Forum Discussion

FFR's avatar
FFR
Experienced User
8 months ago

Multiple issues with Myob Business Pro + Closed Support request

I have just been upgraded to MYOB Business pro from Essentials and have had multiple issues, I was on the phone for nearly 6 hours on the 27/9, getting transferred to different people, waiting for so...
Celia_B's avatar
Celia_B
MYOB Moderator

HI FFR,

 

Thank you for your post and welcome to the Community Forum.

 

Thank you for flagging this to us and we apologize for the inconvenience you have experienced. We understand your frustration, and this is not an experience we want to provide for our customers. Since you have me, I will try to be of assistance to you. Please provide me with additional information about the problem so I can investigate the issue. 

 

I hope to hear from you soon. We are happy to assist. 

 

Kind Regards, 

Cel

 

FFR's avatar
FFR
Experienced User
8 months ago

This is the last 1, hopefully you can help with these, it would also be good to know why my support requests are being closed with no resolution or communication with me., thanks. 

Support status

Number
Subject
Date created
Last updated
Status
Requester
01468054
GST to pay figure on Dashboard incorrect
02/10/2023
09/10/2023
Action required
Debbie Lynch
Description
The GST to pay figure on the Dashboard shows $11149.52, however in the GST return report the figure is $9747.95, seems to be another glitch in the system.
  • Earl_HD's avatar
    Earl_HD
    MYOB Moderator
    8 months ago

    Hi FFR,

     

    We appreciate your prompt response and the update you've provided. We also extend our apologies for any inconvenience this may have caused. Now, regarding your concerns,

    • No confirmation pay slip has been emailed. In this case, the summary of customer statements is typically sent to the original sender. If you haven't received anything, please check your spam email.
    • Need to change the user type? By default, only users assigned the Administrator or Accountant/Bookkeeper role can adjust preferences. If the option is grayed out, please verify the email address used during login and ensure the correct role is assigned to your name.
    • Bank Balances not visible on the Dashboard. The new MYOB Essentials platform displays bank account balances for accounts with bank feeds. It shows both the Bank feed balance and the calculated balance. Other bank accounts won't be listed. To access balances for those, running the General Ledger detail report is recommended. For quick access, you can save it as a favorite report.
    • Purchases owing figure doesn't match unpaid bills. The unpaid bills report shows bills up to the selected date and should match the Accounts payable account on the Balance Sheet. If they differ, consider running the Payables reconciliation exceptions report from Reporting>>Exception dashboard to check for exceptions.
    • Can't change item account name? Once an item is set up, making changes is straightforward. Any modifications apply to future transactions. From the sales menu, select items, find the item you want to edit, make your changes, and save. Clearing your cache can also help resolve certain issues and optimize your device's performance.
    • Customer Payment (receive money report). When working with the Customer transactions report, filter the date range without changing the date from and to. Export it as a PDF for a better view with more report details.
    • Incorrect GST to pay figure on the Dashboard. The GST payable amount displayed on the dashboard can be misleading. It represents the GST collected this quarter minus the GST paid in this BAS quarter, not the total owed at the end of the last quarter. Clicking the GST to pay link will show the transactions that contribute to this amount.


    I hope I was able to  addressed all concerns. Should you require further assistance, don't hesitate to reach out again. We're here to help.

    Regards,
    Earl

     

    • FFR's avatar
      FFR
      Experienced User
      8 months ago

      Hi Earl,

       

      Thanks for your reply but no you haven't addressed most of my concerns!! my responses are below.

      • No confirmation pay slip has been emailed. In this case, the summary of customer statements is typically sent to the original sender. If you haven't received anything, please check your spam email. Your response is odd as you can clearly read that my issue is with "No longer receiving a copy of Employee payslips and there is no tick next to the Employee to note they have been emailed" and yet your reply relates to Customer Statements????? my staff advised yesterday they had not received their payslips and I had no way of knowing if they had been sent!!
      • Can't change item account name? Once an item is set up, making changes is straightforward. Any modifications apply to future transactions. From the sales menu, select items, find the item you want to edit, make your changes, and save. Clearing your cache can also help resolve certain issues and optimize your device's performance. Another odd response, I clearly state that while I am entering an item into a "Purchase Invoice" (Not sales) previously I could change the GL Account name for that item at the time (I am not looking to permanently change this) See Screenshot which shows Account is locked.Screenshot (2).png
      • Need to change the user type? By default, only users assigned the Administrator or Accountant/Bookkeeper role can adjust preferences. If the option is grayed out, please verify the email address used during login and ensure the correct role is assigned to your name. As mentioned I am the Owner and have full Administrator rights, the Email address is correct and yet the option to change the user type is grayed out??
      • Purchases owing figure doesn't match unpaid bills. The unpaid bills report shows bills up to the selected date and should match the Accounts payable account on the Balance Sheet. If they differ, consider running the Payables reconciliation exceptions report from Reporting>>Exception dashboard to check for exceptions. I have run the exception report and there are no exceptions and the figures don't match
      • Customer Payment (receive money report). When working with the Customer transactions report, filter the date range without changing the date from and to. Export it as a PDF for a better view with more report details. Your response does not help at all, as I mentioned there are transactions missing, where are they and how do i find them? 

      This is the 4th time I have reached out for support with all of these issues, I have Phoned and waited 6 hours, Chatted, created support requests through my account (requests were closed with no action or response) and now this Group and I still don't have any resolutions, clearly there are glitches in the system since the upgrade, I need someone to look into this for me and stop with the generic responses that don't relate to my issues!!

      • Earl_HD's avatar
        Earl_HD
        MYOB Moderator
        8 months ago

        Hi FFR,

        I'm sorry to hear about the difficulties you've encountered. I'd be more than happy to assist you with this. Could you please provide us with additional information about the issue you're facing?

        Looking forward to hearing from you soon!
        Thank you!
        Earl