Forum Discussion

Bonita72's avatar
Bonita72
Member
4 months ago

Invoices not going to Intray

My PDF Files are not going to the in tray. some havent been for the last month? is there anything i can check. Im using the PC version  
Desktop
NicP's avatar
NicP
Experienced User
2 months ago

Hi,

I have had this happening too, only with a couple of suppliers who I have never had any issues with in the past.  And only over the past couple of months as well.  All other PDFs are loading correctly.

Princess_R's avatar
Princess_R
MYOB Moderator
2 months ago

Hi NicP,

 

You’re not alone. We spotted an issue with In Tray yesterday where uploaded documents weren’t loading and some users couldn’t access them, but our team has fixed it and shared updates on our Status hub.  If that doesn’t cover what you’re seeing, here are a few quick things to try:

  • Clear your AccountRight cache
  • Reopen and re-save the PDF, and make sure it’s not too large (under 10 MB)
  • Ask the supplier to resend one invoice as a fresh PDF export (not print-to-PDF or a scanned image)
  • If you’re uploading, try dragging the file straight into the In Tray, or rename the file to something simple

If those don’t help, our team can run a couple of quick checks on our side to figure out why it’s happening for those specific senders and get it sorted. Just raise a support ticket via My Account, or jump on live chat with our virtual assistant, MOCA.

 

Cheers,

Princess

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