Hi, We currently have online access to MYOB Accountright & go directly in under separate emails , with no password requested. When i do a backup, it opens with the normally page under administrator, however now asks for a password to open it? No-one knows if there is a password? Please advise how i can get a backup to open? Thanks
Hi TanyaBennett,
Thanks for reaching out! Sounds like you've hit one of those annoying "mystery password" moments. We've all been there. Sometimes, while backing up, someone might accidentally set a password without realising it. Here's a link with more info on this: Back up your company file.
The best way to get this sorted is to reach out to our live chat support through our virtual assistant, MOCA, or submit a case via My Account. They can further look into this and check the backup file.
Regards,
Sai
Hi, live chat just advised to go to My Account. I there are numerous members who have administrator access, does the original administrator/email have to be the one to go to My Account. We have tried logging in and selecting forgot password > redid a password, however the backup still wont open when entering that password. The email/staff whom changed it still couldn't get it to open?
Hi TanyaBennett,
Thanks for explaining what's been happening. I can see why that'd be doing your head in. Just a quick thing to note, the login password for your MYOB access is different from the password for the company file itself. Resetting the email/login password won't update the file password, which is why the backup still won't open even after the reset. So when you reach out to our support team, make sure you call out clearly that the issue is with the company file password not the user/email access password. That'll help them get you to the right place faster. Submit a support request via My Account with those details included, and the team can take it from there.
Regards,
Sai
