Why can't I add new staff to Microsoft 365?

[beckyppsg]

When I try to add a staff,  Microsoft 365 says the link is invalid and I have to force to get to the new staff login.  There it says the password (which hasn't been created) is invalid.  When I click "reset password", we never get an email.  As a result, we are in a constant loop of deleting staff, adding staff and sending invite, invite not working, reset password not working and I can't create a new employee account for our store.  What is the missing step?  Thanks,

[Mac]

Hi, @beckyppsg!

Thanks for reaching out in our Community forums and for sharing your concern.

While I have not seen any reports of this, I'd be happy to take a closer look. You mentioned that you are receiving an invalid link error when trying to add a staff member to your store. Are you able to send a screenshot of this error so that I can attempt to replicate? 

Since it seems as though you are following all of the correct steps to add a staff member, it is very possible that the constant loop may be caused by a local error. Here are a few troubleshooting steps that you can try:

• Clear your cache and cookies on your browser. After this, completely reboot the browser.
• Try a different web browser to rule out any browser issues. 
• Try another device, like another computer or mobile phone.
• Try another internet connection (switching to a cellular network on a phone rather than wifi, for example)
• Ensure you do not have any firewalls or pop up blockers enabled on the device as these can interfere. 

If these steps do not solve the problem, feel free to reach out to our support team directly here and our team can take a closer look. 

If there is anything else I can help you with, please let me know.

[beckyppsg]

We still can't add staff.  Now when we send the invite Chrome says the connection is not private and won't advance to Shopify.  I have deleted and re-invited this staff person probably 20 times in the last two days and neither of us, on 4 different computers, can create an account.

[Mac]

Hi again, @beckyppsg!

Thank you for the update. 

Since we have not received reports of this issue occurring to our merchants when adding a staff account, I'd like to try a few more troubleshooting steps as this is likely caused due to your web browser, WiFi network, or operating system. Kindly ensure that you are using an updated operating system and browser. (Windows 98 prior to SP 3 is not supported by default, anything below MacOS 10.12.1 (like El Capitan) is not supported as well.

If you are still having issues once updated, try another internet connection (switching to a cellular network on a phone rather than wifi, for example) and ensure you do not have any firewalls or pop up blockers enabled on the device as these can interfere. 

Once these steps are complete, we’d be happy to continue assisting you through live chat, email, or callback. Kindly make a note of the device model, year, and current version, browsers tried and browser versions used. Then, visit our Help Center and log in to your account to create a support request.

Feel free to reply back to this thread with any questions or updates and we can continue our conversation further!