Forum Discussion

CoopsM's avatar
CoopsM
Cover User
9 months ago

Emails not sending

Please help! When I send emails (payslips, invoices, statements) MYOB isn't sending all the emails, it will randomly send some, but not all of them. When you open the payslip, invoice, or statement it will be marked as already sent even though it hasn't sent. When these issues happen, they do not appear in the sent emails section of MYOB and no error messages are received. This is highly unproffesional as clients are not getting their invoices, and are upset when I send them an overdue notice. There are far too many emails for me to monitor if they have been sent or not. Thank you in advance :-)

  • Celia_B's avatar
    Celia_B
    MYOB Staff
    9 months ago

    Hi CoopsM,

     

    Thank you for your post. Thank you for notifying us about your concern. We are sorry to hear that you are facing challenges sending pay slips to the employees. We are genuinely appreciate your patience and understanding on this matter. 

     

    There can be a few reason why emails are not being send or received, as such, we would recommend going through the troubleshooting in this Help Article: Email Troubleshooting. If the issue persists, can you please retrieve the diagnostic log of the file so we can take a look into this for you. 

     

    If my response has answered your enquiry, please click "Accept Solution" to assist other users find this information.

     

    Kind Regards, 

    Cel

     

    • SallyHECB's avatar
      SallyHECB
      6 months ago

      I am having the same issue - since July 2023!  Every week up to 4 of my employees don't receive their payslips, it's different staff every week! And I have less staff now then when this issue started happening.

       

      Having to re-send payslips every week is time consuming and embarrassing from the company's viewpoint.  

       

      When will this issue be addressed please?

      • RussoEstate-23's avatar
        RussoEstate-23
        6 months ago

        We are having the same issue as well. It is very frustrating to have to double check which payslips have been sent, and then go and email the payslips that were missed. 

        It looks so unprofessional to not have a payroll system that you can trust to email payslips each week.

         

        I hope they have a fix for this issue soon.

  • Celia_B's avatar
    Celia_B
    MYOB Staff
    9 months ago

    Hi CoopsM ,

     

    We hope this message finds you well. We want to check back with you regarding your concern. If you still need further assistance or if you have other questions or concerns, contact us again or create a new post. Rest assured that one of our Community Forum moderators will be happy to help.  
     

    Kind Regards, 

    Cel

     

  • Antz72's avatar
    Antz72
    Experienced Cover User
    5 months ago

    I am having the same issue. This appear to be a reoccuring issue for many users for several years. The resolve from MYOB is that they were on it and to send 10 or 20 at a time but I see that users have tried this and it still selects randomly. What are MYOB Accountright doing to fix this? 

    • Antz72's avatar
      Antz72
      Experienced Cover User
      5 months ago

      The issue for us is sending statements.

      • Doreen_P's avatar
        Doreen_P
        MYOB Moderator
        5 months ago

        Hi Antz72,

         

        Thanks for your post!

         

        Please send me a private message of the impacted email addresses that were not able to receive their statements. I'll have it check on my end.

         

        Best regards,

        Doreen

  • Antz72's avatar
    Antz72
    Experienced Cover User
    5 months ago

    Thanks Doreen sorry again I cannot see "accept solution option" and solution hasnt resolved anything. I cannot find section where I can post a new message. This is why I had to reply to an old message. In my option there is something gravely wrong with MYOB portal and programs that tech are not aware of or cannot resolve.

    • Doreen_P's avatar
      Doreen_P
      MYOB Moderator
      5 months ago

      Hi Antz72,

       

      I'm sorry that you can't find where to create a new post. No worries; I'll be more than happy to provide you with the steps on how to do it. You can simply click on the board that relates to your question and select "Create a post." Regarding the workaround provided on the link I have attached to my response, if this doesn't answer your enquiry about emails not sending, I would recommend using our virtual assistant MOCA through myob.com/support for any queries or assistance you might need. If MOCA was not able to answer your query, it will then escalate you to our live chat for further assistance.

       

      Best regards,

      Doreen