Can't open online company file when upgrading to 2026.7 from this afternoon

Hi Song,

Thanks for the screenshot and sorry for the wait time on phone. If My Library still shows version 2026.6 after the file returns to Active, the upgrade may not have completed. I’d avoid repeatedly clicking Upgrade for now and try this:

• Close AccountRight completely, reopen it, then go to Help > About MYOB AccountRight to confirm the software is on version 2026.7.
• If the file still shows 2026.6 and asks to upgrade again, aside from phone, you can also reach out to our support team via Contact Us. Include the screenshot, company file name or serial number, the AccountRight version shown under About, and when the upgrade attempts occurred. 

You can also review Opening a file in a newer version of AccountRight for more info.

Cheers,

Doreen

Hi Song,

Sorry you’re still unable to access your company file, especially when you need to keep invoices moving. We’ve followed up on your request, and the file repair is now with the relevant team. They’ll provide an update as soon as the repaired file is ready, so please keep an eye on your email, including your spam or junk folder, for their message. 

Cheers,

Doreen

Thank you Doreen Doreen_P​ , I will contact support team on Monday.

Here is an update on our situation. 

I lodged a support request on Friday 21 August, Case#03305798. I just received an email from MYOB Team that -  "Your case has been sitting in a resolved state for a few days, and as we haven’t heard back from you, we’ve assumed there are no further questions related to this request and have now closed the case".

I called technical support line on Monday 24 August, I spent more than two hours with a staff, she was helpful, but back and forth many times with "analytical"  team, couldn't solve the problem. She gave me a new case#03306466 with MYOB Data Services.

I am still waiting for response from MYOB. 

Meantime, luckily, we have a third desktop computer at a different location that we can access online file in 2026.6 version. 

Good morning

I need help Doreen_P​. Case#03306466, serial number 6160xxxx0925. 

From yesterday, we couldn't access the company file in 2026.6 on the third device. I was prompted to upgrade, the same problem happened. 

The email from your Data Services team on 24 August saying "While we are investigating your issue you can continue to use your online file" , but this is not the case. 

We need to use the file on a daily basis and issue invoices to customers. 

Please help Doreen_P​, see if you can talk to your data team. We need to be able to access the company file urgently. Thank you in advance.

Thank you Doreen_P​,  we look forward to hearing from the team. 

Hi Doreen_P​ 

We haven't heard from MYOB yet, but I was able to open the company file from yesterday, in 2026.6. No prompt for upgrading, we can use the file as usual, good enough for now. 

I think I just need to be patient to wait for MYOB Data Services team to fix the problem and has our file successfully upgraded to 2026.7. And hopefully the same issues won't happen again with future updates. 

I appreciate your help Doreen_P​ .