AR Classic v19 not Confirming even with the old confirmation tool

Hi Liz_A,

If the self-service confirmation option doesn't work, please connect with our live chat agents through our virtual assistant, MOCA. Ensure that you have all your complete account information handy so our team can activate or confirm the files manually if needed.

Cheers,

Princess

Hi Princess_R 

MOCA won't help me because it is an old product. I have a Perpetual licence for all of my files and I believe MYOB is trying to coerce me into taking out a subscription so please ensure my SN is returned to perpetual licence status so that I can continue to use my files.

Regards

Liz

Hi Princess_R 

I have lodged a support request and have been dealing with Sarah in NZ. She looked up my files and found that a number showed as cancelled even though I haven't cancelled any. She cannot determine why these are cancelled and even after reinstating these and giving me a Confirmation Code they still won't confirm. I have tried using the tool for confirming old files and it generates a code but the files still don't confirm. Some of my other files confirm normally so MYOB needs to fix the problem at their end. 

Regards

Liz

Hi Princess_R 

I have just been able to confirm my files but still have no idea why MYOB cancelled a number of these without explanation in the first place. 

Regards

Liz

Hi Liz_A,

I'm happy to hear you've managed to confirm your files! Regarding the cancellation issue, I'm not sure why that happened, but I'm hopeful our support team can dive deeper into it for you. 

Cheers,

Princess