MYOB crashing when I try to click on Setup/User Access

Question

I can' access "user access" on the MYOB app.&nbsp; MYOB keeps crashing when I try and click here

genreve_s · Answer

Hi beccaa1,&nbsp;
&nbsp;
Thanks for your response.&nbsp;
&nbsp;
If the solutions provided by Earl_HD didn't resolve the issue, I recommend visiting our support sites at myob.com/support or myaccount.myob.com. Here, you can interact with MOCA, our virtual assistant, for immediate help. If MOCA is unable to assist, you'll be automatically redirected to our live chat team.
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It would also be beneficial to have a copy of the diagnostic log handy, as our support team may need it to better understand the root of the problem.
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In the meantime, feel free to create a new thread if you require any other assistance.
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Thanks,Genreve

earl_hd · Answer

Hi beccaa1,Thanks for your post. To resolve this issue, I suggest performing basic troubleshooting steps for the MYOB app. Follow these steps for guidance:&nbsp;
Update the App: Ensure you have the latest version of the MYOB app installed. Updates often contain bug fixes and performance enhancements that can resolve issues.
Restart the App: Completely close the MYOB app and then relaunch it. Sometimes, a simple restart can fix minor glitches.
Clear Cache and Data: If issues persist, clearing the app's cache and data can be helpful. This process may vary depending on your device and operating system.
Uninstall and Reinstall the App: If the problem persists after clearing the cache, consider uninstalling the app and then reinstalling it. This can often resolve more complex issues.Feel free to post again, we're happy to help!If my response has answered your enquiry please click "Accept as Solution" to assist other users find this information.Regards,Earl

beccaa1 · Answer

I've tried all these things, and it hasn't resolved my issue

beccaa1 · Answer

This would be useful if I could actually get past MOCA, I get to the point where I can be transferred to an agent, and straight away I get a message saying I'm disconnected the the bot is back.&nbsp; I need to reset someones password and add auditors to the file

shella_a · Answer

Hi beccaa1,&nbsp;
&nbsp;
Thanks for posting. I'm here to guide you. If MOCA is giving you a hard time, you can send a support request, and our team will reach out via email. If you prefer to chat, please visit us during our working hours, which are listed on our website.
&nbsp;
To reset your password and add auditors, here's a simplified guide:

Visit&nbsp; http://myob.com/passwordreset
 Input your MYOB email and captcha code, then hit Next.
 Select "I forgot my password" and hit Next.
 Key in your phone number (the one you registered with) and choose either text or call.
 Input the Microsoft code you receive and hit Next.
 Answer your security questions and hit Next.
 Create a new password that fits the website's criteria.

Keep in mind that your new password should be unique, not include your name, be at least 12 characters long, have at least one uppercase and one lowercase letter, and include at least two numbers or special characters.
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For adding auditors, I'll need more specifics about the software or service you're using. But generally, you can add them through the settings or user management section of the software by entering the auditor's email and assigning the right permissions. For more information, you may check out this helpful article about managing user access.
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Feel free to post a response if you need further help.
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If my response has answered your inquiry, please click "Accept as Solution" to help other users find this.
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&nbsp;
Kind regards,
Shella

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MYOB crashing when I try to click on Setup/User Access

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