Doreen_P
MYOB Moderator
Joined 3 years ago
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Re: Frustration with MYOB help
Hi Rodday Sorry this has been a frustrating experience, especially after the support form failed and you’ve been left sending invoices one at a time. Because the invoices send successfully when opened individually, the email addresses may be valid, but MYOB Business may not be recognising them correctly from the invoice list. In Sales > Invoices, open one of the affected customer records and confirm the address is in the Email field. If it is, try deleting and manually re-entering the address without any spaces before or after it, then save the record. Refresh the Invoices page, select the invoices again and click Email. MYOB Business checks that every selected customer has an email address and should show a warning icon next to any invoice it considers incomplete. If an address is saved in another contact field, move it to the main Email field used for invoicing. If the issue continues, check whether a warning icon appears next to the affected invoices and whether all customers or only some are affected. This may help identify whether the problem is with a specific contact record or the invoice list. You can also review Email, SMS or print sales and Sending emails for the batch-email steps. Cheers, DoreenRe: Assist app won’t load items and services
Hi Aaronjc, Thanks for the screenshot. Since MYOB Assist is newly installed, please check that you’re using the latest available iOS version. If you’re already using the latest iOS version and the latest MYOB Assist app version but the items still won’t load, tap the ? help icon in MYOB Assist for in-app guidance. You can also contact our support team via Contact Us page. Include your MYOB Assist app version, iOS version and iPhone model so the team can investigate. Cheers, Doreen8Views0likes0CommentsRe: Business Verification and Secure Payments
Hi AnnaCWP, You’ll need to complete business verification before you can continue using the email invoice option. Once verified, you can turn off Online Payments by: Going to the Sales command centre. Clicking Online Payments. Opening the Settings tab. Deselecting Allow Online Payments under Online Invoice Payments. The Pay securely options won’t be available to your customers on new invoices, rather than appearing as disabled options. For existing unpaid invoices, save the updated payment settings and resend the invoice so your customer receives the correct version. For more information, see Secure invoicing and Turning online payments on or off. Cheers, Doreen15Views0likes0CommentsRe: STP Superannuation
Hi Vadar, If it’s the Superannuation Guarantee category that’s playing up and the ATO reporting category field is greyed out, no dramas. Please reach out to our support team via the Contact Us page. They can take a look at what’s happening in your file and help run a script to get your payroll run back on track. Cheers, Doreen8Views0likes0CommentsRe: MYOB Team – Geolocation Not Working on iOS and Android
Hi Shenanigan_0919, Thanks for sharing all those details and device info. Because the same behaviour is occurring across several iPhones and an Android device, it may not be isolated to one device or permission setting. First, check the location setup in the MYOB Team admin portal: Go to Locations and open the relevant location. Confirm the time capture type is Clock on, Clock off mobile. Make sure Enable geolocation is selected. MYOB Team records the employee’s location when they clock on or off. An Off status means the phone’s location service wasn’t captured for that interaction. The employee also needs to be within 200 metres of the business location for the result to show as In perimeter. Please also make sure the MYOB Team app is updated to the latest available version, as keeping the app current can help avoid unexpected behaviour. For more information, see Using the MYOB Team admin portal and Using the MYOB Team mobile app. If you’re still having issues with MYOB Team, you can reach out to our support team through the Contact Us page. Cheers, Doreen11Views0likes0CommentsRe: Payroll Advice Report - Remove Emergency Contact
Hi ISB, That’s a fair call, especially when emergency-contact details are appearing on a report you need to share. In AccountRight, these details are stored in the employee card’s Notes field, and there isn’t currently a setting to hide Notes from the Payroll Advice report. For now, export the report to Excel, remove or redact those details, and check the copy before sharing it. This won’t change the employee’s record. You can also add this idea on the AccountRight Ideas Exchange to help bring this request to the development team’s attention. Cheers, Doreen0Views0likes0CommentsRe: Linking a receipt can't be this hard
Hi Dizzyswinger, Matching a receipt should feel much more straightforward. One workaround, if these are bank-feed transactions, is to start from Banking > Bank transactions rather than the upload. In any view except Reconcile, click the attachment icon next to the transaction, choose Link from Uploads, select the receipt and click Link. The steps are in Attaching documents to bank transactions. If the item is already a Spend money transaction, open it through Banking > Find transactions, click the reference number, then choose Link a source document. MYOB can prefill details from the upload and show the document alongside the transaction. See Attaching documents to spend money transactions for the steps. We’ve seen the idea post you've shared, and it’s a great place for other users to add their vote. This can help bring the request to the attention of our product team. Cheers, Doreen5Views0likes0CommentsRe: Bank Register shows transactions, but I cannot see them when doing a Bank Account Reconciliation
Hi Julie---1, Thanks for confirming you're seeing the transactions in bank register. First, check that you’ve selected the correct bank account and statement date. Only unreconciled transactions dated on or before the statement date will appear. If those details are correct and the transactions are still missing, please contact MYOB Support via the Contact Us page so they can take a closer look. Cheers, Doreen10Views0likes0CommentsRe: InTray Slow/Lagging
Hi kirraBrookies, Totally fair call, especially when the slow In Tray is getting in the way of your day. As mentioned by Sai, your account has already been added to the affected users list, so your experience has been captured for the team investigating the issue. There’s no further update or confirmed timeframe just yet, but we’ll share an update once this has been resolved. Cheers, Doreen12Views0likes0CommentsRe: Unable to delete web sales template
Hi _-_-_-_-_, It makes sense to return to your desktop template if it gives you the format you need. You can remove the web template, but another web template needs to be set as the default first. Go to Sales settings > Templates. Open the template you want to keep, select Set as default template, and save it. Open the unwanted template using the three dots (...) and choose Delete. If you want to use your desktop template, you can still select it when printing or emailing invoices. For more details, see Customising invoices. Cheers, Doreen19Views0likes1Comment