Cannot see Sent Emails. Results inconsistent.

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Cannot see Sent Emails. Results inconsistent.

Trying to recover some old debts. To do so I need to prove that we have sent invoices or statements to those customers within the last 6 years. We send our statements and invoices by email directly through MYOB (without Outlook) but searching "Sent Emails" for older emails (> 2 years) almost always returns a result reading "This feature is currently unavailable" per the photo below. However, on one occasion on 23/4/20, the window successfully populated several times between 9.30 and 12 EST. Since then it has failed every time. I have tried at different times of the day including Saturday and Sunday. I have tried using different computers in different locations with different internet providers & network infrastructure. We are using AccountRight Premier AU 2020.1.0 and our company file is online.  Would appreciate any relevant advice.


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Re: Cannot see Sent Emails. Results inconsistent.

Hi @Grandstand 

 

Thanks for your post and apologies for the delay in replying. If you open the outstanding invoice are you able to click on View all activity and view the email information? Can you go to Setup>>Preferences>>Emailing tab>>When emailing invoices select Include a link to online invoice and attach a PDF and click OK. Then check if you can view your sent emails.

 

Please do let me know how you go with this.

 

If my response has answered your enquiry please click "Accept as Solution" to assist other users find this information.

Cheers,
Tracey
Previously @bungy15

MYOB Community Support

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Re: Cannot see Sent Emails. Results inconsistent.

Hi Tracey,

Yes, once I can see an email in the list, I can click it and view all activity. I did check the preferences options and the emailing option was already set up per your instructions. The problem is getting inconsitent results when trying to access older emails. I was able to get back on month of  2017 up once over the weekend, then I changed the date range to get back a little further and the system returned the error message.

I've just tried logging on at 5.30am my time to try and get back further while there are not too many users on but this failed as well.

 

Thank you for trying and keen to hear if you have any other suggestions.

Regards,

Derek, Grandstand

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Re: Cannot see Sent Emails. Results inconsistent.

Hi @Grandstand 

 

My apologies for the delay in getting back to you. I've spoken to our specialist team regarding this and, unfortunately, there doesn't appear to be a way for you to retrieve those old emails.

 

Going forward it may be worthwhile to cc yourself into emails so that you will always have a record in your email account.

 

Sorry I couldn't be of more help but please do post again if you have questions in the future.

 

If my response has answered your enquiry please click "Accept as Solution" to assist other users find this information.

Cheers,
Tracey
Previously @bungy15

MYOB Community Support

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Re: Cannot see Sent Emails. Results inconsistent.

Hi Tracey,

Thanks for your reply and thanks for trying.

I've kept trying to retrieve the old emailed statements and strangely there was a window of time recently when I could get them all. I had questioned MYOB myself about this but they could offer no solution. It seems very random that sometimes you can see them and sometimes not especially when such messages can be vital. I've used many different software platforms over the years and have never seen anything so poor. Not at all impressed with MYOB when they let this happen then make it so difficult and time consuming for their customers to communicate with them after a problem they have created.

Thanks again for trying.Tracey.

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