Forum Discussion

robyno8888's avatar
robyno8888
Experienced Cover User
2 months ago

MYOB Invoice APP

Hi MYOB Team

 

We have Accounts Right 2024.8.1.5 running on our laptop - $141.00 pm

 

We run a mobile SERVICE industry business with iPhone & iPad away from the office.

 

Last Thursday the old version of the MYOB Invoices App stopped working on our Apple Devices. 
I installed the new MYOB Invoice App - I can see our paid and outstanding invoices but cannot create a new invoice as our contacts won’t update.

 

Error message "Something's gone wrong. Tap below to try again. click on TRY AGAIN. and receive the same error message.

 

We need the MYOB app to work flawlessly to operate our business as carrying a laptop in our vans is not an option.

 

Any advice would be appreciated 

Thanks

Robyn

  • Earl_HD's avatar
    Earl_HD
    MYOB Moderator
    2 months ago

    Hi robyno8888,

    This issue commonly arises when the email address isn't associated with their my.MYOB account. To resolve this, navigate to Setup >> User Access and choose the desired User ID. Next, opt for 'This user will sign-on with a my.MYOB account (Recommended)' and input their email address in the Email field. Afterward, save the changes. This action links the User ID with the specified email address, allowing the client to successfully access the MYOB Invoices app.

     

    If you're still having issues after following the steps above, you can contact our support team for more help. The best ways to contact our support team are through live chat (via our virtual assistant MOCA) or by raising a support ticket through myaccount.myob.com.

    Regards,
    Earl

    • robyno8888's avatar
      robyno8888
      Experienced Cover User
      2 months ago

      Hi Earl

      Ok - yes the email addresses are different.

      As the Administrator the email address I use for the business my.MYOB account is different to the email we use to send emails from Accounts Right desktop and the MYOB APP.

      I did not set up another my.MYOB account for the business email I just added the staff member as another user and assigned them “selected roles”.

      i will attempt to resolve my issue and contact support if I have any issues.

      Thank you for your reply.

      Regards

      Robyn

       

      • Earl_HD's avatar
        Earl_HD
        MYOB Moderator
        2 months ago

        Hi robyno8888,

        Your welcome. Feel free to start a new post if you have further queries and one of us will be happy to assist you.

        Regards,
        Earl

    • robyno8888's avatar
      robyno8888
      Experienced Cover User
      29 days ago

      Hi Earl,

      Sorry to bother you again.

      I have been going over all of the posts on this topic in the forum, I cannot find how to fix my Invoice App contacts not syncing issue with my desktop file. 

      The user roles appear to be set up properly as I can login.

      I am logged in as the Administrator in the APP and the issue is still the same.

      Immediate syncing happens in the APP when I enter and invoice/payment in my AccountRight Desktop Version.

      One of your team raised a support ticket - I don't have the number or have not had any correspodence via email, so this forum conversation is the only way I can communicate. 

      Would appreciate it one of your team could get back to me please.

       

      Many Thanks

      Robyn

    • robyno8888's avatar
      robyno8888
      Experienced Cover User
      8 days ago

      Hi Earl 

      Sorry to bother you again.

      I'm 2 months trying to sort my issue with customer cards not syncing from AR to the Invoice App.

       

      After 2 x support tickets, 2 x lengthy phone calls to support and an ongoing conversation with Prue in Messenger since 21/10/2024. Today Prue tells me there is no time frame to resolve my issue. I asked if I'm the only customer with this issue - she said YES.  So is there something that can be done by the tech people at the back end of my file to fix this? She suggests I raise another support case - do you think it will be a waist of time?

       

      I've just checked myaccount.myob.com and there are no open or closed support requests - so I guess they've been cancelled.

       

      I feel like I had this issue when I first used the old de-commissioned app and I made contact and it was fixed.

      I don't understand why the new Invoice App isn't the same if not better than the old App. 

       

      Our staff cannot use the MYOB brower version as they are mobile with iPhone & iPad.

      So I'm putting our daily invoicing/payments into AR after hours.

       

      ''Work and get paid anywhere with the MYOB Invoice App" as advertised on the MYOB website is certainly not working for us.

       

      Thanks Robyn

  • robyno8888's avatar
    robyno8888
    Experienced Cover User
    2 months ago

    Hi Earl,

     

    I have logged into My Myob Account there is no LIVE Chat Popping up or I cannot find where to create a support ticket.

     

    Apologies - I am computer savvy but it’s just not obvious.

