Earl_HD
MYOB Moderator
Joined 3 years ago
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Re: Issue in Purchase Register
Hi Lena22, I can see how concerning it must be when something that usually works suddenly doesn’t. There are currently no reported issues like this in our system, so it may be related to a local issue with your AccountRight cache. Sometimes the cache can become corrupted and cause unexpected behavior like what you're describing. We recommend clearing your AccountRight cache and then trying again. You can follow the steps in this guide to clear it: Clearing the AccountRight Cache If the issue persists, make sure to reach out to our team directly. You can reach them on Live Chat via our virtual assistant, MOCA or by submitting a support case via MyAccount. Regards, Earl3Views0likes0CommentsRe: Long time processing
Hi secs, I can see why this delay would be concerning, especially when you're expecting the funds to arrive within the usual timeframe. Upon reviewing your account, we noticed that a recent change to your bank account information is likely causing this delay. I can see that a case has already been created for you, and I have followed up with our team about this matter. They will reach out to you shortly with more specific information regarding your payment status. Regards, Earl7Views0likes0CommentsRe: Sales Order receipts
Hi RozPiara, You're absolutely right! In AccountRight (Desktop version), statements can only be generated from invoices, not orders, since orders are considered non-financial until converted. That means they won’t show up in statements until they’re invoiced. The good news is that you can easily convert your orders to invoices. Once you do that, you'll be able to record payments and generate detailed customer statements. Check out this guide on how to convert a sales order to an invoice: Converting a sales order to an invoice And for more info on how to generate customer statements, have a look at this: Customer statements Hope that clears things up! Regards, Earl2Views0likes0CommentsRe: Default email messages not working
Hi Triggs, That’s definitely unusual — especially if the deleted message is still being used and it’s affecting your ability to send invoices. If the wrong message is still being sent even after you've deleted it, it's possible the default email message set up in Setup > Preferences > Emailing > Email Defaults is still active or hasn't updated correctly. I’d recommend double-checking your default messages for Sales Invoices under Setup > Preferences > Emailing > Email Defaults and editing or resetting the message there. Once you update the content, click OK to save your changes. Also, just in case the issue persists, try restarting AccountRight and, if needed, clear the AccountRight cache to refresh the settings. If issue remains the same, make sure to reach out to our team directly. You can reach them on Live Chat via our virtual assistant, MOCA or by submitting a support case via MyAccount. I hope this helps! Regards, Earl2Views0likes0CommentsRe: Accounts payable liabilities not showing in Balance Sheet report
Hi RhondaMP, Appreciate you sharing the screenshots—it’s definitely unusual that this is only happening in one file while the others are fine. Since you’re also seeing an error message when accessing the account, there might be something going on in the background that needs a closer look. We’d recommend reaching out to our team so they can check things on the backend and help resolve any possible file corruption issues. Make sure to reach out to our team directly. You can reach them on Live Chat via our virtual assistant, MOCA or by submitting a support case via MyAccount. Regards, Earl4Views0likes0CommentsRe: Unable to login
Hi BenModern and MattSPA, That’s a strange one — especially when your date and time are spot on but you’re still getting that error. There aren’t any reported issues with AccountRight at the moment, but some users who've had similar issues mentioned it resolved itself after a short while. In the meantime, it’s a good idea to clear your AccountRight cache, as that can help fix any odd software behavior. Here’s how: Clear AccountRight cache. If it keeps happening, definitely reach out to our backend team so they can check things out for you. You can reach them on Live Chat via our virtual assistant, MOCA or by submitting a support case via MyAccount. Hope it clears up soon! Regards, Earl9Views0likes1CommentRe: payroll, pay employee's leasing finance
Hi ABC, That’s a great question, and it’s good to see you’re keen to get it sorted the right way. For a situation like this, we recommend checking in with your accountant—they’ll be able to give you the best advice on how it should be handled. You can also check out this help page on loans and repayments for some extra info. Regards, Earl4Views0likes0CommentsRe: Online Payments - Surcharge
Hi Stockfeed1, Thanks for sharing — it’s definitely a bit of a pain when this happens, especially with customers involved. You’re not alone — we’ve had the same thing happen too! Please note that there are two levels of surcharge settings: invoice level and default level. After ensuring that the default level settings are configured correctly (business pays the surcharge), to make sure that the surcharge will not be passed on to your customers, you can verify and configure the invoice level settings by: Upon creation the invoice, click EDIT Make sure to choose YOUR BUSINESS PAY THE SURCHARGE button and hit SAVE. Please note that as per terms and conditions, when a customer pays via BPAY, it is the business that pays for the surcharge regardless of your settings to pass on the surcharge to your customers. The passing of surcharges is only applicable to Credit card and E-Wallet payments. You can read more about this through: OIP Fees and Surcharges I hope this helps! Regards, Earl2Views0likes0CommentsRe: Unable to Verification ID
Hi SPC5160, I totally get where you’re coming from, and I really appreciate you sticking with us while we work through this. We want to reassure you that we did receive the documents you submitted. That said, we weren’t able to verify the previous ID you've provided, which is why we’ve asked for an alternative form of ID (like a passport) to complete the process. When you're ready, you can upload the passport using the secure link in the email we sent you. Just so you know, we’ve extended your grace period until May 23, so you’ll still be able to use the invoice emailing feature while we wait for the new document. We understand this has been frustrating, and we're really sorry for the back and forth. If you're wondering why we ask for identity documents, you can check out our Documents needed for business verification page for more information. Regards, Earl19Views0likes3Comments