Forum Discussion

NelleWright's avatar
NelleWright
Experienced Cover User
1 month ago

Issues uploading offline files to online - please help!

Hi All

 

So many problems  - but I am in dire need of some assistance with uploading my offline files - and MYOB has gone AWOL. I received  emails x 4 for the subscription invite. I have only tried to tackle one file - agreed to the subscription and received a serial number. it then said upload file - so I logged in and went to "upload offline file", eventually found the file I needed and it went straight to: sign up to an subscription ...again...no other option showing. I dont want another subscription as I just did that part - how do I get this file online to be able to open and change the serial number to the new one? Ive now been a few weeks without access to 4 really important files - any assistance from our community would be appreciated xx

AccountRight

3 Replies

  • Genreve_S's avatar
    Genreve_S
    MYOB Moderator
    1 month ago

    Hi NelleWright, 

     

    I can see why you’d feel that way. The wait time and overall support experience here hasn’t been great.

     

    From what you’ve described, this looks more like a subscription or serial number setup issue than a problem with the file itself.

     

    Unfortunately, there’s not really anything more we can check from the forum side for this one, and it will need support to step in and review the account setup directly.

     

    As you already have a case open, the best next step is to reply to that case and quote case number 03076712 so the team can pick it up again. Alternatively, you can reach out by creating a ticket in My Account or connecting with our live chat team through MOCA, our virtual assistant. 

    Regards,
    Genreve 

  • Papulu's avatar
    Papulu
    Member
    23 days ago

    I am having the same issue have logged several requests and still no contact.  do you know if this was sorted for others.

  • Earl_HD's avatar
    Earl_HD
    MYOB Moderator
    23 days ago

    Hi Papulu,

    Thanks for jumping in here. I can understand how frustrating it would be to have already lodged requests and still not heard back.

    We have seen this sorted in some cases, but it does need the team to check things further on the back end, as it is not something we can properly confirm from the Community side alone.
     

    We’re currently seeing higher-than-usual demand across our support channels, including support tickets, so response times have been longer than we’d like. Our team is working hard to get through the backlog and bring those wait times down. Our team will get in touch as soon as your case will be assign to one of them. 

    Regards,
    Earl

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