Add a new Microsoft 365 user – IT Solver Support

When a new person starts in your business, you can make their Microsoft 365 account in the IT Solver dashboard. The dashboard makes the user, gives them a licence and shows a temporary password for their first sign-in. If you have no free licence, the dashboard can add one for you.

Before you start

You must be an Owner or IT manager of your business in the dashboard. See What each dashboard role can do.
Your Microsoft 365 must be connected to the dashboard. See Connect the dashboard to your Microsoft 365.
The domain for the new email address must be verified in Microsoft 365. If the People page shows Finish domain setup before creating mailboxes, wait until the domain is registered and verified. See Connect your domain to Microsoft 365 and switch your email.
If the People page shows Finish Microsoft setup, select Finish setup first. Password reset and handover do not work until this setup is complete. Microsoft then asks you to sign in. Use a Global Administrator account for your business. Follow the steps on the screen. If you do not have one, ask IT Solver.

Create the user

Sign in at dashboard.itsolver.net. You can also type the address into your browser.
In the sidebar, select Microsoft 365.
Select People.
Select Create user. The Add Microsoft 365 user dialog opens.
In Display name, type the full name of the person.
In Sign-in email, type the first part of the email address. Then select the domain.
In Licence type, select the licence for the person.
Read the message below Licence type. If you see Checking licence. Wait before you create the user., wait until it goes away.
Select Create user. If the dashboard must add a licence, the button shows Add licence and create user. See If no licence is free.
Keep the dialog open until you see User created. If you pay by bank transfer (invoice), see If no licence is free.

The message below Licence type tells you if a licence is free:

If it says that a licence is available, the dashboard assigns that licence. You do not need to buy another licence.
If it says that one licence will be added, the dashboard adds one more licence when you create the user.
If it says that a licence must be added before you can create this user, you cannot create the user with that licence. Select a different licence, or add licences first. See Buy, assign and reduce Microsoft 365 licences.
If it says The licence check failed. Close this dialog and open it again to retry., close the dialog and select Create user again.

If no licence is free

When all your licences of that type are in use, the dashboard can add one licence when it creates the user. The message below Licence type usually shows about how much it costs before you continue. The amount includes GST. If the message shows no amount, the charge shows on the invoice.

If you pay by card or direct debit: the message shows about how much is charged now, for the rest of the current billing period. If the message shows no amount, the charge shows on the invoice. Select Add licence and create user. The dashboard charges the amount, then makes the user.
If you pay by bank transfer (invoice): the message says that one licence will be added to a prorated invoice. Select Add licence and create user. The dialog shows Awaiting payment. Select Pay invoice and pay it. The dashboard makes the user and the licence after the invoice is paid. The dashboard checks the payment again every 30 seconds. To check now, select Refresh status. If it shows Invoice not ready, select Refresh status. You can close the dialog. The new user shows on the People page as Awaiting payment until the invoice is paid. Do not create the user again.

If the message says A licence purchase is already awaiting payment or processing., pay or finish that purchase first. Then try again.

If several people start at the same time, you can add the licences first and then create each user. To buy more licences, or to reduce them later, see Buy, assign and reduce Microsoft 365 licences.

When the user is created, the dialog shows User created with the sign-in email. Below it are the Display name, the Licence and the Temporary password.

If the licence shows a warning in place of assigned, do the steps in Give a licence to a user who has none.
If the dialog says the one-time password is no longer available, do the steps in If you lost the temporary password.

Make a record of the temporary password. The dashboard shows it one time only.
If the dialog shows Message to send, select Copy message. Paste the message into an email or chat to the person, or print it for their first day.
Select Done.

The person signs in at office.com with the sign-in email and the temporary password. Microsoft then asks them to make their own password.

Do not send the password to the new email address. The person cannot read it until they sign in.

If you lost the temporary password

Go to Microsoft 365 > People.
On the row of the user, select the user actions button (three dots).
Select Reset password.
Select They forgot it or need a new one.
Keep Ask user to change password on sign-in selected.
Optional: to choose the password yourself, select Set a specific password and type it in Password. It must have 8 or more characters.
Select Reset password.
The new password shows at the top of the page. Select the copy button next to it and keep a record of it.

Give a licence to a user who has none

Use this when the user already exists but has no licence.

Go to Microsoft 365 > People.
To see users without a licence, set Licence to Unlicenced users.
On the row of the user, select the user actions button (three dots).
Select Manage licences.
Find a licence that shows 1 or more licences available.
Select the check box next to the licence.
Wait until the status shows Verified. If it shows Microsoft change needs verification, wait, then select Check again. Do not assign the licence again.

If the licence shows 0 licences available, you cannot select it. Add a licence first. See Buy, assign and reduce Microsoft 365 licences.

Examples

A new receptionist starts on Monday

You hired a receptionist. You have one unused Microsoft 365 Business Standard licence from a person who left.

To fix it: do the steps in Create the user. Select Business Standard in Licence type. The message says a licence is available, so you do not pay more. Copy the message and give it to the receptionist on Monday.

All licences are in use

You want to add a new sales person, but every licence is assigned.

To fix it: do the steps in Create the user. Read the cost in the message, then select Add licence and create user. If you pay by bank transfer, select Pay invoice. The user is made after payment.

The new person cannot sign in on their first day

You created the user last week, but nobody kept the temporary password. The new person cannot sign in.

To fix it: do the steps in If you lost the temporary password. Give the new password to the person face to face or by phone. For other sign-in problems, see Help a staff member who cannot sign in to Microsoft 365.

A user can sign in but has no Outlook or Teams

A user was created without a licence. They can sign in, but Outlook and Teams do not work.

To fix it: do the steps in Give a licence to a user who has none. Microsoft can take some time to turn on the mailbox after you add the licence.

Still have a problem?

Include the name and email address of the new person, and the licence they need.

Questions? Email support@itsolver.net or phone 07 3123 6000.