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Another Upgrade disaster - Unable to Match Bills to Bank Transactions

Jenny37
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Another Upgrade disaster - Unable to Match Bills to Bank Transactions

Sorry for the rant in advance.

 

I was able to Create Bills in Purchases and I have been able to match bank transactions to those bills, but only for Jul 21 & Sep onwards. For some reason I am unable to match transactions in August.

Was told to clear my cache, first box of their checklist ticked.

Was asked to allocate a transaction to an account - Now that allocation can't be deleted, Error/Issue 2 arises.

My online chat was promptly closed as I did not reply with 5 mins (I went to the toilet - God forbid)

Reopened the chat, still working on it.

I have been on an online chat for over 2 and half hours and still going....... Oh wait, a Product Specialist will have to call me once a case is raised. No guarantees when this will happen, maybe within 24 hours.

 

When will MYOB realise this upgrade is a bad idea.

If a MYOB representative does reply to this, can you please provide billing details so I can forward you an invoice for my time.

 

 

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CloverQ
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Re: Another Upgrade disaster - Unable to Match Bills to Bank Transactions

Hi @Jenny37 

 

Sorry to hear you are having trouble with bank transactions and contacting us for support. 

 

We are happy to look into it for you but we'd require more details of the problem, such as what happens exactly when trying to match bank transactions to August bills? Any items used in this bills? Are you able to match bank feeds to other type of transactions in August? Are you able to allocate bank transactions to account with August dates? 

 

I understand that you've had a lengthy discussion with our chat team and it's being looked at, could you please provide the following information so I can check it further for you?

- the last 4 digits of your serial number used with contacting LiveChat

- Is the log in email to this Essentials/My Business file same as your forum email?

Cheers,
Clover

MYOB Community Support

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Jenny37
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Re: Another Upgrade disaster - Unable to Match Bills to Bank Transactions

Thank you for your reply.

I am hoping to get a call within 24 hours, but sadly won't hold my breathe.

Happy for you to look into it though, any help to fix this would be appreciated, BAS is due on Thursday and reports can't be done unless these issues are resolved/fixed.

Serial No: ...4018

email per forum.

 

1st Issue/Error  "An unrecognised error occurred - unknown error code. Please try again. If the error persists, get in touch with us. Request ID: cb5ec98e-838b-4a76-b47b-e1694531e704." (ID changes each time and means nothing)

I am able to process bills in Purchases - Not an issue

Was able to match Bank Transactions to all bills for the months of Jul 21 & Sep 21, But not for Aug 21. Even tested and created a Bill in Oct and match perfectly to the Oct Bank Transaction.  

 

2nd Issue/Error "An unrecognised error occurred - unknown error code"

When trying to sort out issue 1, the online chat operator requested I try to allocate a Bank Transaction to an account. This was done sucessfully, however I am not able to delete that allocation now.

The operator kindly gave simple instruction on how to do this, but another error and no resolution as to why this happened either, could it be that August was such a **bleep**py month, even MYOB is rejecting it!!!

 

One last question I think the majority of MYOB's now deflated clientelle is asking.

Can we go back, is it possible to go back, to the old Essentials Version?

Why are the powers that be blinded to the fact that the upgrade is a bust? Maybe they need the company to trade at a loss. Just saying.... Sorry that was 2 questions.

 

I was first introduced to this version in April 2020, was used as a guinea pig on a new file we created. It was really, really bad then and after 4 months of errors and over 15 hours of time wasted and loss of income on the phone with MYOB Support, we lost all confidence and changed to Xero.  Now 18 plus months on, nothing has changed, just more errors, and that loading icon................................ but Xero has been great.

AndrewStephen
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Re: Another Upgrade disaster - Unable to Match Bills to Bank Transactions

Hi @Jenny37 

There is no chance that MYOB will roll back to the Old Essentials.

They have put ALL of their eggs into the New Essential / MYOB Business / AccountRight Browser basket.

This is where ALL their development resources/budget is being focused. 

It's now a single platform for all users, just differing levels of what we can and can't do based on your subscription.

 

As an AccountRight Premier user, the browser version is 100% not useable for the way we do business.
Lacks the features, is slower and the workflow is nonexistent.

 

They don't have a product to go back to as a software company.

It's going to be a rough road ahead for MYOB.
It's a real shame as they were once a market leader and offered a good solid and reliable solutiuon.

Jenny37
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Re: Another Upgrade disaster - Unable to Match Bills to Bank Transactions

Thanks for your insight Andrew ad I totally agree.

I have been using MYOB for over 20 years and can not believe after all this time with what was a highly regarded and reputal company can be so instrumental in its own demise. 

CloverQ
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Re: Another Upgrade disaster - Unable to Match Bills to Bank Transactions

Hi @Jenny37 

 

Thank you very much for the information. I can see from our records that someone from our phone based team has done further investigation on your file, she's sent a follow up email yesterday and shall give you a call today to assist further. 

 

To your other question, I'm afraid that it cannot be rolled back to the old Essentials. I understand that the upgraded Essentials do bring a lot of new changes and there are issues to be ironed out, our developers are constantly working on improving the new Essentials, and would have even more resource to do so once everyone's brought to the same platform.

Cheers,
Clover

MYOB Community Support

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Trish7
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Re: Another Upgrade disaster - Unable to Match Bills to Bank Transactions

Hi Jenny and Andrew/Stephen,

I too am totally frustrated that MYOB's upgrade has been proven  to be a downgrade.  There is so much that I could do and now can't but I am yet to find anything that I couldnt do and now can!

You mentioned moving to xero?  As an ex essentials  user, how are you finding it? My accountant also reccomended Xero so any feedback you can give me would be great.  Thanks 

 

Jenny37
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Re: Another Upgrade disaster - Unable to Match Bills to Bank Transactions

Hi Trish,

 

I have a number of other clients using Xero, some for a couple of years now and others relativley new.

I have found the program very easy to use, as have they, with little guidance. It is very user friendly and no "loading icons" or delays in processing. I have never had Xero shut down without warning.

Yes, some Xero reports are different from what MYOB use to offer and payroll is locked and unable to be altered after the following run has been processed (which was the draw card for MYOB essentials) but now with the new "upgraded" version MYOB is offering, Xero runs circles around them.

 

JL2017
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Re: Another Upgrade disaster - Unable to Match Bills to Bank Transactions

Hi Jenny,

 

Did you find the solution for your problem? I had same situation now. 

 

 

Jenny37
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Re: Another Upgrade disaster - Unable to Match Bills to Bank Transactions

Hi,

Yes they fixed this after about 24 hrs of my request being lodged. I was told that there are faults that cause this.

You will need to get onto support to fix the issue and log a request.

They have a standard checklist, you will have to waste your time on first with stupid questions and actions they will request you to do on your PC (clear your Browser, no need to do it, just say "yes done".) Take screen shots of the error as they requested this also.

They will escalate your fault and you will have to wait for them to either call or email you.

 

Good luck!! 

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