Open the activation email from a different browser.
  4. Open the activation email from an incognito/private mode browser window.