Forum Discussion

JoanEllen's avatar
JoanEllen
Experienced User
10 hours ago

Invoices don't always arrive. No way to check.

Hello

 

MYOB forced us onto a paid, online subscription. Before then we used offline AccountRight, and could always see that invoices were sent through our own email. I don't remember any of our customers saying they never received our invoices when using AccountRight.

 

Since we've been using MYOB Business, quite a few customers are claiming that they haven't been receiving our invoices - and one for the whole month of August. These are trusted customers that we've been dealing with for decades. Because emails go through your servers, I have no way of telling whether or not they've been received at the other end. 

 

Is there any way we can check to make sure invoices do actually get through to the recipient? Are there any known issues why this would happen? Could the customer's settings actually be blocking MYOB because it is regarded as spam? Please advise.

2 Replies

  • Genreve_S's avatar
    Genreve_S
    MYOB Moderator
    9 hours ago

    Hi JoanEllen, 

     

    I understand why this is concerning, especially if multiple customers don't receive your emails. 

     

    In MYOB Business, go to Sales > Invoices, open the invoice, and check the Activity section at the bottom. It will show if it’s Created, Sending, Emailed, or Delivery failed.

     

    Here are the steps for viewing invoices.

     

    Also check the customer’s email address and ask them to check their spam or junk folder. Try sending a test invoice to your own email too.

     

    If the test email doesn’t arrive or the status doesn’t update, it's best to reach out to our support team.

     

    Regards,

    Genreve

    • JoanEllen's avatar
      JoanEllen
      Experienced User
      6 hours ago

      Thank you Genreve. I have no delivery failed notifications - all say Emailed. And yet I have trusted customers we've been dealing with for 10 years or more saying all of a sudden (since AccountRight - June 2026) they are not receiving our emails. I'm wondering if the email that MYOB Business is using to send is different to the AccountRight email (as these invoices were always received), and if so, if this email could be setting off a SPAM threat with the customer's server. Here on these forums, many other people complain of this same issue. Has MYOB investigated this at all, and was a reason for this ever found? Surely MYOB could be more of a help than this. If you gave me more information on how to advise my customers to add MYOB as a trusted contact, this might help. 

Looking for something else?

Search the Community Forum for answers or find your topic and get the conversation started!

Community home