Forum Discussion

Trusted User

6 days ago

unable to change serial number under "help"

Hi team,

I have called to request reallocation of a MYOB online file serial number from standard to plus so we can use payroll function.

The call centre told me this has been done from their end. However, after 30 mins, the function "change serial number" under help is still grey. How can I fix this? Thanks.

Payroll

Serial Number

Isaiah_C
5 days ago
Hi GA39,

I'm sorry to hear that you're experiencing this issue after requesting to reallocate your MYOB online file from Standard to Plus to enable the payroll function.

This may require a data file repair to ensure the changes are applied correctly. you need to reach out to our live chat support through our virtual assistant MOCA or submit a case via MyAccount for assistance with this process.

Regards,

Sai

Genreve_S
MYOB Moderator
6 days ago
Hi GA39,

If your file went through the data services for serial number removal, you won't need to go to the help section of the application to change the serial number. You can just open the email containing the file, download the file, and follow the steps to add the new serial number to it.

Regards,

Genreve
- GA39
  Trusted User
  5 days ago
  Hi Genreve,
  
  This file is originally a online AccountRight Standard file. I can't upgrade this file via "help - change serial number" & "help - change product". The sales/call centre informed me to wait for 5 mins then click "change serial number" yesterday. It didn't work. Could you please clarify "open the email containing the file"? Thank you.
  I have been charged for the "upgrade" at 4:31am today.
  - Isaiah_C
    MYOB Moderator
    5 days ago
    Hi GA39,
    
    I'm sorry to hear that you're experiencing this issue after requesting to reallocate your MYOB online file from Standard to Plus to enable the payroll function.
    
    This may require a data file repair to ensure the changes are applied correctly. you need to reach out to our live chat support through our virtual assistant MOCA or submit a case via MyAccount for assistance with this process.
    
    Regards,
    
    Sai