The user in your Exact Online account is inactive. Verify user access before trying an expense export.

Error message

The user in your Exact Online account is inactive. Please verify user access before trying an expense export.

Affected ERP integrations

• Exact Online

Cause

This error occurs when the user account that was originally used to establish the connection between Payhawk and Exact Online has since been deleted or deactivated in Exact Online. Although the existing access token may not yet be expired, any requests Payhawk makes to Exact Online using that token will receive a 403 Forbidden response, thus blocking all export operations. This connection cannot be automatically restored from Payhawk's end and requires manual action.

Solution

To resolve this issue:

1. Log in to your Exact Online account.

2. Navigate to Master Data > Users.

3. Verify whether the user that was used to connect the Payhawk integration is still listed and active in the account. If the user is no longer present or has been deactivated:

   1. In the Payhawk Web Portal, navigate to Settings > Integrations > Exact Online. Click on its three-dot menu and select Disconnect.

   2. Reconnect the integration using a valid and active user from the authorised users in your Exact Online account.

   3. Attempt to export the expense again.

To prevent this issue in the future, ensure that the user account used to connect the Payhawk integration remains active in Exact Online. If that user needs to be removed, reconnect the Payhawk integration with another authorised user beforehand.