Import data not updating

Question

I have had a problem with MYOB for a month now.

I export Customer cards no problem, in excell update the 'Item Price Level' for all to 0 to reflect Base Selling Price (some of our customers were 0, some 1, etc.) I then resave as a .txt file, and upload back into myob, replacing existing data. However when I check the customers, it has not changed/updated their Price Levels.

I have been on the phone with MYOB back in November for 6 hours .... no result.

So I thought I would leave it for a couple weeks then try again, which I did this morning. Still exactly the same problem. Then on the phone for total 3 hours, and after being transferred to a specialist in import/export, still no joy. We tried everything, including importing only 50 customer cards, using the web browser, turning off anti-virus etc. etc. but the data would not pull through to the cards. The import log says 'imported without errors' but the data does not update. She could not work out why it's not working either .... so now it's been escalated to the 'Gold team' who will call me to try and sort out. Has anyone got the same problem? I need to export/import lots of data to simplify updating info for bulk cutomers and items, eg. price lists, etc. but this is a nightmare ! It just doesn't work, and I have wasted so much time on this with no resolution ....

samaram · Answer

Hi&nbsp;SilvanaFCC&nbsp;
&nbsp;
Sorry to hear about your experience contacting our phone-based team. I've reported the issue with the import assistant not updating the Item Price Level when importing Customer Cards.
&nbsp;
I did some further testing and noticed that if attempting to update cards to&nbsp;Price Level A (or B-F), it does update the information, which might be a suitable workaround in the interim.
Please let me know if you have any further questions.

silvanafcc · Answer

Hi Samara,

I have tried everything; auto matching all items, selecting only some, importing only 50 items at a time instead of the huge list ..... doesn't matter. Will not pull through the updates. I have also sent in files before. Also I NEED to update all items to base selling price level, not A or higher. Base level price is correct, and our A-F are the incorrect prices.)

And when I ring through and finally get someone on the phone, it gets escalated to an expert in the Gold team to call me back. For some reason every time they call me back it goes straight to voicemail and I cannot answer MYOB calls. So 2 days pass and they then close the case .... very frustrating. I need to speak to an expert in Export/Import, how do I do it? I cannot get this resolved, can I call at a specific time to get through to someone on this. Call backs do not work for some reason even if I sit looking at my phone waiting for the call ... the calls go straight to my voicemail without allowing me to answer. Can you please help, as I need to get this fixed .....

gavin12345 · Answer

Hi&nbsp;SilvanaFCC&nbsp;&nbsp;Don't waste your time trying different things - AR2022.11 simply will not change the Price Level to Base Selling Price for a customer - it is a known 'minor' bug - which MYOB will fix eventually when they start to take 'minor' bugs seriously. From experience, don't hold your breathe.&nbsp;You would be better off accurately setting your Item Prices for the Level the Customers are set to use. However this too can be problematic if you have duplicate price matrix entries (another common 'minor' bug - however at least MYOB have a script that can fix this).&nbsp;I know a MYOB specialist who can set the Price Level to Base Selling Price using a different method. Send me a private message if you want contact details - there would be a fee for the work.&nbsp;RegardsGavin

samaram · Answer

Hi&nbsp;SilvanaFCC&nbsp;
&nbsp;
I have raised this to be investigated by our product specialist team. In the meantime, updating price levels for cards to&nbsp;Price Level A-F will still work as intended.
&nbsp;
We do apologise for the inconvenience caused in the meanwhile. 
&nbsp;
If my response has answered your enquiry please click "Accept as Solution" to assist other users find this information.

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Import data not updating

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