A couple of invoices emailed directly from MYOB AccountRight has bounced back with the following message:Diagnostic-Code: smtp; 550 5.7.1 Policy-DT510: Rejected content policyviolationI just wanted to check it wasn't a glitch in MYOB before I contact the customers.I have emailed as an attachment from my email package and haven't had it bounce back as yet.

Hey DonnaLee1972, Good pick‑up, and cheers for laying out what you've tried. The “Diagnostic‑Code: smtp; 550 5.7.1 Policy‑DT510: Rejected content policy violation” is the receiving mail server blocking the message content, not a glitch in AccountRight. Give the customer’s email address a quick review for typos just in case. If the invoice still bounces, ask the recipient's IT to allow or whitelist MYOB email before you resend. You can also check with our team if the email is blacklisted on our side and clear them so future invoices get through. You can reach them on Live Chat via our virtual assistant, MOCA, or by submitting a support case via My Account. Cheers, Doreen

I have also had this issue yesterday with 2 different email addresses both had been used a number of times previously with no issues, however yesterday they bounced back with the same error code. Both customers, the email address was correct.

Hi Bigdifference, I can see how that’s disruptive, especially after things were working before. Since both email addresses are correct, ask the recipients to whitelist MYOB’s email sending domains. You can also try a simple one-line, plain-text email (no links, logos, or attachments) to each address and cc yourself to see if it goes through. If it still bounces with the same error code, it’s time for our team to check whether those addresses are blacklisted on our side, reach out to them directly and they’ll look into it. Cheers, Princess

Hi MYOB Team,I am having the same trouble. We emailed roughly 100 invoices a day and are getting around half back with this error. These are emails we use all the time and don't normally have trouble. I really think it's something to do with MYOB.If you could please have a look and see what has happenned it would be greatly appreciated. Christina

Hi poolcentre, A bit odd, three people running into the same email issue. I’ve checked, and there aren’t any known problems with emailing right now. If you’ve already tried the workarounds shared here and it’s still playing up, your best bet is to give our support team a shout so they can dig in deeper with your issue. Regards,Genreve

Undeliverable Invoices | MYOB Community

23 Replies

Mike_MYOB
Community Manager
3 months ago
Hi ChrisClark , I don't have an update right on when this will be solved sorry.
In the meantime, you can still continue to send your invoices if you download them as a PDF and email them yourself through your email server (outlook/gmail etc)
There should be no need to continue contacting our support team either as it is a known issue that we are working on already.

Regards, Mike
ChrisClark
Experienced User
3 months ago
So, is it going to be fixed soon? Even the emails that I was told have been fixed are still bouncing back and I am waiting on hold each day trying to speak to someone. I have emailed the addresses that are still bouncing back but no one ever replies. Business is really suffering not being able to send invoices.
Mike_MYOB
Community Manager
3 months ago
Hi all - this has been raised as an incident internally now
Sorry for the frustration caused

Rejected emails - 04/11 | MYOB Community
TPP1
Member
3 months ago
I can confirm that, at least for us, the cause is the invoice link that AccountRight attaches to the invoices - to test this I forwarded the bounced back email from the sent box (copy and pasted the same email address that was used) twice, one unedited and the other with the invoice link table removed from the email. The unedited email bounced back again, the one with the table removed did not bounce back. Until MYOB lets us remove this link the only solution we can do on our end is to re-send the email with that link edited out and then it will go through.
I talked with support but they are sticking with their claim that this link can not be removed from the invoices even though it isn't there if you haven't gone through verification.
Shella_A
MYOB Moderator
3 months ago
Hi lmm0211,

Great work on trying the workaround suggested. If Internode invoices are still bouncing, best to jump onto our live chat support through our virtual assistant, MOCA, or submit a case via My Account. They will take a closer look and help you get those emails delivering again.

Cheers,

Shella
lmm0211
Contributing User
3 months ago
We are also having issues sending invoices to internode email accounts - never happened before - long term clients that have not changed emails but all of a sudden they are bouncing. MYOB keep saying it is not their end but seems odd this is happening to others all of a sudden as well???
JTLawnmowing
Member
3 months ago
I am having the same issue with invoices failing to send with the following error message "Diagnostic-Code: smtp; 550 5.7.1 Policy-DT510: Rejected content policy violation"

The email addresses are either Westnet or Iinet email accounts.
Isaiah_C
MYOB Moderator
3 months ago
Hi Frank11,

Thanks for the heads-up! Best to reach out to our support team so they can help sort this out for you.

Regards,

Sai
Frank11
Member
3 months ago
I also have this issue with one customer.
Isaiah_C
MYOB Moderator
3 months ago
Hi Everyone,

Thanks for letting us know. That'd definitely be a bit of a headache having your invoices bounce back. Now worries though, our support team can help get this sorted for you. Just jump onto our live chat support through our virtual assistant, MOCA, or submit a case via My Account. They'll take a closer look and help you get those emails delivering again.

Regards,

Sai