Issue Summary
This issue typically occurs when the account link for a portal user has not correctly synced from Weighsoft to the Web Portal.
Checks to Carry Out
1. Verify the User is Linked to an Account in Weighsoft
Go to Administration.
Click on Lookups.
Select Web Portal Users.
Find and select the user in question.
If the user’s Type is set to Standard, ensure an account is listed in the lower portion of the screen.
If no account is linked, follow the steps in the "Creating a New Web Portal user" article to add one.
2. Confirm the Account Exists in the Portal
Sometimes the account may not have fully synced to the portal, causing the link to fail.
To check and re-sync:
Log in to the portal as an Admin user.
Search for the account.
If the account does not appear, follow these steps:
Go to Administration.
Click on System Settings.
Select Web Portal on the left.
Scroll down to Functions.
Enter the account number in the box next to "Sync Account As Initialize".
Click the Sync button.
This will re-sync the account and correct the missing link.
Still Not Working?
If the issue persists after completing the above steps:
Please raise a support case.
Include the following details:
Portal username
Password the user was set up with
The account they should be linked to