Clients not receiving receipt from online Credit card payments

Had checked that it wasn't in our Junk and our IT dept has confirmed these emails aren't in quarantine or blocked.  Also, I reached out to your Live Chat team, and a team member had suggested for me to call your Financial Services Team as they couldn't assist further. 

Hi NKhamsen,

Thanks for sharing this. If your settings haven't changed and the emails stopped around 17/07/2026, this may need a closer look from our side.

Please check junk or spam first. If the receipts still aren't coming through, it's best to contact support and share a couple of affected invoice numbers, payment dates, and the email address that should have received them. You can reach out by creating a ticket in My Account or connecting to our live chat through MOCA, our virtual assistant. 

Regards,

Genreve

We have also stopped receiving emails directly from MYOB since 17/07/2026 for customers who have paid their invoices by credit card or online payment through MYOB.

Checked the settings and everything remains the same, so not sure why out of the sudden this has stopped

Thanks for your reply. It's a difficult one because some of the large govt and mining companies have an accounts email that you use to send invoices, but the person paying by credit card has their own email. But they still want the receipt sent to them so they can claim it from the company.

Even though I have asked them to check if their Accounts dept have received the receipt, the answer is always negative. Never sure how truthful that is though.  :)

It's simpler for me to go online and copy the receipt online, then send to their email. If it happens more often, I will submit a case.

Thanks

Hi Mauzy,

Thanks for reaching out. If your clients aren’t receiving the receipt or "you got paid" email after they make an online payment, the first thing to check is your reply-to email setting.

You can review this by going to Setup > Preferences, then opening the Emailing tab. From there, please make sure the reply-to email is set to the correct address where you want to receive the "you got paid" emails. This usually doesn’t need to be changed on MYOB’s end, as it’s normally controlled in your settings. If the email address is already correct and the issue is still happening, reach out to our live chat support through our virtual assistant, MOCA, or submit a case via My Account so we can take a closer look. 

Regards,

Sai