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ALLHOURS's avatar
ALLHOURS
User
8 months ago

Lack of contact & help when requesting support

Since the change to the new MYOB we have had numerous issues - most of which we still have not had any response to despite chasing with our queries.

These have included but are not limited to:

- no access at all to MYOB

- unable to easily find out which invoices remain 'drafts' and have not been sent

- invoices that have been emailed, not showing as emailed in our system

- no bank balance updating or showing on our dashboard

- accounts that have previously been reconciled, not showing as reconciled in the system

 

Our most recent issue is that of items now showing as unreconciled that were not showing as unreconciled prior to the change over.  We have rereconciled those that confirm a 0 balance difference, but have multiple accounts where this is not possible.

 

We have contacted our Accountant to see if he can assist and he has referred us to MYOB to assist.

 

We are still awaiting any response to our query from 7 days ago.

 

We are extremely concerned that this will cause issues for GST calculation and Year End - meaning that the information we provide to the IRD is incorrect.

 

Does anybody know of a way to fix this issue and/or actually receive the assistance we require to fix all the issues that have arisen since the move to the new MYOB format.

 

 

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  • Earl_HD's avatar
    Earl_HD
    MYOB Moderator
    7 months ago

    Hi ALLHOURS,

    Thank you so much for your detailed post and welcome to the Community Forum! 

    My apologies for the late response. If you can't access your Account, what I recommend is to clear your browser's cache and history or try logging in from a different browser. For your second query, when you access one of the invoices facing email delivery issues and scroll down to the Activity section, please take note of its status (e.g., 'Delivery Failed'). It's worth mentioning that it may take up to an hour for the status to update, so if you checked it immediately after sending the invoice, it might not reflect the most current information. If the Activity status displays 'Sent,' this indicates that the invoice has been successfully dispatched from our system. In such a scenario, the issue is likely attributable to external factors, such as ISP-related email blocking or rerouting to spam/junk folders.
     

    Moreover, if you receive an 'Undeliverable' email notification after sending the invoice, please look for a diagnostic code toward the bottom of the email. Kindly capture a screenshot of this code and share it in your next response.

    The newer MYOB Essentials/Business platform will list the balance of your bank accounts for accounts that you have bank feeds for - it will list the Bank feed balance and the calculated balance. Other bank accounts would not be listed. If you are needing to get a balance on those, running the General Ledger detail report would be the recommendation to get that balance. For quicker access, you could save that as a Favorite Report.

    Sometimes, discrepancies occur due to unintentional changes made by users. For instance, if a previously reconciled transaction is accidentally altered or deleted, it might no longer appear as reconciled. If the latest date on this report does not match the last reconciled date on the reconcile accounts window, that means there is an issue with the report. In order to correct it, take a backup of your file, and

    1. Go to Banking > Reconcile Accounts
    2. Enter a fake date after the latest statement date: e.g. 01/08/2023. Ignore the message about the transaction being future-dated.
    3. Enter the Calculated Statement Balance into the Closing Statement Balance field, so that the Out of Balance is $0.00
    4. Press the Reconcile button. This should then allow you undo the 'fake' reconciliation and any other future dated transactions and the transactions should show up correctly in the reconciliation window.

    I hope I was able to answer all of your queries. Feel free to post again, we're happy to help.
    Regards,
    Earl