Known issue (resolved): "Invalid username" message at MyStaffInfo website logon might relate to duplicate email addresses

The following issue has been identified and subsequently replicated by MYOB Exo Employer Services Support in the New Zealand release of Exo Payroll 2016.03 and Australian release of Exo Payroll 2016.02, when using the MyStaffInfo Management Console version 2016.01.

Issue

Support has confirmed that when logging on to the MyStaffInfo web-site, the message "You have entered either an invalid company ID, user name, or password" can sometimes relate to a duplicate email address.

Employee email addresses are used as unique identifiers at the site. Addresses are checked and duplicates normally rejected when adding Users and Payroll Users via the MSI Management console (within Exo Payroll).

A User and Payroll User with identical addresses but keyed with different capitalisation (say joe@myob.com and JOE@MYOB.COM) might not be detected by the checking process.

Result is that one logon will be blocked at the web site with a message "You have entered either an invalid company ID, user name, or password", despite keying correct logon details.

Workaround

Every MyStaffInfo "User" (ie Employee) and "Payroll User" within a Payroll Company must have a unique email address regardless of upper and lower case letters.

Resolution

This issue has been progressed through to Product Management via parent ticket 134859290787. Resolved in version 2016.04.

Need more help? You can open the online help by pressing F1 on your keyboard while in your software.

You can also find more help resources on the MYOB Exo Employer Services Education Centre for Australia or New Zealand.