Duplication of old bank feed

Hi rroberts,

That definitely sounds like a hassle. If these are old bank feed entries reappearing, this is usually something our support team needs to investigate directly rather than something that can be safely fixed in the file manually. In similar cases, duplicate old bank feed entries have needed further investigation, and they can’t always simply be deleted without first checking how those transactions are connected in the file.
 

The best next step would be to contact support and have the following ready:
 

your serial number

company file name or company file ID

screenshots showing the duplicate entries

the affected date range

a copy of the bank statement for those dates

You can reach them on Live Chat via our virtual assistant, MOCA or by submitting a support case via MyAccount.

Regards,
Earl

Thanks Earl - this has already been done a while back but there seems to be nothing coming from MYOB in terms of solution and this whole process is holding up my year end so I am seeking a  solution to fix myself.

Hi rroberts,
 

Thanks for following up. I can understand why this has been frustrating, especially with it holding up your year end.

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.

Regards,
Earl

Hi Earl,

My issue is still outstanding - I appreciate its a busy time, but what course of action is open to me. I lodged the query on 03/07, and I have managed to get through (1300 555 123) again today (most days it's not possible as my phone cuts off after 2 hours) and I have been told its with the escalations team and should be sorted in 3 - 5 days (which is exactly what I was told 5 days ago). I have been told I can temporarily hide the duplicates, but have no idea how to do this. Is there some other way of contacting MYOB for help as, although I am not 100% sure, it seems like a MYOB generated entry/error?

Thanks

Rodney

Hi rroberts,

I can see how drawn-out this has been, especially after following this up since 03/07 and being told the same timeframe again. As your case is already with the escalations team, they’re the best team to continue working on the underlying issue from here. We’re also seeing high call volumes at the moment. In the meantime, if you’d like to hide the duplicate bank feed transactions, this guide will walk you through it: Hiding bank feed transactions

Regards,

Sai

thank you Sai - if I hide the feeds and a solution is found by MYIOB team, does this impact their fix at all, and if I hide the bank feed does it automatically hide the other side of the entry (expense) which has been auto generated by the system?

Hi rroberts,

Thanks for checking that. Hiding the bank feed line shouldn’t stop the MYOB team from working on a fix if one’s needed. It’s mainly a way to remove that bank feed transaction from view so it doesn’t keep getting in the way.
 

Also, hiding the bank feed line won’t automatically hide or remove the expense entry that was created on the MYOB side. If that expense was created from a match or allocation, it would need to be reviewed separately. And if the bank feed transaction has already been matched or allocated, it usually needs to be unmatched first before it can be hidden.

Regards,
MYOB

rroberts​ have you had a fix yet? I'm still trying to get in touch with MYOB for numerous issues, going on 5 weeks now and still no such luck. I even get case closed emails... yet the issue is still happening! Would love to hear you've had success.