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a month ago
Is there anyone who can help this client?
I m not experienced in EasyEmployer integration.
Please contact client directly if yes.
Thank you for your response.
Our main issues are exporting timesheets from EasyEmployer to MYOB. We use AccountRight Plus 2019.4.0
For at least the last 3 pay periods the regular process of exporting to MYOBs API did not work at all. The process will be initiated, and halted after a while, EE coming up with this error window
We had to retreat to creating a flat file in EE and importing it to MYOB
It is not an ideal solution as there are a lot of limitations to using a flat file, i.e:
Every time we come across this issue EasyEmployer blames the lack of communication between the two systems on MYOB’s API issues – apparently reported to the MYOB developers multiple times without real response, or having the issues addressed by MYOB.
After the most recent payroll I’ve attempted to import the leave balances from MYOB to EE, again the process halted many times – in response, EE’s support team again came up with an explanation that it is caused by MYOBs API crushing.
They’ve suggested trying multiple times or doing the export via flat file again ( which is not our preferred method of doing things)
I’ve tried multiple times over 2 days and finally managed to complete the export, but all of this is very unsettling and time consuming.
Have you come across this issue with other MYOB users?
I’d appreciate your feedback.
We are looking for a local professional, who could provide us with support when a need arises
Many thanks for your time
Eva Deska · Payroll Accounts Officer
t. 02 9748 7372
a month ago
Thank you for your post.
Speaking with our API Support team, we have received a request from EasyEmployer mentioning this particular situation. Our team is working in collaboration with them in order to resolve it at the earliest.
Please reach out if you need further assistance.
2 weeks ago
Hi - since it's been over a month now, I'm wondering what your answer to the above post might be?
I've been in touch with EasyEmployer support team, and although they are very helpful in handling and helping with errors, in this case they are unable to advise on issues which are evidently caused by MYOB not being able to handle the processes in satisfactory way.
You can't say that you are working "in collaboration" with EE, as there is nothing to "collaborate" on.
We feel as we are left to our own devices; no answers or help is coming our way from MYOB support team.
2 weeks ago
I have been advised by the API team that they did get in touch with you in order to resolve the API connection issue and provide some more information around this. I'm glad to know that this is now fixed.
Please feel free to post should you have further queries.
2 weeks ago
My apologies, but I don't understand what do you mean by "this is now fixed"..?
Just because someone "got in touch" with us, does not mean they've provided a solution - as a matter of fact, they haven't!
We have researched the topic ourselves ( outside of MYOB "support") and applied what seemed a sensible thing to do, it has temporarily worked for us, but we have never received an answer/advice from MYOB program developers/technical support for what a permanent solution is in this matter.
I'm not sure what for this forum exists - pointless polite responses do not answer technical questions; MYOB users can not receive practical advice on technical issues via a phone call to the "support team", either..
I would not in any way consider this post as "solved" - we are still awaiting advice from MYOB on what to do when timesheets do not load to AccountRight due to it's API issues.
2 weeks ago
Thank you for your additional feedback in regards to your situation.
I understand through various channels that you have closed your financial year which, in turn, has allowed you to import that timesheet information from your third party.
As with all third party products and API supported enquiries, if you do have a third party solution that is not working as intended we do recommend contacting that third-party developer. If that developer does require assistance with that enquiry they are welcome to utilise the support tools available to them through the MYOB Developer Centre. Typically, we don't provide direct assistance to the end-user of an App/API connection apart from ensuring that the API/Add-On connector is installed.
From my understanding, we have gone through at a request from a developer partner to contact you directly and looked into the logs of the company file for the API. I am under the impression after speaking with that the team that the issues you are experiencing are not related to the API directly, as updating the financial year has resolved that connection. The issues you may have been experiencing possibly could be retained to the file size and other circumstances. As such the team have made recommendations such as potentially starting a new file and using the current file as a historical file, along with adding timeout extenders and using the company file locally.
2 weeks ago
Thank you for your reply, however I'm afraid that there is a point missed in all of this.
When we first started to experience those issues, firstly we have done everything in a way you advise below
(without seeking help from MYOB)
"As with all third party products and API supported enquiries, if you do have a third party solution that is not working as intended we do recommend contacting that third-party developer. If that developer does require assistance with that enquiry they are welcome to utilise the support tools available to them through the MYOB Developer Centre. Typically, we don't provide direct assistance to the end-user of an App/API connection apart from ensuring that the API/Add-On connector is installed. "
The third party developers confirmed few times that the occuring issue is due to MYOBs API inability to handle this.
The third party involved is awaiting advice from MYOB developers the same way as do we; we are in constant touch with them and exchange the (non)updates we receive from MYOB developers. They are ready to work on any development suggested by MYOB.
You said "you are under the impression" that the issues we are experiencing are not related to the API directly.
Since I first reported those issues to MYOB, we made countless phone calls to MYOB support, posted in this forum, contacted MYOB developer partner and received emails from your API specialist - all suggestions were not on point and not offerring a permanent solution. I've been following the forum and receiving feedback from other sources and realised we are one of many in the same situation. I don't know how it can be considered as being fair to the customers in terms of supporting the product.
All we ever wanted to hear was "yes, MYOB is aware of this problem and this is what we are doing to improve/fix this matter" - the only advise MYOB gives us is "perhaps you should try this.....and this....or - possibly -this...." - and best of luck!
We are not able to take our file off line; it's crucial to our business that we have efficiently working system online. AccountRight has been purchased for this purpose after long and careful consideration.
I'm not here for the blame game, but our frustration has reached certain level and our faith in MYOB has dwindled significantly.
Does MYOB have an official Complaints Department we could reach?
2 weeks ago
by MacGirl 4 weeks ago