Hello I tried 10 statements at a time and out of 140 statements only 50 appeared as sent. I need this working as customers do not pay unless they receive their statements.
Good afternoon Antz72 - we are also experiencing the same issue.
Have you heard any more regarding this issue.
Hi SimonNeal
I see that you're also experiencing the same issue. If not all are being sent, even when it's just 20 per batch, you might want to try reducing the batch size to around 10–15 emails. This could help ensure all statements are sent. If the issue continues, don't hesitate to reach out to MOCA via myob.com/support. If MOCA can't resolve the issue, our live chat team will be there to assist you further. Keep me posted on how it goes!
Kind regards,
Shella
Thanks Shella
I am advised by our Finance staff that this is an on-going issue, even when processed in batches of 10. The batches are processed, then all are rechecked the following day to re-send those not successfully sent.
Any advice or assistance would be appreciated as this is a time consuming process to ensure all statements are successfully disbursed.
Regards
Simon
Hi SimonNeal,
If none of these options work for you, please reach out to our live chat agents through our virtual assistant MOCA or submit a support case via MyAccount.
Regards,
Sai
I tried all their suggestions. First try lots of 20 and that did not work. Then tried groups of 10 and it sent about 9. After every attempt I kept pushing it back to MYOB. After several weeks it corrected and there was no explanation given. I still don't know if it was something on my side or a technical error in MYOB.
Why do users never get a helpful answer? :)
Because MYOB don't have an answer! It's so frustrating. A number of months ago I had the same problem. I sent my 100 plus customers their statement and it wasn't until I received a phone call from a customer asking for their statement did I realise very few were sent. I contacted MYOB and they suggested I send in lots of 10. Well, that's not an answer to the problem - its just a quick fix.
Unfortunately, this has happened to me again today. I sent all my customers their statement on 1/8/24 and well over half didn't receive it, but I didn't find out until today. It's not good enough. MYOB is supposed to work!!! We pay good money for our subscription and I shouldn't need to "double check" MYOB is working properly!
Hi NailEquip,
I understand the frustration you have knowing that this happened to you already several times. There could be several reasons why emails you've sent are not being received, including:
To troubleshoot, try sending some emails to yourself or a colleague. You can create some dummy invoices to email and then delete them afterward. If these arrive without issue, the next thing to check would be the email addresses of your customers. Ensure the format of the email addresses is correct and that there are no characters such as apostrophes and slashes. The only characters allowed in an email address are underscores, hyphens, and the @ symbol.
Best regards,
Doreen
