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net05's avatar
net05
Cover User
5 days ago

Customer Invoices not sending by Email

For the last few months we've been having issues with Customer Invoices not sending via Email. We use AccountRight Desktop version. Some days they send, some days they don't. We don't receive an error message to advise they have not been sent. I've been using MYOB for over 30yrs and never had this issue. I've tried ringing MYOB and after being on hold for over 2 hours I get cut off. I've tried a live chat with Mocca, useless. I've tried asking for someone to call me back as it's urgent but not response there either. We don't have any issues with our Gmail emails or any other computer issues. Any advice would be appreciated. I've tried "preferences", "emailing", and made sure we have "send invoices using AccountRight" selected. Thanks!

3 Replies

  • Isaiah_C's avatar
    Isaiah_C
    MYOB Moderator
    4 days ago

    Hi net05,

     

    Thanks for your patience, and I’m sorry for the frustration this has caused. I’ve followed up on your case with the relevant team, and someone will be in touch as soon as there’s someone available to assist. We appreciate you hanging in there while this is being reviewed.

     

    Regards,

    Sai

     

  • net05's avatar
    net05
    Cover User
    4 days ago

    Thank you Genreve for your response. I have tried all of the above. As mentioned it is very random. I have also created a ticket 3 x times and still no one has called. Very frustrating. 

  • Genreve_S's avatar
    Genreve_S
    MYOB Moderator
    5 days ago

    Hi net05, 

     

    Thanks for sharing that. If there’s no error and it only happens sometimes, please try these quick checks:

    • send the invoice from the browser version
    • send one to your own email address as a test
    • try a different invoice form
    • turn off Send Emails Using AccountRight, save, then turn it back on
    • clear the AccountRight cache and test again

    If it still won’t send and you’ve already had trouble reaching us by phone or MOCA, I’d recommend creating a ticket in My Account so support can take a closer look.

     

    Regards,
    Genreve

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