I've had two clients email me to say that when I email them their invoice to pay, when they open the PDF via the "View invoice" button in the email only a red line appears in place of where the invoice should be. Which is a problem because they cannot pay the invoice that they cannot view which means we don't get paid. Is anyone else experiencing this? And how do I fix it because not only is it not a great look for the business but not ideal because we'd like our clients to pay their invoices.

Thanks for your response Princess, but it is not a logo issue... it's an issue with MYOB's software. This is only an issue that has popped up recently and my logo has not changed in the four years I've been using this platform. Since getting no factual response here, I was finally able to get onto someone at MYOB and they have advised they are aware of the issue as other users appear to be having the same problem and allow 24hours for it to be fixed. Safe to say it was not (and has not) been fixed within 24 hours - what a surprise. It's very disappointing as invoicing is a core aspect of any accounting software, and in it's current capacity MYOB is charging it's customers for a service that they are not fulfilling.

Hi Princess, This issue is still not fixed, which is concerning given I originally posted about this back in August... and almost three months later it appears that MYOB is sitting on their hands and doing absolutely nothing to rectify this problem. Everything that you've comment on this thread has proved useless because it is NOT a logo issue and updating the logo does nothing. You also mentioned that it is only affecting MYOB Business accounts, which is incorrect as I use Essential and this is a regular issue that I am being hit with which is 1. making my business look unprofessional and 2. wasting ALOT of my time by then having to manually send invoices to clients when they contacting me saying they can't view their invoice. In April, MYOB announced that it is raising it's prices but in doing so won't provide it's user with a fully functional platform and won't fix ongoing issues that they are well aware of but seemingly don't care enough to do anything about it. What is the point of being an accounting platform, if you can't get something as simple as sending invoices right? Please advise when this is being fixed.. and an ACTUAL timeframe, as you can see I am not alone in this problem and everyone is frustrated with a lack of commitment from MYOB to provide the service that we are paying for.

I have been complaining to MYOB about this exact same issue for over a month and they have only responded that they are aware and working on it. Half my invoices arrive with the red diagonal line in LHS cornerI wish they would get on with it ! Its unprofessional !

Hi JodiDuncan, Thank you for your post. Please allow me to extend you a warm welcome to the Community forum. I hope you find plenty of information in this forum. I understand that it is important for a business to get paid on time. I apologize for any inconvenience that this issue has caused you, and I appreciate your patience and understanding on this matter. Regarding your issue with the "View invoices link showing the red line", if you're still experiencing this issue with the invoice you sent, please try resizing your logo in your customized form. Then try sending an invoice again. This should display the invoice content. Please let me know if this has solved your issue with your invoices. Cheers,Princess

Hi akj, Thank you for your post. We understand how frustrating it is to face this problem with the invoices and how your business is affected. This is not the experience we want to provide our customers. We strive hard to provide a seamless experience for our customers. We sincerely apologize for the inconvenience this issue has caused you. Regarding your concern, the current workaround is to resize the logo or re-create your customized form. Then try again to send the invoices to your clients. If they're still experiencing the red line when viewing the invoices, please let us know so we can raise and alert the relevant team to this error. We thank you for your patience and understanding in this matter. Cheers,Princess

Invoice PDF in email error

akj
Experienced User
2 years ago
I have been complaining to MYOB about this exact same issue for over a month and they have only responded that they are aware and working on it. Half my invoices arrive with the red diagonal line in LHS corner
I wish they would get on with it ! Its unprofessional !
- Princess_R
  MYOB Moderator
  2 years ago
  Hi JodiDuncan,
  
  Thank you for your post. Please allow me to extend you a warm welcome to the Community forum. I hope you find plenty of information in this forum.
  
  I understand that it is important for a business to get paid on time. I apologize for any inconvenience that this issue has caused you, and I appreciate your patience and understanding on this matter. Regarding your issue with the "View invoices link showing the red line", if you're still experiencing this issue with the invoice you sent, please try resizing your logo in your customized form. Then try sending an invoice again. This should display the invoice content.
  
  Please let me know if this has solved your issue with your invoices.
  
  Cheers,
  Princess
  - JodiDuncan
    2 years ago
    Thanks for your response Princess, but it is not a logo issue... it's an issue with MYOB's software. This is only an issue that has popped up recently and my logo has not changed in the four years I've been using this platform.
    
    Since getting no factual response here, I was finally able to get onto someone at MYOB and they have advised they are aware of the issue as other users appear to be having the same problem and allow 24hours for it to be fixed. Safe to say it was not (and has not) been fixed within 24 hours - what a surprise. It's very disappointing as invoicing is a core aspect of any accounting software, and in it's current capacity MYOB is charging it's customers for a service that they are not fulfilling.
Princess_R
MYOB Moderator
2 years ago
Hi JodiDuncan and akj,

Thank you for your feedback. We understand your frustration regarding this issue with the invoices. We apologize for any inconvenience this may have caused your business. This issue has been raised with the relevant team. The current workaround they've provided is to recreate the template or resize the logo. If there is any update from them, we'll surely update and provide communication regarding this. At the moment, the relevant team is working on it and looking for a fix for this error.

We genuinely appreciate your patience and understanding in this matter.

Cheers,

Princess

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