Sales invoices emailed from MYOB not reaching recipients

Hey NikkiAP. Manager is using Gmail. Any hints or ideas?

If they have an IT department, ask them to whitelist accountright@apps.myob.com

Thanks so much NikkiAP  for sharing your case number - greatly appreciated.  Hope we can all get this resolved quickly.

Hi NikkiAP. Thanks. I'll ask them asap. What should they do from their end depending on what they're using?

Steve-switch is your manager using Hotmail or Microsoft exchange? It's Microsoft which is quarantining the emails.

LJZ  MYOB do know about it and just blaming everyone's emails. You are welcome to use my case number as support # 02115659. I spent 2.5 hours on the phone with them yesterday afternoon and posted around the same time you did.

Hey LJZ. Image is below. I typically cc my manager in every email and they aren't getting them anymore. I haven't changed anything from my end at all and this has now been an issue for the past 1-2 months. I've spent hours on the phone with support to little or no avail and it's beyond frustrating. I assumed the clients were getting the invoices but to hear they may not be now...?? Wow. I don't have time to download the PDF's of each invoice and individually email them each time.... I use Gmail as well if that makes a difference and have been for 13 years.

Hi Steve-switch,

When you say you are including your manager as a 'cc' in the invoice distribution, do you mean you are including your manager's email in the 'To' field in AccountRight (in addition to your other recipients)?  Or are you using Microsoft Outlook to send your invoices?  If using AccountRight, then yes, this is our current issue.  It is worth noting that we have contacted customers this week to see if they have received our invoices (when we have included ourselves on the email distribution list) and have discovered that they HAVEN'T received our invoices!  :(   This is despite the fact that MYOB's 'Sent Emails' log is showing that the invoices were successfully delivered.  Very frustrating!  I spent over an hour on the phone with MYOB late yesterday and they were unaware of any issues.  It is currently being escalated and I am awaiting their update (hopefully today) and will post an update when I hear from them.  I love the suggestion in this forum to send invoices via MS Outlook instead of AccountRight to overcome this problem however this merely sends the pdf as an attachment and doesn't include a link to MYOB online (which makes me nervous from a cybersecurity perspective).

Hi there, once I unticked Send Emails Using Accountright, we had no problem sending to anyone in our business. I believe the last MYOB update automatically turned that on.

Hey there. Thanks for this. Were you having trouble with users who you include in the cc receiving invoices? I desperately need my manager (who is offshore) to receive all invoices that are emailed to clients and they are no longer getting them. This is causing many issues for my business. I believe my clients are getting the invoices but my manager isn't any longer (after being cc'd) which is beyond frustrating. Is this the same problem you were facing?