Attachments missing

[seqtt]

My subscription is current. I need a copy of a Bill dated 13/06/2023 to support a faulty goods return. When I locate the Bill in the Purchase Register, it clearly indicates a file is attached, but when I drill into Attachments there's nothing there. On investigation, any bill posted prior to the lock period (30/06/2023) is missing a support document. I have tried inactivating the Lock Period with no success. How can we be compliant if we can't produce our 7 years of historical purchase records?Document missingPdf attached icon displayed

@Alana1  posted a similar issue in January 2023 but that's now closed.

[Earl_HD]

Hi @seqtt,

Thank you so much for your post and my apologies for the late response. This seems to be a display glitch. Could you please clear AccountRight cache and verify if the attachments then appear in the register?

Please do let me know how you go on this.
Regards,
Earl

[seqtt]

Hi @Earl_HD ,

Thanks for your reply. When I follow the link you provided and expanded the steps, it only displays up to Step 4 - Open the MYOB folder. I can't scroll down to see the additional steps

[seqtt]

Ok, @Earl_HD , so I Googled clearing the Account Right cache and found all your Steps 1-8, followed it and deleted all files from the Cache folder. Closed, then signed out of AccountRight before signing in and re-opening the company file, but the problem remains.  

[seqtt]

@Earl_HD after reading other posts, could a change in serial number of the company file be interefering here?

We created a new subscription and migrated data to support an anticipated sale of the company, active from 01/07/2023 on. After the sale fell through, we continued with the new subscription and inactivated the original. 

Attachments to Bills posted and paid prior to 30/06/2023 are missing. Attachments can be viewed for any Bill closed after 01/07/2023, even if they were posted before the end of financial year.  

[Earl_HD]

Hi @seqtt,

Thank you for your comprehensive response. I recommend responding to the email you received from our migration team. Please provide details about the missing attachments, and our team will thoroughly review the situation for you.

Please do let me know how you go on this.
Regards,
Earl

[seqtt]

Hi @Earl_HD 

I did as you suggested and emailed the Data Migration team on 08/02/2024.

I am yet to receive either a response or even an acknowledged receipt of the support request.

The original email had been deleted so I couldn't reply to the original thread, but I had recorded the Data Migration Case # and quoted that in the email Subject. Have I sent the request to the correct department? Email attached.

Regards,

Amanda

[Earl_HD]

Hi @seqtt,

Thank you for providing such a thorough response, and I apologize for the delay in getting back to you. I can confirm that you have indeed sent the email to the correct department. In the meantime, feel free to post again if you have further queries and one of us will be happy to assist you.

Regards,
Earl