Forum Discussion

theresa1's avatar
theresa1
Contributing User
12 hours ago

Account Right Plus - Uploading an offline file online

My main file is already online.  I have 5 additional files that need to be put online.  I have purchased 5 separate subscriptions through MYOB for Account Right Plus.   The migration team sent back all files to be uploaded online.  I was only able to upload 1 file.  When I tried to upload the other files, this is the message I keep getting.

 

 

I am at my wits' end trying to figure out what the problem is.  Unfortunately, when I log a support call, they don't call back; this is so frustrating.  Nobody at MYOB seems to want to help; one department refers you to another & nothing gets resolved. However, they take your money very quickly.  Has anyone else had this issue or received this message when trying to upload an offline file online?  

 

Can someone help?

2 Replies

  • Genreve_S's avatar
    Genreve_S
    MYOB Moderator
    11 hours ago

    Hi theresa1, 

    I can see why you’re at your wits' end, especially after only one file has been uploaded and you haven’t received a call back.

     

    This message usually means the file doesn’t have an online subscription or file slot linked to it. Each company file needs its own slot, so support will need to check that your five subscriptions are linked to the correct files.

     

    Please check that:

    • the file is activated
    • its serial number matches the subscription
    • you’re signed in as the file owner or an online administrator
    • you’re using Upload an offline file or File > Go Online > Upload this file

    If the message still appears, it's best to follow up on your support request via email. We know wait times are longer than usual right now because support volumes are high, so thanks for your patience while the team works through requests.

     

    Regards,
    Genreve

  • theresa1's avatar
    theresa1
    Contributing User
    10 hours ago

    Hi Genreve,

     

    How can I check the serial number when I cannot open the file?  Support can't access the serial numbers for the files.   I am currently on the line with support & they are stumped!!!!

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