Reconciliation Meltdown

OMG   I have the same issue.   random transactions dating back to 2020.  Nothing balances.

I have been trying to sort this out with their so-called Help desk since 25th May. It was escalated to Tier 1.    They said it will take 1 to 5 business days to resolve.   Then it was sent to Tier 2 which meant I had to wait another 5 business days for it to be fixed.   Well guess what I am still waiting.   No follow ups from Myob at all regarding how it is going.   I have rang them 6 times now and in total approximately 7 hours of my time. All I get is "thanks for your Patients'   "oh yes, we do understand how frustrating this is"   'So sorry'   

And apparently, we are a so-called Priority customer.  I would hate to see their back log of current issues.

That is my vent for the day.    I am now awaiting on a call back from them.  wish me luck   :(

I noticed the conversation here 

Bank reconciliation - after update - unmatched items | MYOB Community claiming MYOB had just implemented a fix and it has been marked as a Solution. It may have worked for the person on that thread but I can still see about 30+ entries pre this calendar year that are marked as already matched by a "Rule" and it doesn't let me unselect them!  Anyway still waiting...

Hi TimBou,

Thanks for explaining everything so clearly, and I’m sorry this has turned into such a frustrating process. From what you’ve described, it doesn’t sound like you’ve necessarily done anything wrong. It sounds more like the reconciliation is being affected by older unmatched transactions and/or something in the account history after the rollback, which is why MYOB is not accepting the bank statement balance the way it used to. The manual bank feed import for the missing month would usually be okay on its own, so that may not be the actual cause, but it is worth checking whether any duplicates or unmatched entries were created around that period. You definitely should not need to keep rolling reconciliations back month by month to 2021 just to complete your current reconciliation, so I understand why that’s concerning.

As you already have a support request in place, the best next step is for our team to review the file and reconciliation history in more detail. Once a support agent becomes available, they’ll pick this up and get back to you with the next steps. At this stage, I wouldn’t want to have you keep rolling reconciliations back further, especially if this is already affecting previous periods. It’s best for this to be properly checked before any more changes are made. From what you’ve described so far, it doesn’t immediately sound like a wider MYOB issue, but that will need to be confirmed once support has reviewed the account and transaction history. 

Regards,

Sai

Thank youn very much Sai for your thoughtful response. I will wait for a response to my support request.

Thank you for confirming I'm not the only one affected... probably like you I would be happy for all of these old entries to be deleted but I can't do that because of how MYOB works.  In the meantime I am going to just double check I have matched all the entries from each monthly bank statement correctly and leave the reconciliations till later.  Otherwise things will start getting behind.

I also have the same issue in multiple datafiles - transactions are showing up from 2019 in my Reconcile Accounts windows - very poor form

Thank you it's reassuring to know others are seeing similar issues as I'm scratching my head to think of what I could possibly have done to make these old entries suddenly appear... I'm still waiting on MYOB support to respond, but I understand of course this is a busy time of year for them.

Wow, so I wonder how many others are experiencing this issue.   I noticed the day after the new sign in upgrade and reported it on the 27th and still not resolved and tier 2 support are of no help, and neither are the team from the bank feed department.  Bas and EFY around the corner and I am now starting to worry.  I am meant to be getting a call back Monday morning.   Stay tuned   

Hi Timbou,  I was not in the office Friday, so I am keen to see if the "fix" has made any changes to our system.   Will keep you updated.  On a brighter note, i did earn a new Badge for my contribution to the MYOB community :(   

I finally worked out the solution... I found that I had selected the "automatch interface" pilot and that seems to mean that MYOB auto matches old entries from previous financial years and you can't unselect them!  Once I went to the top right hand corner and chose to return to the classic reconciliation/matching interface I could delete the very old entries and go back to fix some minor problems with incorrectly matched entries, etc. and finally after 2 days of solid work rolling back reconciliations, checking bank statements etc. etc. my accounts are reconciled correctly up till the end of May.  All fixed thank god!