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Sjacob's avatar
Sjacob
Experienced User
2 days ago

GST affected when turning off online payments

WARNING: I turned off online payments last week and now all the invoices that were open at that time are showing incorrect totals. For some unknown reason, turning off online payments affected the GST so now all the invoices (over 80 of them) are showing the GST exclusive amounts rather than the GST inclusive amounts (even though GST inclusive is ticked and I didn't change anything on the invoice except to turn off online payments). When I reported this to MYOB I was told not to do anything with the file until they figured it out. It has been a week now. MYOB has escalated the case and is now saying it is a known issue and other people's files are also affected (those who also turned off online payments). Just want to warn anyone that turning off online payments may render your entire file useless and unusable. I haven't been able to record payments on invoices or create any new ones for a week. They don't seem to be able to give any indication on when this will be fixed. I don't know how I'm going to do my BAS.

13 Replies

  • Sjacob's avatar
    Sjacob
    Experienced User
    11 hours ago

    This is a copy of the email I received from MYOB Team yesterday:

    Hi Sandra,

    I just wanted to provide you with a recent update regarding the affected invoices.

    To clarify, the fix provided earlier applies only to newly created invoices and does not resolve the issue on invoices that were already affected. The fix for these existing affected invoices is currently in progress.

    I understand the importance of having the invoice balances display correctly, and I’ll provide another update once the fix has been completed.

    Thank you for your patience.

    Regards,

    G

    The MYOB Team

  • Sjacob's avatar
    Sjacob
    Experienced User
    11 hours ago

    To clarify, this affected invoices that had been created earlier when I had online payments switched on. When I switched off online payments those invoices were affected. It apparently does not happen to new invoices.

    • Liz_A's avatar
      Liz_A
      Super User
      11 hours ago

      My client has a large amount of invoices so would have a huge problem with this.

      Regards

      Liz

  • Sjacob's avatar
    Sjacob
    Experienced User
    2 days ago

    Hi Amanda,

    The issue is still there. Nothing has changed. The invoices are still incorrect. Not sure who told you it had been fixed because my file has not been fixed. I even checked on the assist app - all invoice totals are incorrect.

    • Liz_A's avatar
      Liz_A
      Super User
      13 hours ago

      Hi Sjacob​ 

      Please confirm on here if this has or hasn't been resolved as I don't want to tell my client to stop the online payments and find out it is still a problem🫤

      Regards

      Liz

      • Sjacob's avatar
        Sjacob
        Experienced User
        11 hours ago

        They do not have a solution yet. They assure me they are working on it. I suggest you contact them before you switch online payments off.

        Sandra

    • AmandaMYOB's avatar
      AmandaMYOB
      MYOB Moderator
      13 hours ago

      Hey Sjacob​ 

      The team were able to roll out an update to resolve this, if the issue persists please get in touch with the live chat team for further assistance. You can connect with them via MOCA, our virtual assistant. 

      • Sjacob's avatar
        Sjacob
        Experienced User
        11 hours ago

        Hi Amanda,

        The update they have done may prevent this from happening to someone else. It certainly has not fixed my file. All 80 invoices are still showing incorrect GST totals. I have been in daily contact with MYOB support staff. This has had a significant impact on my business.

  • AmandaMYOB's avatar
    AmandaMYOB
    MYOB Moderator
    2 days ago

    Hey Sjacob​ ​ 

    The team have taken a look and have confirmed issue should be fixed. We implemented a fix earlier this morning. It's worth clearing your cache and cookies first before attempting to sign in and view your invoices once more.

    • Sjacob's avatar
      Sjacob
      Experienced User
      1 day ago

      Hi AmandaMYOB​,

      I have just spoken to MYOB specialist support. The issue is definitely not fixed - it has been escalated but they do not have a solution for this yet.

      • Liz_A's avatar
        Liz_A
        Super User
        23 hours ago

        I have a client who has just verified her file and wants to turn the online payments off but I have told her to hold off because she doesn't want to have this problem. This is another really poor outcome MYOB. So many problems for small businesses that are already having a tough time.

         

  • AmandaMYOB's avatar
    AmandaMYOB
    MYOB Moderator
    2 days ago

    Hey Sjacob​

    I have forwarded your feedback to the product team for further investigation. Thanks for taking the time to share, I will make sure to keep you updated here. 

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