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LibbyDowning77's avatar
LibbyDowning77
2 years ago

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 batched, approx 15 at a time, I have been doing this and am still having the same problem. This means I have to manually check that each remittance has been emailed to our suppliers each week...tedious. I have never had a problem with emailing in the past, regardless of the number being sent in a batch. Has anyone got the same problem? Any fixes?

  • MYOB2164's avatar
    MYOB2164
    9 days ago

    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

    • Earl_HD's avatar
      Earl_HD
      MYOB Moderator
      9 days ago

      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

  • Shella_A's avatar
    Shella_A
    MYOB Moderator
    2 years ago

    Hi LibbyDowning77,

     

    Thanks for your post. Please allow me to extend to you a very warm welcome to the Community Forum. I hope you find plenty of useful information.

     

    My apologies for the late response. I understand that you're experiencing issues with emailing remittance advice in MYOB, and it's causing you to manually check each remittance. I'm sorry to hear about this inconvenience. We appreciate your patience with this.

     

    Here are some steps you can take to troubleshoot the issue:

    • Ensure that there is an email address in the Remittance Advice email field for the supplier. You can check this by editing the supplier details.
    • If you're sending remittance advice at the time you make a payment, you can change the existing email address in the To field, add another email if you want to send the remittance advice to an additional email address, or cc (copy) the email to another email address. You can also click 'Email me a copy' to email a copy of the remittance advice to the email address recorded in your business settings.
    • Review the default email subject and message and change them if you want. Then, click 'Send remittance advice' to email the remittance advice.
    • If you're sending remittance advice later, or in batches, you can view the remittance advice you haven't yet emailed or downloaded by choosing 'To do' in the Status field.

     

    Let me know if you're still experiencing issues after trying these steps. We're happy to assist you further.

     

     

    Kind regards,

    Shella

    • Shella_A's avatar
      Shella_A
      MYOB Moderator
      12 months ago

      Hi LibbyDowning77,

       

      I hope this message finds you well today. I just wanted to follow up if you’re still encountering difficulties with remittance advice emails. We appreciate your patience and understanding in this matter. If you still need assistance with this, please don’t hesitate to reply, as we’re always delighted to assist you further.

       

      Otherwise, if my response has answered your inquiry, please click "Accept as Solution" to help other users find this.

       

       

      Kind regards,

      Shella

      • Shella_A's avatar
        Shella_A
        MYOB Moderator
        12 months ago

        Hi LibbyDowning77,

         

        I hope this message finds you well today. We have recently asked for an update on your failing remittance advice emails, but we have not received any response. We will be closing this thread now. If you encounter any further issues, please feel free to start a post again. We're always delighted to assist you.

         

         

        Kind regards,

        Shella

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