Reinstate a phone help line!

[BexR]

Please have a help line in New Zealand to help us fix update issues in real time!!!

My customers are getting an error message when trying to view their invoices and nobody is helping me fix this issue!!!

[Doreen_P]

Hi, @BexR 

Thanks for your post.

We are sorry to hear that your concern is not resolved in real-time. We will continue to strive harder to provide a seamless experience to our customers. We truly appreciate your patience and understanding regarding this matter.

With your concern, please confirm what was the error message received when your customers tried to view their invoices. Kindly attach a screenshot of the error so we can further investigate it on our end. Make sure to remove sensitive information before posting in the Forum.

Also, kindly try to send the invoice to your personal email to see if the error will persist.

Please don't hesitate to reach out if you require any further assistance.

Best regards,

Doreen

[Doreen_P]

Hi, @BexR 

In addition to the information I have provided above, kindly check the following details below:

• Refresh the Page, start by refreshing the page or reopening MYOB and attempting to access the online portal again
• Clear Browser Cache and Cookies, clear your browser's cache and cookies, as stored data can sometimes cause conflicts. After clearing the cache, close and reopen your browser, then try to access the portal again.
• Try a Different Browser, if the issue persists, try accessing the portal using a different web browser. This can help determine if the problem is browser-specific.
• Check your Internet Connection, ensure you have a stable and active internet connection. A weak or interrupted connection can lead to errors when accessing online services.
• Disable Browser Extensions, some browser extensions or add-ons can interfere with web page functionality. Disable any extensions that may be causing conflicts and retry accessing the portal.
• Verify the Invoice Link, Double-check the invoice link you received in your email. Ensure that the URL starts with "https://" and matches the official MYOB website.
• Security Software, Check if any security software or firewall settings on your computer are blocking access to the MYOB portal. Adjust your security settings as needed.
• Alternative Access,  if accessing the portal directly from the invoice link is problematic, consider accessing the MYOB portal by signing in directly to your MYOB account (if available). Once logged in, you may be able to find and view the invoice from your account dashboard.

The steps provided above should help us diagnose and resolve the issue.

We hope to hear from you soon.

Best regards,

Doreen

[BexR]

Not good enough. You know full well the error message that is recieved.

It doesn't matter where or how the invoiced is viewed the message appears. 

[Doreen_P]

Hi, @BexR 

Thank you for your response.

If the error message you received says, "This is awkward", this happens when there is an invalid character in the invoice number and a missing country on the linked customer card. To correct the situation, kindly remove the invalid characters from the invoice number as it should be numeric only. Also, please ensure that the customer card has a country set.

Please let us know how it goes. We are delighted to assist you.

Best regards,

Doreen

[Doreen_P]

Hi, @BexR 

Kindly let us know if you require any further assistance with your concern. Please don't hesitate to reach out to us. We are happy to assist you.

If my response has answered your enquiry please click "Accept as Solution" to assist other users in finding this information.

Best regards,

Doreen