This guide provides a step-by-step troubleshooting checklist for resolving common user access issues for Smart Workpapers (SWP). Whether you're encountering problems with user setup or facing error messages, this article will help you address them.
General User Setup Checks:-
1- Check Firm Adequately Registered for Smart Workpaper licenses:
Visit Central at https://my.businessfitness.com.au/central/firms
Search by firm name.
Verify the number of Smart Workpaper user licenses in the Subscriptions section.
2- Check User Setup:
A) Scroll down and Click on "View All users" under the Owners section of your firm.
Click into the relevant User's profile,
i) Confirm the user's email is listed with correct spelling
ii) Check User is not marked as inactive
ii) Click into user. Scroll down and make sure user is ticked for Smart workpapers.
B) Check User's Status.
Once in the firm in https://my.businessfitness.com.au/central/firms
Scroll down and click View All users under the Owners section of this firm.
i) Check the user status shows as
account verified.
ii) If status shows as
Invite Expired, then click into the user and select Resend Invite under the Status column
C) Check User Sync and Firm Sync.
In the same user’s profile page, select 'Product Versions' tab along the top right and click the 'Sync' button at the top right of the popup window. This is especially needed if you see any markings in red indicating sync fails.
Take Note of any failures by clicking the View Failures button.
Likewise, repeat this process on the Firm's page, by clicking on Sync Monitoring > Request Audit Sync. Address any Internal Sync Failures accordingly.
Common SWP User Access Troubleshooting Scenarios:-
1) User has not received their invitation:
- Check firm and user setup per General User Setup Checks
- Ensure user’s invite is not expired, resend invite if this is the case
- Ef you are unable to see the user at all linked to the firm, advise the owner or admin of the firm to send invite after logging into: https://workpapers.businessfitness.com.au/admin/manage-firms/users
- Check sendgrid > activity > search for the email to see if has been sent from our side. If the email has failed to send, click into the email line item and navigate to the blocks/bounces suppressions list and see if the email is listed there. Request release from that suppression group from a sendgrid administrator where applicable.
- Ask user to check their junk/trash/all mail folders and to whitelist our @businessfitness.com.au domain if they are still not receiving the invite
- Users should follow this help article to look for the invitation email and accept it:
Setting up your Smart Workpapers Account
2) You are not subscribed to the Connected Workpapers product:
- Check that they are logging into the correct website: https://workpapers.businessfitness.com.au/
- Check General User Setup Checks
** If all users in the firm are getting this error, See solution article:
SWP - Error: "You are not subscribed to the Connected Workpapers product"
3) “Sorry, unable to find this page. Go back and try again or Navigate to the Home Page”
- Check that they are logging into the correct website: https://workpapers.businessfitness.com.au/
- Check General User Setup Checks
- Check if they can log into identity as a test
- Ensure windows time is in sync.
- Attempt signing into different browsers
- Clear cache/Use incognito mode
- Check console logs are any errors if issue persists
Additional Resources:-
For 2FA resets: 2FA Reset
Common Identity scenarios: SWP BFIdentity - Internal Article