Hi Annboreo,
Sounds like you’ve been trying to get this sorted for a while. Thanks for sticking with it. A few common things can trip up files getting into the In Tray/Uploads intake. Quick checks:
- The intake only picks up real file attachments in these supported types: PDF, JPG/JPEG, PNG, TIFF/TIF. Each file needs to be ≤10MB, with up to 10 attachments per email, and a combined limit of 20MB per email.
- Emails with inline images or big signatures can be dropped. Try sending with an empty body and no signature.
- Some systems send “invoices” as a web link instead of a real PDF attachment. Links aren’t fetched by MYOB and will be ignored.
- Your In Tray email address is unique to each business. If it’s been regenerated, the old one stops working straight away.
I recommend picking a couple of invoices to check manually and trying to upload them directly to the In Tray (skip email) to see if they go through. If they still won’t upload, it’s best to reach out to our support team so they can take a deeper look.
Regards,
Genreve
