Forum Discussion

Azco's avatar
Azco
Cover User
2 years ago

error sending quotes and invoices

Hi,

 

I  have always been using MYOB Essentials but i think it has automaticcaly rolled me over to MYOB Business Pro

I am having a lot of trouble since the start of this financial year with quotes and invoices being sent to customers. I have attached an exmple of an invoice that has been sent through MYOB Business Pro. this is happening randomly with invoices and quotes. there is no pattern. some customers get a correct invoice or quote and other customers get the attached blank screen with red and black lines on it. this is making our business look very unprofessional and causing both us and our customers a lot of headaches. i often have to download the invoice or quote in PDF form and manually send it on. i have called support 6 times on different occasions and lost a lot of time which i dont have, trying to have this resolved. every time i have been told that they dont know why this is happening. i have been told to use the address app.myob.com and this will fix the problem but hasnt helped. i have been told to make my logo smaller and the file size is already so small you can hardly see the logo. the problem persists. this is not acceptable and is really making me cross. if it isnt resolved i will be cancelling my subscription and going elsewhere. how can a big software company not be able to troubleshoot the cause of this and have it fixed? can somebody please contact me and sort this out

thank you

Aaron

4 Replies

  • Shoaib1's avatar
    Shoaib1
    MYOB Staff
    2 years ago

    Hi Aaron,

     

    I apologise that you're seeing this error. It seems this error appears on the PDFs where the file sizes on logos are too large. While we work on fixing this error, can I please enquire about the steps you've taken to address the logo?

     

    I realise you've said you've already made your logo smaller. But can I confirm whether you've changed your logo size in the Brand Settings tab in business settings page or the Templates tab in the Sales Settings page?

     

    You want to make the changes in your template file that lives in the Templates tab inside your Sales Settings page, which are found when you click on your business name from the top right. The template file in this tab is what is used to generate your quote and invoice PDFs.

     

    Changes to logo size in the brand settings tab in the business settings page do not impact your quotes and invoice PDFs, it will impact any payslips that your business would generate for its employees.

    • Azco's avatar
      Azco
      Cover User
      2 years ago

       

      Thank you for your response. The file size of my logo file is 452kb when uploaded and the logo is really small on my invoice and quote pages. It says that the file size needs to be less than 2MB which it is smaller by a lot.

      if i make the logo smaller in the templates tab in the sales settings you can hardly see the logo.

      I have already been through this with a few people on the phone. If it is the logo size that is causing the problem, I don’t understand how the invoices and quotes sometimes send and sometimes don’t. if the logo size was the issue wouldn’t they not send at all?

    • Azco's avatar
      Azco
      Cover User
      2 years ago

      Hi.

      This problem still has not been resolved and i have not had a reply to my last post

      just in case you missed it here it is again

       

       
       
       

      2 weeks ago

       

      Thank you for your response. The file size of my logo file is 452kb when uploaded and the logo is really small on my invoice and quote pages. It says that the file size needs to be less than 2MB which it is smaller by a lot.

      if i make the logo smaller in the templates tab in the sales settings you can hardly see the logo.

      I have already been through this with a few people on the phone. If it is the logo size that is causing the problem, I don’t understand how the invoices and quotes sometimes send and sometimes don’t. if the logo size was the issue wouldn’t they not send at all?

       
      • Shoaib1's avatar
        Shoaib1
        MYOB Staff
        2 years ago

        hi Azco ,

         

        Apologies for not getting back to you earlier, I was working with the team to debug the issue. Can I please ask you to create a new template in the sales settings page (see screenshots below) and add in your updated and resized logo. 

         

        This might mitigate the issue of your invoices sporadically not being sent out. 

         

        Please let me know how you go with this.

         

        Thanks again for your patience, I can imagine how frustrating this would be for you. Please bear with us while we help resolve this issue.

         

        Shoaib

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