HELP! User not given access to our organization in NXT

Lori Hagest

Hi users - If anyone could please help, I would greatly appreciate it. I have been trying to add a new user to our NXT. I have created her account and she has accepted and gets to the home page. HOWEVER, the “pancakes” are not showing up and it says that she is not linked to our organization (even though she can see all of our users).

We have spent over 4 hours on hold with support. We have an existing case number and even thought I have been able to speak to them twice, no help. I have sent multiple screenshots to support with no assistance. All I keep being told is to basically wait for her to accept the invite. which she has done multiple times.

Has this happened to anyone else? Thank you!

Crystal Bruce

@Lori Hagest Hi! You posted this in the community feedback forum. I can move it to the correct product community, just need to clarify which NXT you are referring to: Raiser's Edge NXT or Financial Edge NXT. Thanks!

Faith Murray

@Lori Hagest
This is probably a redundant question, but have you created her record in database view and given her permissions there yet? A user can have access to NXT but won't have access to any of the work tabs or the database unless they also have user rights in DB view.

Lori Hagest

@Faith Murray
HI - yes, we've given all of those permissions. So it's a mystery for sure.

Lori Hagest

@Crystal Bruce
Thanks! I tried to add it to the Raiser's Edge NXT board and it wasn't an option for me. So I appreciate you moving it over. ?

Crystal Bruce

@Lori Hagest discussion moved to the Raiser's Edge NXT community. Thanks!

Christine Robertson

@Lori Hagest I don't have an answer, but this sounds very similar to a support case one of my clients has open with BB.

Devan Bessinger

@Lori Hagest Yes! This happened to us this week too with a new employee! I double & triple-checked all of the configuration for the user, and everything was set up exactly the way it needed to be. She had accepted her invited and could log into blackbaud.com but had no access to applications once she was in, and it told her she wasn't associated with an org. On my end, the only thing I could see was that her BBID status was still showing as “Invitation Sent” instead of “Active.” I assumed there was something glitchy going on, so I selected the option to “Cancel Invitation.” I got an error message that said I couldn't cancel it. I tried the option to “Resend Invitation” and got the same error that I couldn't resend. I then contacted support, and as they were looking into it, the user was GONE. According to them, if you cancel an invitation before it's been accepted, the system just deletes the user altogether. Considering I deliberately did not click on “Delete User,” I was pretty shocked and not very happy. They said this is behaving as designed. I did not accept that answer and asked for the ticket to be escalated. I'm supposed to speak with someone on the phone about this tomorrow. In the end, I had to just set this employee up all over again a second time.

Lori Hagest

@Devan Caton So frustrating! For me too it also said that they had not accepted the invite and had. Thank you for the explanation as I didn't understand why it then deleted her user when I resent and she was just gone!

Our saga goes on as she was able to just get NXT access without database view. I sent another message to our support case and magically this morning she is able to get in. I have no clue what changed and for now she's in.

I'm glad that you were able to able to get your ticket escalated and hope you get some answers. Sending you good vibes!!!

Dan Snyder

@Lori Hagest and @Devan Caton I had a user this happened too as well. We cleared cache and cookies, etc. and they were able to login in incognito mode, but not non-incognito mode. Support had me inactivate and reactivate the user and she seems to be able to access everything fine currently.

The odd part is that I had done that when this issue popped up when they started at the end of August. And, to add to the weirdness, there have been 4 other new employees and they have not had any issues. A mix of PC and Mac so can't blame it on that either.