Forum Discussion
HI Carrick1
Sorry to hear that no one has offered assistance with your query
If you are finding something unusual on your invoices such as incorrect amounts or contact information for the customer, it is recommended that you do review the invoice and company information in your MYOB Business to ensure that the details are correct.
Should that information be correct, we would love for you to get in touch with our phone-based teams to discuss the situation in more detail as soon as possible. Do ensure that you have the following information handy prior to calling:
- The serial number of the MYOB Business (bottom of the Business Name Menu - top right).
- A copy of the invoice that was sent
- A screenshot of the transaction from within your MYOB Business
- When the email was sent and the recipient(s) of that email
With this information, our frontline teams would be able to closely investigate the email records with our backend teams to see what has occurred.
Hi,
One of my bookkeeping clients has just had a very similar experience to the above example.
She invoiced a customer and sent them the invoice from within MYOB. When they paid a completely different amount from what she'd invoiced, she rang them to find out why. They said they'd paid the amount on the invoice and sent her a copy of it.
What they had received, "Powered by MYOB", was on her invoice template but billed to a completely unknown business, not a customer of my client. The company ABN and address were for some business in South Australia, not the ABN and business address of my client. Although the document name had the right invoice number, it showed a completely different number on the invoice, it was dated 18-Oct-2021 instead of 3-Jun-2022, and the amount owing was wrong.
Basically, somewhere along the way, when she emailed out her invoice, the data from another MYOB customer in Adelaide got entered onto her invoice template and sent to her customer in Victoria.
I logged in to her account from my office, checked the invoice in question, sent it to myself and it arrived with no mistakes.
However, this is VERY concerning because it means my client can't trust MYOB's inbuilt email system when she wants to invoice her customers. If she has to save each invoice onto her computer and then email them separately to her customers it will involve a whole lot more work and it's not what she's paying for with her expensive MYOB subscription.
Obviously it's some kind of glitch in MYOB somewhere because it's happened with other MYOB users, as the above post shows.
What do you suggest we do to sort this problem out?
I'm not that keen to call MYOB because I don't have three hours to spend listening to your execrable on-hold music before talking to a person in a South African call centre that has zero knowledge of MYOB. I'd prefer it if someone could contact me or my client directly.
Thanks very much for your help.
Regards,
Catherine
- Tailchaser7 months agoExperienced Cover User
Hi CatherineCE
I know this happened for you sometime ago but FYI
I called the Office of the Australian Information Commissioner and was advised to lodge a "Tip Off" against MYOB as data has been breached. See the contact form link below.
It is a prety simple form to complete and the more people who do this the more chance we have of holding MYOB accountable for their lack of action on this issue
https://forms.business.gov.au/smartforms/servlet/SmartForm.html?formCode=APC_ENQ&tmFormVersion
- Yanike_S2 years agoMYOB Moderator
Hi CatherineCE
I am sorry to hear your client had a customer who received a wrong invoice. We recommend that you contact us directly as soon as you are aware of any unusual invoices. The best way is via our phone support so we can investigate this in more detail.
However in this case, please send me a Private Message with the following information so I can follow this up for you:
- The serial number of the MYOB Business (bottom of the Business Name Menu - top right).
- A copy of the invoice that was sent
- A screenshot of the invoice that was received
- A screenshot of the transaction from within your MYOB Business
- When the email was sent and the recipient(s) of that email
- JSawyer2 years agoContributing User
Same here. I am also very concerned indeed. My client is freaking out.
- CatherineCE2 years agoExperienced Cover User
Good luck getting a response from MYOB regarding this fault in their program. I sent all the requested information to Yanike but never got a reply.
Cheers,
Catherine