Sharing with external user not working

[erlingsa]

Hi,

I have shared a report with external users. This works fine, but one user does not have access to the shared app. She is able to log in to powerbi.com, but sees no apps available.

She has a Power BI pro licens and is invited through an ad hoc invite that is available when publishing the app. This user has an Office365 account with the similar address, but when I share the app with her the address I see is hername_herdomain.com#EXT#mydomain.com. This is different from the other users.

What am I doing wrong? I will be very grateful for help with this problem.

[Anonymous]

@erlingsa 

When you enter the email address of external users, their email address is always followed with EXT#yourdomain. This is not the probem. 

Make sure you ticked the options.

What is the pop up message when she tried to access the app?

Best regard

Paul Zheng

[erlingsa · Accepted solution]

Hi, 

I registered a support ticket and was followed up in a great way by customer support. They asked me to check with our IT admin. I did, and our admin suggested that our customer might not have accepted the invitation to view reports in our organization. We therefore sent out a new invitation, she accepted the invitation and that worked! 😊

Thank you both very much for your help!

[Greg_Deckler]

OK, is the email address that you are sharing with her Office 365 account email address? It always gets confusing with external users but generally when I see a user id like that it means that it is shared with something like a Live email address or something. You could check the Issues forum here:

https://community.powerbi.com/t5/Issues/idb-p/Issues

And if it is not there, then you could post it.

If you have Pro account you could try to open a support ticket. If you have a Pro account it is free. Go to https://support.powerbi.com. Scroll down and click "CREATE SUPPORT TICKET".