Troubleshooting Guide for Invoice Upload Issues

If you're experiencing issues uploading an invoice to the MYOB Uno platform, this guide will help you identify and resolve common problems.

1. Check File Format and Size

Ensure your invoice file meets the platform requirements:

• Accepted formats: PDF, JPEG, PNG, DOCX
• File size limit: 5 MB

2. Verify Internet Connection

A stable internet connection is crucial for uploading files. Check that your internet is working properly:

• Try loading another website to confirm connectivity.
• If the connection is slow, try restarting your router.

3. Browser Compatibility

MYOB Uno supports the latest versions of major web browsers. Ensure you are using a compatible browser:

• Google Chrome
• Mozilla Firefox
• Microsoft Edge
• Safari

Clear your browser cache and cookies if you encounter issues:

• In Chrome: Settings > Privacy and security > Clear browsing data
• In Firefox: Settings > Privacy & Security > Cookies and Site Data > Clear Data
• In Edge: Settings > Privacy, search, and services > Clear browsing data
• In Safari: Preferences > Privacy > Manage Website Data

4. File Name Conventions

Check the file name for any special characters that might cause issues:

• Avoid characters like / \ ? % * : | " < >
• Use simple names like Invoice_June2024.pdf

5. Upload Process Steps

Ensure you are following the correct steps for uploading an invoice:

1. Log in to MYOB Uno.
2. Navigate to the Invoices section.
3. Click Upload Invoice or Add New Invoice.
4. Select the file from your computer.
5. Confirm the upload and check for any error messages.

6. Error Messages

Take note of any error messages that appear. Common errors include:

• "File type not supported": Ensure the file is in an accepted format.
• "File too large": Compress the file to reduce its size or split the document if possible.
• "Upload failed": Retry after checking your internet connection and file name conventions.

7. System Updates

Ensure your MYOB Uno platform is up to date:

• Check for any platform updates or notifications about maintenance.
• Ensure your browser is updated to the latest version.

8. Contact Support

If the issue persists after following the above steps, contact MYOB support:

• Provide details of the problem, including any error messages.
• Include the steps you've already taken to resolve the issue.
• Support can be reached through the Help section on the MYOB Uno platform or via their customer service hotline/email.

Quick Checklist

1. File Requirements: Confirm format and size.
2. Internet Connection: Ensure stable connectivity.
3. Browser Compatibility: Use a supported and updated browser.
4. File Name: Avoid special characters.
5. Upload Steps: Follow the correct process.
6. Error Messages: Note and address specific errors.
7. System Updates: Ensure the platform and browser are up to date.
8. Contact Support: Reach out if issues persist.