Sales invoices emailed from MYOB not reaching recipients

Hi everyone,

Just a quick update - the MYOB support team have now advised that there were delays with emails being delivered to recipients on Wednesday, 8 January 2025 (AUS time - albeit if this were the case, the emails should have eventually gone through but they haven't).  Anyway, long story short, we are now able to send out sales invoices via AccountRight again.  We have contacted a random number of customers to whom we have sent invoices to during the period 6-8 January 2025 and all have confirmed non-delivery, so we have reissued them today.  If you too have experienced issues, I'd recommend doing the same.  Hope you are all up and running again too!  :)

Couldn't agree more NikkiAP.  I'm just glad it's fixed ... at least for now. 

HI

Wondering if there is an issue emailing invoices again today.  I have tried to send sales invoices 4 times and it is not showing up in the Email Log.  I have tried emailing to myself and not receiving either.

This is still happening and there is no checkbox to untick "Send emails Using Accountright" using the software or app.myob.com
Combine this with no way to contact MYOB, there is absolutely no support for this product.

Hi MalissaF, 

You're on the right track thinking about reaching out to our support team, since there could be several reasons why your email isn't going through. You can create a support ticket from the MyAccount window explaining what's going on, or reach out via online assistance.

Thanks,
Genreve

This is insane MYOB! The first and foremost function of any accounting software is to be able to generate an invoice and send it to our customers. This has been going on for the longest time now, MYOB support don't want to know about it and yet are happy to take our money month to month despite business not being able to receive our invoices. My inhouse experimental validation of this issue first highlighted ISP email servers pulling PDF files at the source and either not delivering them at all or only delivering them for approx 10 minutes before withdrawing the email (not spam or junk) but withdrawing it at the server. It seems adding the MYOB send address to a white list or trusted site list also doesn't work as my customers have had continued issues over many months. Secondly doing away with the PDF it appears the invoice link is now being flagged as a security risk with the result being the same, the email is being pulled from our customers ISP email server at the source. This seems to be more of an issues with larger business using MS Exchange or the like. In any case we should not have to print each invoice to a PDF Converter than manually send invoices to each customer. Doing so eludes the built in chain of custody MYOB has to trace the customer interaction with the invoice for collection purposes. YOU HAVE TO FIX THIS! Its MEGA FRUSTRATING and TIME WASTING.

Hey Icecouriers,

Sorry this has been such a headache, and really appreciate you laying out all the issues with invoices not landing, emails being pulled by servers, PDFs and links getting flagged, plus the manual‑send workaround messing with your tracking. 

Best move now is to flick this through to our team so they can check what's happening. You can reach them on Live Chat via our virtual assistant, MOCA, or by submitting a support case via My Account.

Cheers,

Doreen