A sales channel can only be connected to one Link My Books account at a time (you can have multiple additional users with access to it, but it can only be connected once).
Therefore if you try to connect up a channel which is already connected on Link My Books, this won't complete and you will receive an error message like this:
Often this can happen if you log in with a different email address login than the one you set up Link My Books with, and then try connecting the channel again after not seeing your channel connected as expected. Please log in with your original email login to view your account already connected.
Or perhaps you have already set up your Link My Books account but now want your accountant to have your sales channel on their account and so are trying to connect up again under their invitation, or vice versa. Please contact the support team so that we can migrate your account over for you.
⚠️ Accountants: client can't remember which email they originally used?
If you sent your client a reconnection link and they are hitting the duplicate-account error but neither of you can recall which email login the channel was originally connected under, work through the following before contacting support:
Confirm your client used the original Complete Setup Now button from your invitation email rather than signing up independently on the Link My Books website. If they signed up independently, the channel will be on their separate account, see How to connect your sales channels when invited by an accountant for the migration option.
Ask your client to try each of the available login routes on the Link My Books sign-in page (Sign in with Google, Sign in with Xero, Sign in with Intuit, Sign in with email) using each of the email addresses they might have used when first connecting. Their original Link My Books account will surface under one of those combinations.
Once they log in successfully, they will be able to see the existing sales channel connection. From there you can either ask them to add you as an additional user (Option B in the accountant guide), or contact support to migrate the channel across to your accountant account (Option A).
If your client still cannot identify which account the channel is registered under after trying all SSO/email combinations, contact our support team and include the duplicate-account reference number from the error message and the marketplace seller ID. We can identify which account it is connected to from our side.
There may be another reason you are trying to connect up again. Please contact support for assistance, providing further detail and the reference number given in the 'duplicate account' error message.
If you still need assistance, please email [email protected] and attach the screenshot of the error you have receive, which should have your Amazon Seller ID visible.