Forum Discussion

Contributing User

2 days ago

Solved

Documents disappearing from IN TRAY

Why are my in tray documents disappearing? Currently using MYOB AccountRight on my PC. When I log into the WEB BROWSER file - there they are? Has happened that last couple of days.

Earl_HD
1 day ago
Hi Steve-Shakanda,

That does sound a bit odd. We’ve seen a similar issue where documents appear in the browser In Tray but not in the AccountRight desktop app.

One known cause is if there are password-protected PDF documents sitting in the In Tray that haven’t yet been linked to a transaction. When that happens, the desktop app may not display the In Tray correctly, even though the documents are still visible in the browser.

As a workaround, please try opening the In Tray in the browser and checking whether there are any password-protected PDFs waiting to be assigned. If there are, allocate them to their transactions in the browser first, then check the desktop app again.

If the issue continues after that, we’d recommend reaching out to our support team so they can investigate further with you. You can reach them on Live Chat via our virtual assistant, MOCA or by submitting a support case via MyAccount.

Regards,
Earl

Earl_HD

MYOB Moderator

1 day ago

Hi Steve-Shakanda,

That does sound a bit odd. We’ve seen a similar issue where documents appear in the browser In Tray but not in the AccountRight desktop app.

One known cause is if there are password-protected PDF documents sitting in the In Tray that haven’t yet been linked to a transaction. When that happens, the desktop app may not display the In Tray correctly, even though the documents are still visible in the browser.

As a workaround, please try opening the In Tray in the browser and checking whether there are any password-protected PDFs waiting to be assigned. If there are, allocate them to their transactions in the browser first, then check the desktop app again.

If the issue continues after that, we’d recommend reaching out to our support team so they can investigate further with you. You can reach them on Live Chat via our virtual assistant, MOCA or by submitting a support case via MyAccount.

Regards,
Earl