Error message "serial number doesn't match your account"

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Contributing User Booklegger145
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Error message "serial number doesn't match your account"

Still cannot upload V19.15 file for upgrade to v2019.1

 

Any further suggestions would be most welcome.

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MYOB Moderator Neil_M
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Re: Error message "serial number doesn't match your account"

HI @Booklegger145 

 

In some instances that message can mean that the email address you are using to log in with to upload the file isn’t recognized as an online owner level email address against that serial number. If you are receiving this error then one of the first things to try  is to use any other email addresses used by contacts on your account, as one of them may be the online owner email address

Regards,
Neil

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Contributing User Booklegger145
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Re: Error message "serial number doesn't match your account"

Thanks for your response Neil.  To my knowledge the company did not have a my.myob account prior to setting one up myself sometime in the past 10 years, so I'm fairly certain that I'm using the correct email address.  Previous bookkeepers used the same email address also.  I did receive a response last week advising that there had been changes made to our account and to try uploading again.  I got the same message and replied as such but didn't receive any further messages.  Account details sent last week were as follows:

 

Email:  accounts@booklegger.com.au

Client ID:  1XXXX9

Company File ID:  2

MYOB Moderator Neil_M
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Re: Error message "serial number doesn't match your account"

HI @Booklegger145 

 

From what I can see on that account, that email address should allow for the uploading of the company file. I’ve also resynced our system so it should pick up the correct email address for uploading the file

 

As a tip we recommend avoiding posting confidential or personal information on public posts. This includes information like serial numbers, client ID numbers and personal or identifying information about your employees.

Regards,
Neil

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Contributing User Booklegger145
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Re: Error message "serial number doesn't match your account"

Thanks for the tip Neil.  I've just tried to upload the file again and still get the same message.

MYOB Moderator Neil_M
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Re: Error message "serial number doesn't match your account"

Hi @Booklegger145 

 

If you were still receiving that error, then that could indicate that the serial number inside the file, and the one displayed on that error message is different to the one that we have recorded for that client ID number. I would double check that serial number and compare that to the serial number shown in my.MYOB for the same client ID number

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Neil

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Contributing User Booklegger145
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Re: Error message "serial number doesn't match your account"

I've checked the serial number in my.MYOB and it's the same one that shows as the current serial number when trying to upload, and I also have it on a card that was sent out a few years ago.  The client ID I previously advised is the correct one that appeared on our latest invoice.  Where do I check that the serial number is correctly matched to our ID?

MYOB Moderator CloverQ
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Accepted Solution Solved

Re: Error message "serial number doesn't match your account"

Hi @Booklegger145 

 

I just sent you a forum private message requesting additional account information. Could you please reply to it, so I can check it further for you? 

Cheers,
Clover

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Contributing User Booklegger145
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Re: Error message "serial number doesn't match your account"

Sorry I'm new to these forums.  Please advise how to respond to you privately. 

Super User sholt73
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Re: Error message "serial number doesn't match your account"

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