Sending Invoice from Outlook to MYOB in tray

Hi mClgroup17,

Thanks for raising this. This is a bit unusual, and we’ll need to troubleshoot it on our end, please reach out to our team directly. You can reach them on Live Chat via our virtual assistant, MOCA or by submitting a support case via MyAccount.

Regards,
Earl

Hi

I am also experiencing the same issue.  This has been going on for a few weeks now.

Regards

Kim

Hi kimfertgrain,

That's rough, a few weeks is a long time to be stuck with email-to-Intray. The feature can be somewhat finicky about what’s included in the email body. Easiest fix: send it to the inbox with no message text and just the PDF attached; that pretty much always works.

Regards,
Genreve

Thank you for your reply Genreve.

Your suggestion hasn't worked.  The invoices I am forwarding from outlook have worked previously.

Regards

Kim

Hi kimfertgrain 

Thanks for giving the workaround a go. Best bet now is to log a support ticket via My Account, then jump on live chat with MOCA, our virtual assistant, to troubleshoot this further. 

Regards,
Genreve

HI Genreve_S​ 

I have a client also having this issue - just started in the last week or so. Has this been sorted yet?

Hi jenniek, 

It’s a known intermittent issue affecting some customers and is still under investigation, so not fully resolved yet. In the meantime, the most reliable workaround is to send the invoice PDF in a brand‑new email (no body/signature) to the In Tray, or upload it directly in-product. 

Regards,
Genreve

This morning I tried to send the MYOB invoice for monthly fees to my MYOB in tray and it didn't get to the in-tray.  This is pretty sad situation that your software doesn't accept your own invoices in PDF format.  What are your going to do about this?  I don't have the time to play to play "tick-tack" between a call center employee and your tech team.  

This is a totally random problem, some invoices make it and others don't.  Please get back to me with a solid solution.

I'm having the same issue.

Hey mClgroup17 and Waza13,

We’re aware that some emailed documents aren’t turning up in the In Tray and I’m sorry this got in your way. You can remove your email signature and resend the invoice to your In Tray address, as signatures can be treated like extra attachments and block delivery, and this usually gets the In Tray back on track. If it still doesn’t show after that, make sure to reach out to our team on Live Chat via our virtual assistant, MOCA, or by submitting a support case via My Account to dive deeper.

Cheers,

Doreen