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Invoices from 1 supplier not in In Tray

DaniGW

I receive invoices to my Outlook email and forward them to our MYOB In Tray.

In the last few days, emails from 1 supplier only are not showing in the In Tray. They show in my Sent items in outlook.

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profixp2020

Still not resolved. This was the last communication I received on 18/9/25:

Thank you for submitting your support request, Case #02533345. We understand this issue remains unresolved related to a known issue with In Tray Emailing. We have escalated your concerns to the specialized team responsible for these matters. A member from this team will update you regarding this concern as we have associated it with the known issue.

Vector

My invoices only appear in my tray if I delete all the body of the invoice and then send.

I have spoken to MYOB and the response I got was.,

We are aware of the problem, and we have our technical team on it. There is no resolution yet.

Apart from my call - I have not received anything more.

JL23

Has this been resolved for anyone? I am getting no replies from MYOB and when i follow up i get generic solutions that are not applicable. They also seem incapable of admitting it is an issue for other users as well.

profixp2020

I have also lodged a support ticket today and can see that several people have done this over the last few weeks but still nothing resolved as far as I can see?

MMChatGAH

Experiencing the same issue, and it’s escalating—last week it was one supplier, now three. Support’s suggestion to “for now you can drag and drop” isn’t workable. I deal with hundreds of emails weekly and have no way of knowing which supplier's invoices aren’t forwarding. Dragging and dropping 100+ invoices a week is impossible. This has been going on for over a week—urgent resolution is needed.

DaniGW

Hi Vector and MelCabs

I have discovered this morning that if I delete the body of the email before forwarding, so leave just the pdf attachment, it will show up in the In Tray.

Hope this may work for you.

Vector

I have just spoken to the tech support as I was not happy with the response times.

I have been told that moving forward - when sending your invoice to the tray - you need to delete the body of the invoice first including the signatures and then send the invoice. I have tried this twice and it appears to be working. Good luck.

profixp2020

I have been having the same issue over the last few days. I forward all of my invoices from my emails to MYOB so I know it works. As an example today I have sent 10 invoices to my in tray but for some reason only 5 appear in the actual in tray. I have also noticed that on the command screen it is showing that there are 5 "In Tray Documents" but as said above there is nothing actually in my intray.

Vector

I lodged a ticket yesterday - waiting.

Vector

Drag and drop not happening - also now it is intermittent with sending. I am now having to save the invoice and then forward it in a separate email.

DaniGW

Mel-Cabs,

Can you drag and drop the attachment from Outlook to the In tray?

That is what I have been doing. But it's not ideal.

Dani

Princess_R

Hi Mel_Cabs,

You shouldn’t have to deal with this kind of hassle, and we genuinely appreciate how patient you’ve been while working this out. It’s honestly a bit weird, and we can't quite tell what's stopping those invoices from getting to your In Tray without looking into it a bit more. Since this has been going on for a few weeks now, it’d be awesome if you could reach out to our team directly, so we can test a few things on both ends to figure out what’s going on.

Cheers,

MYOB

Mel_Cabs

I have the same issue. They have been sent in outlook but do not receive in the Myob In Tray. I manually have to save the pdf and import via "add documents" or copy and paste the pdf into a separate email and send it. I've realised when reconciling the latest statements that this has been happening for a few weeks now as I am missing invoices that have been sent to Myob already.

I've sent 10 invoice this morning and only 1 made it through to the MYOB in tray.

Princess_R

Hi @DaniGW and @Vector,

A bit strange. If you’re seeing invoices show up in your sent items but they’re not landing in your In Tray, there’s something our team should take a look at. The best way for us to get to the bottom of it is for you to reach out directly, either by jumping onto live chat with MOCA (our virtual assistant) or by sending us a support ticket through MyAccount. We’ll dig into it and figure out what’s going on for you.

Cheers,

Princess

Vector

Over the last 2 days - we are having the same issue. I have forwarded - but they are not appearing in the in tray.

DaniGW

I can forward those invoices to other email addresses without issue.