Account Right Plus - Uploading an offline file online

Hi Mike,

Thank you for your email.  Yes, I did receive an email from Migration listing all 6 serial numbers.  Even after following the instructions they had sent me, I still encountered the same error message. I spent 2 hours on the phone with MYOB support yesterday troubleshooting. Instead of uploading the file online, I was advised to open the file first.  The file showed an error message that read " invalid fingerprint"; once MYOB cleared the message, I was then able to upload the file online & then open it.  I hope this helps someone else, as I can relate to the frustration. 

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

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!!!!

Hi theresa1​ , do you have an invoice from MYOB, or emails from migration, listing the 6 serial numbers? Do you have a case number? Quote it in your reply and ask moderators to request elevation.

I presume you have used the option to "upload an offline file".

This thread seems to be about similar problems:

AccountRight Plus active but “Subscription required” error for over a month | MYOB Community

Thanks theresa1​ , good to know what the problem was, and its solution.