Accountright and invoices now missing logo when emailing

Hi Karadoc,

Thank you for your post.

I'm sorry to learn that you're having issues with your invoices. Could we try to troubleshoot by clearing the AccountRight cache and sending the invoice to your personal email to see if the issue persists? Could you please confirm if it's the logo only that is not showing or if it's the whole invoice details? Does this happen too in the AccountRight browser version?

Upon checking, there's been no reported incident regarding this issue. However, I'll consult with the relevant team to figure out the possible cause of this.

Please let me know how you go along and if you require further assistance with this. I'd be delighted to check further on this issue.

Cheers,

Princess

Hi ,

Yes it is all pre set information on the invoice, i will try to clear the cache first and see how it goes, they print ok but not email.

Hi Karadoc,

Thank you for the update. Please feel free to come back after you've cleared the cache. Let me know how you go along and if you require any further assistance with this. I'd be delighted to assist you.

Cheers,

Princess

Hi,

Cleared the cache and tried to email again form was still without logo's etc.

tried to emai from Web browser the form is still blank, however i can print from both and form is correct.

Any further idea's?

Thanks for your help with this.

Hi,

Just realised that the Cache i cleared may not be correct as the instructions did not take me to the place it said it would , i am using windows and it just took me to a instuctions page no the file folder with accountright folder. how do i find it with windows?

Hi Karadoc,

In this matter, kindly recreate the template and use it as the default for your invoice. Then email it again to your personal email to see and check if the issue still happens with the new template.

Regarding clearing the AccountRight cache, please confirm that you were able to follow the steps provided on this link. Were you able to reach step 4 which is to open the MYOB folder? As it should be the same in your windows.

Please let me know how you go along and if you require any further assistance with this. I'm happy to help.

Cheers,

Princess

Hi Princess,

I have re created the invoice and sent to my private email, it still comes through with no logo.

I was not able to clear the Cache as the instructions did not take me to the areas it says, i am using windows 11  if that helps?

Hi Karadoc,

Thank you for your response.

Here are the steps to clear your AccountRight cache:

1. Click the Windows button + R.
2. Type in %localappdata%/myob and click okay.
3. From the folders, open AccountRight > Current > Cache.
4. Delete all files in this folder.

If this doesn't work, then we'll need to try and check your MYOB software version and the logo sizes. 

Could you please include a screenshot of your emailed invoice (not displaying the logo) and another screenshot of the new created template with the logo on it? Please remove any sensitive information before posting it to the Community forum.

Cheers,

Princess

Hi Karadoc,

I hope you've had a good day! I would just like to follow up regarding your concern about the missing logo when emailing to see if the workaround I've offered has helped you resolve the issue. If you're still encountering issues with the invoice logo, please let me know. I'm here to help you further and ensure that I've addressed your concerns.

Cheers,

Princess