Logged a support request (Ref: 02883741) but no reply?
I'm trying to resolve an issue with applying a payment to an invoice - it won't let me apply it?
I've lodged a support request - but no one seems to be seeing it?
Any ideas?
Thanks
Mark
Forum Discussion
6 Replies
Hi Mark, are you trying to apply the payment from the Banking Transactions list to the bill? I'm trying this as well but keep getting an error. In Xero once I mark an amount paid to a bill, it will show up on the bank rec/bank transactions page as a suggested match. But at the moment in MYOB it won't let me match the bank outgoing to the payment allocated to the bill. Is this the issue that you're having?
Hi
Yes - I’m trying to apply a payment from the bank transactions list in MYOB. I’ve done this many times before against this invoice (as it being paid down over time). Now suddenly it doesn’t want to allow the payment to be applied, as the invoice doesn’t appear in the Match screen. I’ve done a loom video in the support topic showing exactly the issue if you wanted more details? :-)
Hi markangus,
Thanks for posting (and for logging case 02883741).
I’ve checked, and your case is in the queue with the support team now, so they’ll get back to you by email.
In the meantime, in Banking > Bank transactions open that bank credit, click Match transaction and check that:
- The invoice is still open/has a balance owing, and
- The bank account on the invoice/payment is the same bank that the feed is coming into.
If that all looks right, but it still won’t show, it's best to wait for the support team’s follow‑up on your case so they can jump into the file and sort it with you.
Regards,
Genreve
Hi markangus ,
I have taken a look at your case and can see that this is still in queue.
Our turnaround time we would expect for a case is 3-5 business days* but if you need help faster than this I would recommend jumping onto livechat or a phone call.
You can find all of the options here
*I'm going to work with our team to update the auto-reply email to be clearer instead of saying 'as soon as possible'
