Email Default Template Message not Appearing in Sent Emails from Accountright

Question

Hi Everyone,&nbsp;Over the last 2 days, any invoices we email via Accountright have been missing the default template text that's saved down in the Email Defaults area. This was working fine prior to 6th May 2026.&nbsp;I've tested the sent emails for statements and orders and they are working fine, it's only invoice emails. All our forms templates use the same company logo so it can't be the size of the logo image we're using.&nbsp;I have also tried the following with no success:&nbsp;Clearing browser cacheToggling off/on the "Send emails using Accountright" check box under the emailing tab in SetupChecked the email defaults are still active and savedCan you please assist and advise what else may be causing this and how to fix it?&nbsp;Thanks,Broc

princess_r · Answer

Hi Newcraft,&nbsp;Thanks so much for sharing the screenshots, and nice one for already working through those troubleshooting steps before posting. That’s really helped narrow things down.&nbsp;At this stage, we can’t really say for sure what’s causing it just yet without a bit more testing. A couple of extra things worth trying:Send yourself a test invoice using one of the standard invoice forms instead of your custom one, just to see whether the issue is tied to the form itselfRemove the saved invoice email default message, re-enter it, and save it again to refresh the template.If those tests still don’t do the trick, it’d be best to get our support crew involved so they can dig into it further with you. You can reach them by lodging a support case through My Account, or by jumping onto live chat via our virtual assistant, MOCA.&nbsp;Cheers,Princess&nbsp;&nbsp;&nbsp;

newcraft · Answer

Hi Princess_R​&nbsp;&nbsp;Appreciate the quick reponse.&nbsp;I seems this has now resolved itself and everything is now working as it was before. So maybe this was related to something else as I did notice the MYOB Practice had performace issues during the period I experienced my email issues and my issues were resolved when MYOB Practice came back fully online again (or maybe this was a coincidence).&nbsp;Thanks anyway for replying.&nbsp;Cheers,Broc

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Email Default Template Message not Appearing in Sent Emails from Accountright

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