---
title: "Exact inactive user for Administrators - Payhawk Help Center"
slug: "the-user-in-your-exact-online-account-is-inactive-verify-user-access-before-trying-an-expense-export"
description: "Fix the user in your Exact Online account is inactive error: reconnect the Payhawk integration with an active Exact Online user, then export the expense again."
updated: 2026-10-27T15:09:57Z
published: 2026-10-27T15:09:57Z
canonical: "payhawk.com/the-user-in-your-exact-online-account-is-inactive-verify-user-access-before-trying-an-expense-export"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://payhawk.com/help/llms.txt
> Use this file to discover all available pages before exploring further.

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

## Error message

```plaintext
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](https://portal.payhawk.com), 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.

> [!TIP]
> 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.