Remittance Advice - emails failing
Hi there - for the last few months we are having trouble with emailing remittance advices. It seems that some fail, however we don't receive any notification. MYOB suggested that I send in smaller ba...
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REMITTANCE ADVICE - E-MAILS FAILING
We have been experiencing the same issue lately, where remittance advices and even invoices are not recieved by some customer/supplier.
Through troubleshooting we have identified the following:
When we change an E-mail address in the customers/suppliers master file, the new E-mail address is not picked up by the program that sends out remittannce advices to suppliers and invoices to customers. These programs pick up the old E-mail address not the new E-mail address.
So the problem only occures with cusomers/ suppliers that have requested a change to theri E-mail address.
Unfortunately I don't know how to fix this.
MYOB please check your software - this should not be happening.
Master file changes should be updated/reflected in all areas of the software.
Thank You
Hi @Forkpower25,
If the system continues to use the old email addresses despite the updates, you'll need to Identify a specific invoice or remittance advice that was not received. Then attempt to send it manually one at a time and check if it is received. And also, you can try sending it to a different email address (such as your own) to verify if it is delivered.
If sending invoices or remittance advices manually ensures they are received, you may need to send them in smaller batches. If they are received on one email but not another, the recipient's email system might be blocking them.
If you're having issues, make sure to reach out to our support team directly. You can reach them on Live Chat via our virtual assistant, MOCA, or by submitting a support case via http://myaccount.myob.com/.
Regards,
Earl
