Emailing supplier invoices to in-tray doesn't work

[mediary]

Just received a supplier invoice, thought it would be convenient to forward it on to bills@essentials.myob.co.nz.

The response? "You've sent us a documents, but we don't recognise your email address. This means we couldn't allocate it to your business. You'll need to send the documents again, using the email address that you use to log in to MYOB Essentials."

Well, I sent the email from the account I use to log in to MYOB. That email account is very new - set up by me a month ago and has never been used with MYOB before.

Any ideas?

[jenniek]

Hi there @mediary

So you say that your email address is very new and has never been used with MYOB before - is this the email address that you have set up for your my.myob account with MYOB? - when you log in to Essentials you are asked for an email address - is this the same one? Did you change your email address from another one at MYOB? - you may need to call them and ask them to change it over.

[mediary]

That is correct. It's the same email address that I use to log in to Essentials. I have not changed email address with MYOB.

I was not aware of my.myob... Now that I know there's a support portal I'll reask the question there! EDIT: No I won't, as it's not taking questions. Huh?

Thanks,

Ross

[CloverQ]

Hi @mediary,

Just to confirm, the email address you've sent the documents from, is it the same email address as your Community Forum log in email?

[mediary]

Yes, that's correct.

Thanks,
Ross

[CloverQ]

Hi @mediary,

Thank you for the confirmation. We've taken a look of your account, and found the account status was set bit differently because you've purchased a 12 month set subscription, instead of the normal on-going monthly subscription.. 

We've updated the records on our end, which shall allow you to use the InTray emailing ability, please feel free to give it a try, and let us know how it goes.

[mediary]

Sorry, still no joy. Just tried again but got "You've sent us a documents, but we don't recognise your email address."

Thanks,

Ross

[Tallie_M · Accepted solution]

Hi there @mediary,

Apologies that this is taking so long to resolve!

We've made a couple more changes to your account so please do try again and let us know how that goes for you this time around. This should hopefully resolve the problem, but in the event it doesn't, we'll be able to investigate further.

Feel free to post again anytime.

[mediary]

Success! Many thanks to everyone who has worked on this!

Ross