     

    thanks

    robyn 

  • robyno8888's avatar
    robyno8888
    Experienced Cover User
    2 months ago

    Hi Earl - please disregard.

    i have found support request area.

    thanks 

    • Genreve_S's avatar
      Genreve_S
      MYOB Moderator
      2 months ago

      Hi robyno8888,

       

      I suggest creating a support ticket instead. Just go to the My Account page and click on "Lodge a support request." This will create a case, and you'll get an email response for support.

       

      Let us know if you need any other help.

       

      Thanks,

      Genreve

       

       

  • robyno8888's avatar
    robyno8888
    Experienced Cover User
    2 months ago

    Hi Genreve

    Apologies for contacting you again.

     

    Thank you I lodged a support request yesterday - no reply as yet. So I phoned just now, I spoke to a lovely girl for 51 minutes but I did not get my problem resolved. She directed me to https://app.myob.com our staff connot use a browser version working mobile in a van.

     

    This is the APP i need to work on our apple devices https://www.myob.com/au/myob-apps/myob-invoice - it synchronises with the invoices in our file but not the customer cards from my AccountsRight desktop/laptop version.

     

    Can you please advise how/if I can get this resolved - I am a loyal MYOB customer for 20+ years but will need to consider changing software if it cannot be sorted.

    Thanks

    Robyn

    • Genreve_S's avatar
      Genreve_S
      MYOB Moderator
      31 days ago

      Hi robyno8888,

       

      I checked your case, and it seems to be ongoing. We may need to wait for the support team's response to your support request ticket as this requires troubleshooting. In the meantime, I recommend trying to reinstall the application to see if that helps. 

       

      Thanks,

      Genreve

      • robyno8888's avatar
        robyno8888
        Experienced Cover User
        31 days ago

        Hi Genreve

        Thank you for your reply.

        Yes, I have tried to reinstall the APP. It doesn't help. Sorry I'm trying to be patient. These are the screenshots of the app on my iPhone 12 Pro Max with the latest iOS Version 18.0.1 update. I entered the invoices dated 15/10/2024 on the desktop version of MYOB. They are now synced in the APP. I did not add these pics to my support request ticket. They may be of help.

        Thanks,

        Robyn

  • robyno8888's avatar
    robyno8888
    Experienced Cover User
    30 days ago

    Hi Princess,

    The issue I'm having with the Invoice APP was happening well before I updated my phone iOS to Version 18.0.1

    My first request for help was posted here 10 days ago and it's still not resolved.

    Sorry I don't mean to be impatient but I am working after hours late each day to input the invoicing/payments that our staff cannot enter via the app during business hours.

    Also, I am using this post to communicate as I did not receive an email with a ticket number from MYOB.

    I have to keep checking this post as I don't receive any notifications when someone replies.

    This is my only way to make contact for updates :( 

     

    Thanks

    Robyn

    • Isaiah_C's avatar
      Isaiah_C
      MYOB Moderator
      30 days ago

      Hi robyno8888,

       

      I can see that someone from our team reached out and suggested you use the browser instead of phone and login online for MYOB. 

       

      Regards,

      Sai 

      • robyno8888's avatar
        robyno8888
        Experienced Cover User
        30 days ago

        Hi Sai,

         

        They have - I have been using MYOB for over 25 years, so I tried to use the browser version on my iPhone and iPad and it's really difficult even for a skilled person. Our staff are tradies and not trained in using the MYOB desktop/browser version let alone using it on a iPhone/iPad. The Invoice app was much more simple for them to search for a card, create invoices/apply payments and email the invoices to the customer on the job.

         

        After all MYOB promotes the app on their website as https://www.myob.com/au/myob-apps/myob-invoice 

        Work and get paid anywhere with the MYOB Invoice app

        Sync the free MYOB Invoice app with your MYOB Business software

        As you can see in an ealier comment the APP is syncing with our Invoices and updating when I create an invoices/apply payments in MYOB Desktop version.

         

        It DOES NOT SYNC with our Contacts/Cards in the MYOB Desktop File.

         

        If I create a new contact in the Invoice APP for a repeat customer (existing card), it duplicates the card in the MYOB Desktop Version.

         

        Sorry but I'm at the end of my rope here - the previous version of the Invoice app worked seemlessly with our file until 10 days ago.

         

        We pay $141.00 per month and should be able to use the features that will make it more simple to run our business.

         

        I'd appreciate it if you could excalate my ticket and see if it can be fixed or if not WHY?

         

        Thanks

        Robyn

         

         

         

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