Invoice PDF in email error
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 invoi...
Forum Discussion
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 !
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
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 akj,
Thank you for your post. I'm sorry to hear that you're still experiencing the red lines error when viewing sent invoices. I understand that this is affecting your business workflow, and this is not the experience we want to provide our customers. I genuinely appreciate your patience and understanding. This issue is still under investigation, and our team is looking for a fix to get this resolved as soon as possible.
In this matter, as this only happens with MYOB Business, I recommend clearing the browser cache. This can help your computer or device run optimally, and doing so can help fix certain problems like loading or formatting issues on sites. Or you can try using another browser.
If you've already resized the logo and the issue persists, kindly try to create a new template and send the invoices again. Please let me know if the issue still exists.
Once again, thank you for your understanding. As I value you as one of our customers, rest assured that I'll pass on your feedback to the relevant team.
Cheers,
Princess
Still have the red line on 10 invoices. YThis has been going on since July....
Seems that MOB doesnt relate well to gmail accounts and smaller servers. I think its time this issue was rectified by MYOB
As instructed...
I have reduced the logo .....now each week until its very small
I have cleared the browser cache each week
I cannot reformat the invoice as I use your overloaded one.
Please come up with a solution that doesnt put it on the user. I have been using this online service for 3 years without this issue. I have been using MYOB for over 15 years
Find a solution MYOPB cos you created this issue !
Andrea
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.
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
Wow ! That just cant be the answer.....Out of 25 invoices arounf 5 get the red line. I have been on MYOB for morethan 3 years and this started two months ago.
Other peole are conplaining on this forum about the red line are you seriously giving them this same answer ?
Reduce your logo ? Why ? We pay for this service, how is that the answer. Your company is sending the emails.
Regards
Andrea
Hello again
Both our clients and myself cc'd in are still experiencing the red line. I have reduced the logo twice. There is not much else i can do as its your template Im using. This has gone on since July and it really is inexcusable that MYOB have not resolved the problem by now. Today I have sent 4 red line invoices so far !
Andrea
Can you get someone to fix this issue asap !
Also can you get someone to contact me as your solutions do not work.
We are ready to cancel our subscription at this stay . Its been 4 mths of every second client complaining about receiving these failed invoices sent by MYOB.
This is your fault as they are going through your system
Hi ALl,
Thank you for your message and my apologies for the late response. We acknowledge the issue you've raised, and it's already under investigation by our developers. Currently, they are working diligently to pinpoint the root cause. As part of our troubleshooting process, could you please try resending the invoice to the customer? This will help us determine if the problem persists and if the customer can successfully access it.
Feel free to post again if you have further queries and one of us will be happy to assist you.
Regards,
Earl
