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
