Unable to confirm file - preventing access

[Alymo]

Purchased Account Right (outright) years ago. No problems. Then they required me to get a company file every 3 months to unlock my information. This could only be done by phone as the confirm online would not work. After two plus hours on the phone each time it gets email to us and we are operational. Then we started to get the upgrade spiel. Now they have turned of the input field for the email company file. They did this while we were in conversation with them so we can confirm it was done on their end. Now the phone calls are many hours on hold with no resolution, not even an attempt. I do hope they have recorded all our conversations as It look likes we have to go to Fair Trading NSW for help.

[Yanike_S]

Hi @Alymo 

Thanks for your post. I am sorry to hear you had this experience with our phonesupport. I am happy to have a look into this for you. We have seen errors with the confirmation online when you're using Windows 8 or earlier – you'll need to upgrade to a newer Windows version. In the meantime, try this workaround:

1. 1. Close AccountRight.
   2. Open the Windows Control Panel (click the Windows Start button and type control panel then click Control Panel in the displayed results).
   3. Set the View by to Small icons.
   4. Click Internet Options.
   5. Click the Advanced tab.
   6. Scroll down to the bottom of the Settings.
   7. Select the option Use TLS 1.2
   8. Click OK.
   9. Start AccountRight and try to activate/confirm again.

If you are still having issues, I am happy to further investigate this and confirm the file for you by sending me a private message with the following:

• The MYOB Serial Number (Found in: Setup > Company Information)
• The Company File ID, product and build (Found in: Help > About MYOB AccountRight)
• If you are on an older version I would need the confirmation code

[Alymo]

Thank you for your fast reply this did not help 

How do I send you a private message

[Yanike_S]

Hi @Alymo 

Please click on the following link: send me a private message.

[Alymo]

Hi, I have Account Right Standard.

I need to confirm a company file.

My software has never allowed me to confiem online and it has to be done over the phone, then I am email the file to load into my software.

The last few phone calls I have made resulted in very very long periods of being put on hold. I am then told the file will take an hour or so to be email to me. This does not happen.

I am still awaiting the file by email.

Can someone please find out why I have not received the company file or send me one.

Regards

Robert

[ChrisMYOB]

Hello @Alymo 

Thank you for your post. 

Online Confirmation can be impacted by settings on your computer. If you are on an older Operating System and/or running an older version then we do recommend reviewing the settings on your computer - the TLS settings. Check out the What happens when confirmation isn't working? section of Activation and Confirmation of company files guide for information on that process.

Should you still be unable to confirm then do send me a Private Message  on this Forum with the following information:

The serial number of the product - Setup>>Company Information
The company file ID - Help>>About AccountRight
The version of the software you are - Help>>About AccountRight
If you are on AccountRight Classic (v19 or below) - the Company file code

[Alymo]

Thank you Chris, Yes I have tried the setting on my PC many times with no avail. Your PM link did not work for me?

Regards

Robert

[ChrisMYOB]

Hello @Alymo 

The Private Message did work, I have received the information. 

I have responded through the Private Message requesting some additional information, please. 

To access the private messages you can click on your avatar in the top right and select the envelope icon.

[Alymo]

Hi, I have Account Right Standard.

I need to confirm a company file.

My software has never allowed me to confiem online and it has to be done over the phone, then I am email the file to load into my software.

The last few phone calls I have made resulted in very very long periods of being put on hold. I am then told the file will take an hour or so to be email to me. This does not happen.

I am still awaiting the file by email.

After contact with two moderators and private messages with the information they requested I have been left in the dark. "please look at my moderator messages"

Can someone please find out why I have not received the company file or send me one.

Regards

Robert

[Alymo]

Still no support