AccountRight Emails for statements not being sent.

Hello I tried 10 statements at a time and out of 140 statements only 50 appeared as sent. I need this working as customers do not pay unless they receive their statements.

Hi Antz72,

I really appreciate the effort of checking your internet speed to make sure there is no problem with it. It is concerning that the issue with sending statements happened before and after the update of AccountRight. It's great that you tried sending statements in smaller batches, like 20. If not all statements are being sent, even if it's 20 emails per batch, I highly recommend sending like 10–15 emails per batch. I like making it a little smaller to see if it will send all the statements included. On the other hand, if it still persists, feel free to engage with MOCA through myob.com/support for any queries or assistance you might need. Don't worry if MOCA can't provide the help you need; you will be routed to our live chat team, who will pick you up from where MOCA left off.

Best regards,

Doreen

Good afternoon Antz72 - we are also experiencing the same issue.

Have you heard any more regarding this issue.

Hi SimonNeal

I see that you're also experiencing the same issue. If not all are being sent, even when it's just 20 per batch, you might want to try reducing the batch size to around 10–15 emails. This could help ensure all statements are sent. If the issue continues, don't hesitate to reach out to MOCA via myob.com/support. If MOCA can't resolve the issue, our live chat team will be there to assist you further. Keep me posted on how it goes! 

Kind regards,

Shella

OK thank you. 

I tried all their suggestions. First try lots of 20 and that did not work. Then tried groups of 10 and it sent about 9. After every attempt I kept pushing it back to MYOB. After several weeks it corrected and there was no explanation given. I still don't know if it was something on my side or a technical error in MYOB.

As we know with MYOB, customers can have only one email for both invoices and statements.

I have one customer who receives every invoice sent but the statement is never received. I have tried to send both via desk top and on-line versions. Any suggestions?

Why do users never get a helpful answer? :)

Hi Pauline23

It looks like there's an issue with the customer receiving statements but not invoices. This is unusual, as MYOB uses the same email for both invoices and statements. I suggest checking if the statements are being marked as spam or getting blocked by the customer's email server. If the issue persists, I recommend requesting support via my account at myob.com. If MOCA can't help, you'll be automatically directed to our live chat team. They have more tools at their disposal to diagnose and resolve such issues. Let me know if you have other queries!

Kind regards,
Shella

Because MYOB don't have an answer!  It's so frustrating.  A number of months ago I had the same problem.  I sent my 100 plus customers their statement and it wasn't until I received a phone call from a customer asking for their statement did I realise very few were sent.  I contacted MYOB and they suggested I send in lots of 10.  Well, that's not an answer to the problem - its just a quick fix.

Unfortunately, this has happened to me again today.  I sent all my customers their statement on 1/8/24 and well over half didn't receive it, but I didn't find out until today.  It's not good enough.  MYOB is supposed to work!!!  We pay good money for our subscription and I shouldn't need to "double check" MYOB is working properly!