Unable to access account

Question

Hi, My client has had errors coming up that wont let them access their account. They have not changed anything, however they are now getting the attached errors. In addition to this, VGA are users & in the Online Files home screen in Partner.MYOB we can see the entity, however when we go to manage online files, they do not appear?

MYOB Unable to connect.docx

Partner Access.docx

TanyaBennett · Answer

Yes it was used. I did some research and it said that we were invited as an administrator as a MYOB partner so we could nominate our staff to work on the file & it cant be removed, even once cancelled. If we only get the bookkeeper access does it still give the same options.  Thanks

TanyaBennett · Answer

Hi Thanks for the reply. VGA are Ok to still get into the account through the Partner, we just can't allocate another user in the firm. The main issue is that the errors are coming up on their end, so they don't have any access to their file? Are you indicating they need to contact their IT support? Thanks

Doreen_P · Answer

Hi @TanyaBennett,

Really appreciate you sharing the full situation with your client, especially with those random errors popping up, VGA listed as users and the entity showing in Partner.MYOB but disappearing in Manage Online Files. That mix usually comes down to either an unstable internet connection or a firewall quietly blocking AccountRight. It’d be good to have their IT person check the firewall settings and make sure the connection is solid. Once that’s all sorted, jump back into the dashboard to see if the entity shows up again. If not, you can reach out to our team on Live Chat via our virtual assistant, MOCA, or by submitting a support case via My Account. That way, they can check what seems to be going on with the file.

Cheers,

Doreen