Some invoices not received in in tray when emailed

Hi RACI,

Thanks for raising this. I can understand how frustrating that would be, especially when you're dealing with a high volume of invoices.

What you're describing does line up with an issue we've seen where some emailed PDFs don't always make it into the In Tray, even though the same file can still be uploaded manually.
 

A few things that are worth trying:
 

  Send the invoice in a new plain email with only the PDF attached.

  Remove any signatures, logos, inline images or extra message text before sending.

  Make sure you're using the current In Tray email address if a new one has been generated.

  If it still doesn't come through, download the PDF and upload or drag and drop it into the In Tray in the browser version at app.myob.com, as that’s the safest      
  workaround while email capture is intermittent.
 

If it keeps happening after that, 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 MyAccount.

Regards,
Earl

Thank you Earl for your responce.

Is there an easy way to identify which invoices are being rejected by MYOB so we arent manually trying to figure it out?  For example, is there a way to set up email notifications when it has been rejected?

Hi RACI, 

Having a way to check which one failed would certainly be helpful. There isn’t currently an easy way to see which invoices were rejected via email, and there isn’t a notification setting for this either.

For now, the best workaround is to send the PDF in a new blank email, remove any signature or extra text/images, and if it still doesn’t come through, upload or drag and drop it into In Tray in the browser at app.myob.com.

Regards,
Genreve