Troubleshooting the MYOB connection

If Payreq shows a connection problem

Open Account settings, open the MYOB connection and select Reconnect to MYOB. Sign in to the correct MYOB account and authorise the intended business again.

Stop one invoice subscription

Open Subscriptions, select the organisation and subscription, then select Unsubscribe.

Disconnect MYOB

Open Account settings, select Disconnect from MYOB and read the confirmation carefully.

Disconnecting deregisters every subscription linked to that MYOB connection. This is intended behaviour: it stops Payreq routing documents to a place that can no longer receive them. Documents already delivered to MYOB are not affected and stay where they are.

If you want to stop one organisation's invoices but keep the connection, unsubscribe from that subscription instead, as above.

If the connection stops working

When Payreq cannot connect to MYOB because of an authorisation problem, it marks the connection as requiring attention and sends a warning email each day for 14 days. The email directs you to Account settings and the MYOB reconnection control, and warns that the connection and all associated registrations will be deactivated if the connection is not updated within 14 days.

If nothing is done in that time, the connection is dropped and the subscriptions linked to it are deregistered, the same as a manual disconnection. Reconnecting after that means subscribing again, so act on the warning emails rather than waiting.

Which support team to contact

Contact Payreq Support if Payreq cannot complete the connection or forward a supported invoice after authorisation succeeds. Contact MYOB Support for MYOB access, business permissions, MYOB outages or work inside the MYOB In Tray.

Include the Payreq account, MYOB business, issuing organisation and exact error when asking for help. Do not include passwords or authentication codes.