Forum Discussion

tandata's avatar
tandata
Member
2 months ago
Solved

MYOB invoice e-mail transparency.

On the 20th of the 1st, I created and sent an invoice with a payment date of two weeks. There's no log of the client opening the first e-mail.

 

The invoice log shows that on the 31st of the 1st the invoice was e-mailed again, which was immediately read by the client. This wasn't sent by me, as I have no two-factor authentication e-mail from that day.

 

Why did MYOB send the e-mail a second time, 11 days later? Is it possible that there was an error on MYOB's end, and the first e-mail never sent, so the system has picked that up and tried to quietly rectify the issue?

  • Doreen_P's avatar
    Doreen_P
    2 months ago

    Hey tandata,

     

    Thanks for sharing the extra info from the log. For this one, it’s best to reach out to our team so they can look into what triggered the email that was sent without you actioning it. You can contact them on Live Chat via our virtual assistant, MOCA, or by submitting a support case via My Account.

     

    Cheers,

    Doreen

4 Replies

  • Genreve_S's avatar
    Genreve_S
    MYOB Moderator
    2 months ago

    Hi tandata, 

     

    The invoice being sent without you knowing does sound very suspicious. From the dates you’ve given, the 31/1 email looks like an automatic invoice reminder, not the software quietly re-sending the original.

     

    You sent the invoice on 20/1 with a due date about two weeks later (around 3/2), and the software can send reminders a set number of days before the due date (for example, 3 days before). That lines up with 31/1, and because it’s automated, you wouldn’t get a 2FA prompt; the system sends it for you.

     

    If you want to change or turn this off, you can update your reminder settings as per this help article: Setting up invoice reminders.

     

    Regards,
    Genreve

     

    • tandata's avatar
      tandata
      Member
      2 months ago

      I should have added - the log says that MYOB sent a reminder on the 4th of the 2nd - which is two weeks after the original was supposed to've been sent. 

       

      The e-mail in question (that I didn't send) on the 31st just says 'Email sent'. 

      • Doreen_P's avatar
        Doreen_P
        MYOB Moderator
        2 months ago

        Hey tandata,

         

        Thanks for sharing the extra info from the log. For this one, it’s best to reach out to our team so they can look into what triggered the email that was sent without you actioning it. You can contact them on Live Chat via our virtual assistant, MOCA, or by submitting a support case via My Account.

         

        Cheers,

        Doreen

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