Error: The Serial Number doesn’t match your account

[Haydes]

Product: AccountRight Live (AR 2018 or later)

When uploading a company file to the cloud you do need to be the AccountRight Live Owner or AccountRight Live Administrator. If you are not the AccountRight Live Owner or AccountRight Live Administrator when uploading that file you will encounter this message:

The system checks the email address you used to sign in and checks it against the Serial Number on the file you're uploading and found that it is neither an AccountRight Live Owner or Administrator.

Typically, the AccountRight Live Owner will be set as the Primary contact on the account or the subscription contact. Fixing this is as simple as signing in with the AccountRight Live Owner or Administrator Email Address.

If you are unsure which Email is listed, or believe that you are entering the correct one, we can take a look into your account to find out the reason for you. To do this, we'll need you to reply to this post with:

• The Last 4 Digits of the MYOB Serial Number (Found in: Setup > Company Information)
• The Company File ID (Found in: Help > About MYOB AccountRight)
• If you signed into the Forum with the same Email Address

[Jo-AnneD]

SN 2089

Company File ID - cant give this as not on my personal PC and file is not online

i have signed in with same email address

[Haydes]

Hi @Jo-AnneD 

From checking the account with the relevant Serial Number, I can see that the email you are using to sign into this Forum is different to the listed Owner/Admin account on the Serial Number.

I have sent you a Private Message with the relevant Email Address we have listed. You can check your Private Messages by clicking link: Private Message Inbox

If you sign in with this Email Address you should be able to put the file online.

[SimpsonFuel]

Serial 8032

Company id 3

simpsonja@jacksimpsonfuel.com.au - yes used the email of the account owner

Still saying that the serial number doesn't match your account when it actually does??? help please

[CloverQ]

Hi @SimpsonFuel 

I'm afraid that the email address you provided is not associated with any serial numbers. 

I've sent you a private message requesting additional account information, could you please respond to that? The message can be found by clicking on your avatar from the top right corner, then click on the mail icon.

[Booklegger145]

Last 4 digits of serial no:  0760

Co file ID:  2

signed in with :  accounts@booklegger.com.au

[Steven_M]

Hi @Booklegger145 

I've made some changes to your account, can you attempt that process again and let us know how you get on.

[mbing]

last 4 digits: 9166

company file ID: 1

same email address

[Booklegger145]

Thanks Steven but I still get the same message that the serial number doesn't match my account.

[Steven_M]

Hi @mbing 

I've sent you a follow-up message on this Forum so we better assist you with your enquiry.