Forum Discussion

Christina13's avatar
Christina13
Contributing User
15 days ago
Solved

I can’t log into the app… I just get circle time

Uhh this is not a good introduction… any help here?

Solo by MYOB
  • Ben-Solo's avatar
    Ben-Solo
    15 days ago

    Hey Christina,
    Right, thanks for that. Let's get you in.

    Because this is about your account access, we need to verify it's actually you. We can't do that out here in the public community, so we need you to jump over to our secure channel. 

     

    Here are the exact steps:

    1. Click this link: https://www.myob.com/au/support/solo/sign-in-to-solo
    2. Click the purple speech bubble in the bottom-left corner.
    3. Choose "Solo by MYOB". Share your name and email (please double check it's spelled correctly)
    4. For Client ID and Business Name, just pop 'N/A' in those fields – we'll worry about those later.
    5. Tell the team: "I'm Christina from the community and I'm locked out."
    6. Pro-tip: If the digital assistant pops up, just type "talk to a human" to cut the queue and get straight to us.

    That's it.

    The team is on standby with all your info and will get this sorted the second you pop up. Around the country there's members of the community team patiently refreshing our laptops in the hopes that we can finally get in touch!

    We'll be watching for you.

8 Replies

  • Maggie-Solo's avatar
    Maggie-Solo
    Valued User
    15 days ago

    Hey Christina13​ oh no that's certainly not the experience we want you to have! From the screenshot you’ve shared, it doesn’t look like it’s from the Solo app. Could you let us know where you downloaded Solo from the App Store or Google Play?

  • Maggie-Solo's avatar
    Maggie-Solo
    Valued User
    15 days ago

    Hey Christina13​ We’ve had a look and spotted some error messages that popped up between 11 pm–1 am AEST, which likely caused the issue you ran into. We haven’t seen any further errors since, but we’d love to get to the bottom of this for you and make sure everything’s running smoothly behind the scenes.


    If you’re okay with it, we can take a copy of your file and dig a bit deeper. That way, if there’s something more serious going on, we can raise it with the right team we just might need a bit more detail on the errors first.

    Also, can you let us know if you’ve been able to log into Solo successfully this morning? So far, the only errors we’ve spotted are the ones that you would have seen last night

  • Christina13's avatar
    Christina13
    Contributing User
    15 days ago

    I spent over 2 hours on the phone to myob… so they can tell me someone will email me in 3-5 working days

    no I can’t get in!

    I went through all the steps… too many times - your app is not working

     

    also this support is bad

  • Maggie-Solo's avatar
    Maggie-Solo
    Valued User
    15 days ago

    Hey Christina13​ Solo's help is a bit different to the rest of MYOB so you won't be able to get help for Solo via the MYOB phone numbers. We are doing everything we can to get to the bottom of this for you. 

    To help us troubleshoot whats going on, could you please try to login to the Solo app with your email address starting with the letter C, and letting us know what happens (if you can share a screenshot or a screen recording that would be amazing!). This will help us to see what is going on in the back end for you in real time. This will help us get you logged in!

  • Christina13's avatar
    Christina13
    Contributing User
    15 days ago

    Here you go

     

  • Ben-Solo's avatar
    Ben-Solo
    MYOB Staff
    15 days ago

    Hey Christina,
    Right, thanks for that. Let's get you in.

    Because this is about your account access, we need to verify it's actually you. We can't do that out here in the public community, so we need you to jump over to our secure channel. 

     

    Here are the exact steps:

    1. Click this link: https://www.myob.com/au/support/solo/sign-in-to-solo
    2. Click the purple speech bubble in the bottom-left corner.
    3. Choose "Solo by MYOB". Share your name and email (please double check it's spelled correctly)
    4. For Client ID and Business Name, just pop 'N/A' in those fields – we'll worry about those later.
    5. Tell the team: "I'm Christina from the community and I'm locked out."
    6. Pro-tip: If the digital assistant pops up, just type "talk to a human" to cut the queue and get straight to us.

    That's it.

    The team is on standby with all your info and will get this sorted the second you pop up. Around the country there's members of the community team patiently refreshing our laptops in the hopes that we can finally get in touch!

    We'll be watching for you.

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