About manager linking and unlinking errors

Manager accounts have a set of limitations when it comes to linking. If you encounter an error message while attempting to link or unlink your accounts, then you have most likely run into one of the linking limitations described in this article.

Linking Error Causes

  1. The account is already linked to a manager in the same hierarchy
  2. Manager accounts with a shared client account can’t be part of the same hierarchy
  3. You have reached the limit of 1 manager directly managing another manager
  4. You have reached the limit of 5 manager levels
  5. You have reached the limit of 5 managers managing 1 client account
  6. You have reached the maximum number of accounts
  7. You have reached the maximum number of pending invitations
  8. The account doesn’t have any administrative users or owners besides this manager account
  9. You need ownership of this account to perform this action
  10. You need administrative access to perform this action

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Manager account Client account Error Acceptable Supported link Unsupported link

1. The account is already linked to a manager in the same hierarchy

*Error message: “Invitee is already managed by another manager in your hierarchy.”

An account can only be linked once within the same manager hierarchy. The example below illustrates this concept. In it, Manager 1 is linked to Manager 2 and a client account. Manager 2 cannot also be linked to the client account because two managers in the same hierarchy (in other words, two managers linked to one another) cannot be linked directly to the same client account.

If you don’t see another manager account in your hierarchy that’s linked to the client account, it’s possible that the other manager account is above the manager account you’re logged in to.

Solution:

If you have access to Manager 1, log in to Manager 1 and navigate to your “Sub-Account Settings” page. Select the client account that you’d like to link to Manager 2 and select Edit and then Change Manager. In the box that appears, select Manager 2.

If you don’t have access to Manager 1, then you will need to get in contact with an administrator of the manager account linked above yours.

*Error messages are subject to updates and may change over time.

2. Manager accounts with a shared client account can’t be part of the same hierarchy

*Error message: “The client would be linked more than once in a hierarchy.”

An account can only be linked once within the same manager hierarchy. In the example below, Manager 1 and Manager 2 are both linked to the same client account. In this situation, Manager 1 cannot be linked to Manager 2 because it would cause the client account to be linked directly to two managers in the same hierarchy (in other words, two managers linked to one another).

Solution:

To link Manager 1 and Manager 2, you must first unlink Manager 1 and Client 1.

*Error messages are subject to updates and may change over time.

3. You have reached the limit of 1 manager directly managing another manager

*Error message: “You have reached the maximum number of managers.”

A manager account can only have 1 manager linked directly above it.
Note that this limit only applies to manager accounts. A client account can have up to 5 managers linked directly to it. 

Solution:

If Manager 2 is already linked to Manager 3 and you want to link Manager 1 to Manager 3, you need to link Manager 1 above Manager 2 or unlink Manager 2 from Manager 3.

*Error messages are subject to updates and may change over time.

4. You have reached the limit of 5 manager levels

*Error message: “Linking invitee would exceed the maximum number of allowable sub-manager levels.”

Manager structures can only be 5 levels deep, which means that you can only have 5 managers on top of each other in your manager account structure.

If you receive this error message and you see fewer than 5 manager levels in the hierarchy, then there are likely additional manager accounts above your top-level manager account that you cannot see because you lack access.

Solution: 

Link your new manager account at least one level above the fifth manager account in the hierarchy or unlink one or more existing managers in the hierarchy.

*Error messages are subject to updates and may change over time.

5. You have reached the limit of 5 managers managing 1 client account

*Error message: “You have reached the maximum number of managers.”

Client accounts can only have up to 5 manager accounts linked directly to them.

Solution:

Link your new manager account to one of the existing manager accounts or unlink one of the existing manager accounts before linking your new manager account.

*Error messages are subject to updates and may change over time.

6. You have reached the maximum number of accounts

*Error message: “You have the maximum number of accounts.”

Each manager account has a maximum account limit, which is the maximum number of client accounts your manager account can be linked to at any given time. If you receive an error stating that you’ve reached the maximum number of allowable accounts, then linking an additional account will cause you to exceed your maximum account limit.

Solution:

In order to bring your manager account under the account limit, you must cancel some accounts or unlink accounts from your manager account.

*Error messages are subject to updates and may change over time.

7. You have reached the maximum number of pending invitations

*Error message: “You have reached the maximum number of pending invitations.”

The maximum number of pending invitations is 20. You can see your pending invitations in your manager account under Settings > Sub-account settings. If your manager account already has 20 pending invitations, then you cannot invite additional client accounts.

Solution:

To reduce the number of pending invitations, you can ask administrative users on the requested accounts to approve the linking invites or you can revoke the invites if they are no longer needed.

*Error messages are subject to updates and may change over time.

8. The account doesn't have any administrative users or owners besides this manager account

*Error message: “Each account must have either a user with administrative access or a manager account with administrative ownership.”

Accounts can’t be left without any administrators, otherwise there will be no one to manage the account in the future.

Solution:

Add a user with administrative access to the client account or transfer ownership to a different manager account.

*Error messages are subject to updates and may change over time.

9. You need ownership of this account to perform this action

*Error message: “You don't have permission to perform this action. Only Administrative owners or users who have administrative access to this account can do this change.”

In order to perform critical account management actions in client accounts, such as unlinking other manager accounts and accepting link requests, your manager account must have ownership of the client account and you as a user must have administrative access to the manager account. Learn more.

Solution:

If you need ownership of a client account, the current owner manager will need to transfer ownership to your manager account. If the client account does not currently have an owner manager, the client account must grant ownership to your account.

10. You need administrative access to perform this action

*Error message: “You need administrative access to perform this action.”

In order to perform critical account management tasks such as sending link requests, accepting link requests, and removing users, you must have administrative access to your account. Additionally, if you are a user on a manager account attempting to make critical changes to a client account, your manager account must have ownership of that account.

Solution:

Ask a user with administrative access to your account to make the change or ask them to increase your access level to “Administrative” so that you can make the change.

*Error messages are subject to updates and may change over time.

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