Earl_HD
MYOB Moderator
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Re: No access to file after changing user to Online Administrator
Hi accountFIT, If a user was changed from File User to Online Administrator and then lost access to the file, the first thing to check is whether that user still has the correct access against the company file and has accepted the latest invitation linked to their email address. If everything looks correct and they still can’t get in, this may need a bit more checking from the back end, so it’d be best to reach out to our support team for further help. You can reach them on Live Chat via our virtual assistant, MOCA or by submitting a support case via MyAccount. Regards, Earl10Views0likes0CommentsRe: Positive stock on hand and negative value in inventory
Hi Richmond91, That's a tricky one! This That message can appear when changing inventory preferences if the item history causes the system to detect a negative on-hand quantity at a point in time, even if the current quantity now looks correct. To help get this sorted, please reach out to our back-end team so they can help you fix this. You can reach them on Live Chat via our virtual assistant, MOCA or by submitting a support case via MyAccount. Regards, EarlRe: Run Diagnostic Script
Hi Richmond91, Appreciate the screenshot, super helpful! That message can appear when changing inventory preferences if the item history causes the system to detect a negative on-hand quantity at a point in time, even if the current quantity now looks correct. To help get this sorted, please reach out to our back-end team so they can look into this further and assist with the next steps. You can reach them on Live Chat via our virtual assistant, MOCA or by submitting a support case via MyAccount. Regards, Earl4Views0likes0CommentsRe: AR SE version not opening up my files
Hi Julie_B, Thanks for raising this! From what you’ve described, this might be related to the issue we had yesterday that was also reported by other users. A couple of things that have helped in similar cases are: -reinstalling AccountRight Server Edition -if available, installing and trying the PC Edition instead, as some users have had success opening their files that way If neither of those help, the next step would be to get in touch with our support team so they can check it further with you. You can reach them on Live Chat via our virtual assistant, MOCA or by submitting a support case via MyAccount. Regards, Earl9Views0likes0CommentsRe: INVOICES NOT SENDING
Hi LSHMND, That definitely sounds like a bit of a hassle, especially when everything’s been working fine before. As a first step, it’s worth clearing your browser cache or trying again in a private/incognito window, as this can sometimes help if the invoice is showing as sent in the activity history but the email hasn’t actually gone through. If it’s still happening after that, this may need a bit more checking from the back end. You can reach our Live Chat team via our virtual assistant, MOCA or by submitting a support case via MyAccount. I also understand your feedback about the contact experience, and I appreciate you calling it out. Regards, Earl4Views0likes0CommentsRe: PaySuper_Some employee not showing
Hi James_BTWOH, That does sound a bit odd. If some employees are missing from the Create Super Payment list, please double-check their super fund settings and make sure Use MYOB to pay super is ticked. It’s also worth checking that they have super amounts owing for the period and that their fund details are fully set up. If everything looks correct and they’re still not appearing, this may need further investigation from the back end, so it’d be best to reach out to our support team for more help. You can reach them on Live Chat via our virtual assistant, MOCA or by submitting a support case via MyAccount. Regards, Earl7Views0likes0CommentsRe: Documents disappearing from IN TRAY
Hi Steve-Shakanda, That does sound a bit odd. We’ve seen a similar issue where documents appear in the browser In Tray but not in the AccountRight desktop app. One known cause is if there are password-protected PDF documents sitting in the In Tray that haven’t yet been linked to a transaction. When that happens, the desktop app may not display the In Tray correctly, even though the documents are still visible in the browser. As a workaround, please try opening the In Tray in the browser and checking whether there are any password-protected PDFs waiting to be assigned. If there are, allocate them to their transactions in the browser first, then check the desktop app again. If the issue continues after that, we’d recommend reaching out to our support team so they can investigate further with you. You can reach them on Live Chat via our virtual assistant, MOCA or by submitting a support case via MyAccount. Regards, Earl17Views0likes1CommentRe: Pay Superannuation for last week
Hi Tasqua, Thanks for sharing this. This does seem a bit unusual and may need some further checking on the back end. As a first step, we’d suggest clearing your AccountRight cache to help rule out any software discrepancies that might be affecting how the page is displaying or behaving. If the issue remains the same after that, please reach out to our support team so they can investigate this further from the back end. You can reach them on Live Chat via our virtual assistant, MOCA or by submitting a support case via MyAccount. Regards, Earl20Views0likes0CommentsRe: Importing Spend Money Transactions
Hi blacklabelit, Appreciate for the screenshot. This would require further assistance on the back end, so please reach out to our team for more help. You can reach them on Live Chat via our virtual assistant, MOCA or by submitting a support case via MyAccount. Regards, Earl