Forum Discussion

stephkiwi's avatar
stephkiwi
Experienced Cover User
2 years ago

tradify invoices sending to the wrong myob file.

This is the second time this has happened and i can not remember how to fix it.  When i put a bill into Tradify and want to send it to MYOB Accountright file it sends to my MYOB Essential file which ...
stephkiwi's avatar
stephkiwi
Experienced Cover User
2 years ago

Good afternoon.  I have spent the last two hours on and off with MYOB.  They have put in writing that this issue is now tradify’s. I have rang Tradify and they tell me that this issue is MYOBs.  What do i do

 

All i know is that it is not my fault

  1.  Last week I was sending bills from Tradify to MYOB accountright (S+S Sillitoe Pty Ltd t/a ATS) which is correct
  2. Two days ago the bills for some reason were been sent to MYOB essential (equipment Services) which is incorrect
  3. I got Tradify to disconnect MYOB integration so we could re-integrate MYOB Accountright.
  4. I could not log in and got the Houston we have a problem message telling me that it is a MYOB issue
  5. I contacted MYOB and told to change the User id to Administrator with no password
  6. Still no log in
  7. Then a day later I log into Tradify and I am integrated to MYOB Essential (which is wrong and how did that happen when I could not log into myob????
  8. Then I ask Tradify to disconnect me to try again and no log in can happen.  Houston we have a problem message again
  9. I contact MYOB they tell me in writing that it is a Tradify issue
  10. I log into Tradify and I am integrated into the wrong MYOB again

Can you see a pattern.   I need help big time and I need help now

 

Someone needs to get to the botton of this .   I am paying good money for this software   

 

Shella_A's avatar
Shella_A
MYOB Moderator
2 years ago

Hi stephkiwi,

 

I appreciate your patience with this. I see you're having trouble with bills being sent to the wrong MYOB file from Tradify. This might be due to the integration between MYOB and Tradify. I noticed that you're using the same email for two serial numbers, which could be the issue. You can refer to your previous post with the same problem, which might help you solve it again. Here's the details below: 

 

For Tradify, you could create a new user for their use only. They do not have to use Administrator. To create a new user:

  • go to Set-up, User Access.
  • Click New User. 
  • Untick the box that says this user will sign in with my username.
  • Add a username, e.g., Tradeify, and a password (make it simple and remember it).
  • Give them role(s) that allow them to integrate, e.g., sales, purchases, cards, and inventory, or just give that user accountant/bookkeeper role, which includes everything except user access.
  • Click OK.

Then use the new username and password to set up a connection to MYOB in Tradify.


If these don't apply, you might want to check out myob.com/support or myaccount.myob.com to find MOCA, our virtual assistant. MOCA can help with immediate questions, and if it can't, you'll be directed to our live chat team. They can dig deeper into this and work with both MYOB and Tradify to find a solution.

 

Let me know how you'd go on this and if you require further help.

 

Otherwise, if my response has answered your inquiry, please click "Accept as Solution" to help other users find this. 

 

 

Kind regards,

Shella

  • stephkiwi's avatar
    stephkiwi
    Experienced Cover User
    2 years ago

    I am writing this as I do not want other MYOB customers to go through the stress I have had to deal with because of the untrained staff at MYOB support.  The issue of not connecting my MYOB file with my Tradify file was a MYOB issue and it was solved my Tradify Support worker Charlie.  I gave her my password to MYOB and between her and I we solved this MYOB issue as MYOB support staff could not.  We spent 1 ¼ hours on the phone fixing this issue.

    MYOB Staff please feel free to use this in your training. 

    1.  When I sent this screenshot (attached to this email)  to MYOB I was told to go into users and untick the box that says no password.  I did this and so did one of your support staff using team viewer.  IT DID NOT WORK.  I got in writing from MYOB vis email that it was a tradify issue. (attached to this email)
    2. Over the next three days I went from Tradify to MYOB both blaming each other.  I knew it was a MYOB issue as it had happened before but I could not remember what we did to fit it, then after reading articles I remembered we used the Administrator with no password and it worked back then BUT NOT THIS TIME.  Of course no one in MYOB listens.
    3. I have to say that Tradify’s support is so good.  They pick up the phone. They are trained and they ring back to follow up.  MYOB support is terrible. 
    4. This is how we solved the issue.  It would be a good idea at this stage for MYOB to listen……………………..    We created a new user, unticked the password box and used that.  
    5. MYOB’s support is so bad that I get told to go to Support for the MYOB family of SME product APIs and then they tell me don’t come to us. (see attached email)

    Next I get told by MYOB we have fixed it now.  “Close all browsers and try again”  I did and it was not fixed so I went back on live chat and had to start all over again. 

    After all of this MYOB, I would think it is appropriate for someone to ring me and discuss with me how I can get better support next time if this happens again.  I can not describe in words how stressed and the amount of crying I have done over this…,  MYOB has to change..

    Also can MYOB files be integrated into a Xero file?

    • Doreen_P's avatar
      Doreen_P
      MYOB Moderator
      2 years ago

      Hi stephkiwi,

       

      I truly understand the struggle that you have experienced in resolving your concern and I wanted to let you know that I was able to relay your concern to our dedicated team. They will contact you within 2 business days (excluding public holiday) so please make sure to keep your lines open.

       

      With your question if you can integrate your MYOB file to XERO file, I'm afraid this cannot be done.

       

      Feel free to post again anytime if you require further assistance. 
       
      If my response has answered your inquiry, please click "Accept as Solution" to assist other users in finding this information.

       

      Best regards,

      Doreen

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