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Looking for information about recent updates and new features? See our What's new help page.

Setup and software

What is MYOB AE/AO?

MYOB Accountants Enterprise (AE) and MYOB Accountants Office (AO) are desktop systems used by thousands of accounting practices throughout Australia and New Zealand.

Users of these systems can access MYOB Practice direct from their desktop software, and some workflows referred to in this help will be relevant only to them. For example, the ability to send documents to clients for electronic approval (or signing) is only available to MYOB AE/AO users.

Learn more about MYOB AE and AO: AU | NZ

Does my server need to be on to access MYOB Practice?

MYOB AE/AO users only

Yes, if your server's not up and running you won't be able to access MYOB Practice.

Does my server need to have internet access?

MYOB AE/AO users only

Yes. MYOB Practice is an online product which reads your desktop MYOB AE/AO data directly from your server back in the practice, therefore you need internet access on the server.

My SQL server is separate to my software server - which one needs the internet access?

MYOB AE/AO users only

The server that MYOB AE/AO is installed on will need internet access.

How do I give clients access to their portals from my practice's website

Ask your website administrator to add a link to your practice's portal URL. To see what your URL is, go to the Portal settings page.

How do I enable cookies in my browser?

 

In Firefox
  1. Click the Firefox menu.
  2. Select Options.
  3. Click the Privacy & Security tab.
  4. Under Content Blocking, select the Standard or Strict blocking options.
  5. Refresh your browser.
In Google Chrome
  1. Click the Chrome menu.
  2. Select Settings.
  3. Click the Advanced link at the bottom of the page.
  4. Under Privacy and security, click Site Settings.
  5. Click Cookies,
  6. Select Allow sites to save and read cookie data (recommended).
  7. Refresh your browser.
In Internet Explorer
  1. Click the Tools menu.
  2. Select Internet options.
  3. Click the Privacy tab.
  4. Click the Default button. If you prefer to manually adjust your options, click the Advanced button. This will give you more options for customisation.
  5. Click OK.
  6. Refresh your browser.
In Microsoft Edge
  1. Click the menu button on the toolbar.
  2. Select Settings.
  3. Click View advanced settings.
  4. In the Cookies field, select either Block only third-party cookies or Don’t block cookies.
In Safari
  1. Select Safari > Preferences from the menu bar.
  2. Click the Privacy tab.
  3. In the Block cookies section, select Never.
  4. Refresh your browser.
How do I disable my browser's pop-up blocker?
In Firefox
  1. Click the Firefox menu.
  2. Select Options.
  3. Click the Privacy & Security tab.
  4. Under Permissions, deselect the Block pop-up windows checkbox. Alternatively, keep it selected, but add partner.myob.com to the Exceptions list.
  5. Refresh your browser.
In Google Chrome
  1. Click the Chrome menu.
  2. Select Settings.
  3. Click the Advanced link at the bottom of the page.
  4. Under Privacy and security, click Site Settings.
  5. Click Pop-ups and redirects.
  6. Deselect the Blocked (recommended) checkbox. Alternatively, keep it selected, but add partner.myob.com to the Allow list.
  7. Refresh your browser.
In Internet Explorer
  1. Click the Tools menu.
  2. Select Internet options.
  3. Select the Privacy tab.
  4. In the Pop-up Blocker section, deselect the Turn on Pop-up Blocker checkbox.
  5. Click OK.
  6. Refresh your browser.
In Microsoft Edge
  1. Click the menu button on the toolbar.
  2. Select Settings.
  3. Click View advanced settings.
  4. Set Block pop-ups to Off.
In Safari
  1. Select the Safari menu.
  2. Ensure that the Block Pop-Up Windows options is deselected.

Signing in

How do I create an MYOB account?
  1. Go to my.myob.com.au or my.myob.co.nz .
  2. Click Sign up for a my.MYOB account.
    The Sign in or Register page displays.
  3. Enter your Serial Number (if you're already using MYOB software).
    If you don't have any MYOB software or a serial number, contact MYOB to organise an account.
  4. Enter your First and Last Name.
  5. Enter your Email Address.
  6. Enter a Password and then re-enter it in the next field to confirm it.
  7. Click Next.
  8. Complete the details as required on the next page.
  9. Click Submit.
    You'll now be able to use these details to log in to MYOB Practice.
How do I access MYOB Practice from my phone, tablet or browser?

You can access MYOB Practice directly from your device's browser by visiting partner.myob.com  .

If you have access to multiple databases or practices, you'll need to select the database to open after you log in.

How do I access a different database/practice?
  1. When you're signed in, click the user profile button in the side navigation bar (it has your initials).
  2. Select Change practice.
    The Select practice screen displays.
  3. Click on the database field to display a list of available and accessible practice databases, then select the database you want.
  4. Click Select practice.

Two-factor authentication (2FA)

What is two-factor authentication?

Two-factor authentication (2FA) is a secure sign in process. It combines something you know (your password) with something you have (your phone or email account). This protects your login identity, making it harder for unauthorised users to log in using a stolen password.

For more information, see Two-factor authentication.

Implementing two-factor authentication will not affect access to:

  • your Accountants Enterprise or Accountants Office Suite, or
  • your online practice functions, such as MYOB Practice, dashboard and online tax features via the AE/AO Live icon.

2FA and your clients: Currently, 2FA isn't mandatory for clients who don't use MYOB Essentials or MYOB AccountRight and only use an MYOB account to sign into their portal. 2FA is not available for clients who sign in to their portal using a Google account.

Does my practice need to use two-factor authentication?

Yes. 2FA is now mandatory to meet new industry standards.

You can set up 2FA using either an email account, or an authenticator app. The right option for you will depend on the way your office is set up. Does everyone have a unique login, or do you share? Does everyone have a smartphone? Does everyone have access to the email account associated with their login details? Help me choose.

Remember - your team members can select the Trust this device for 30 days option when they enter their authentication code, so they won't need to type a code every time they sign in (if they're using the same computer and browser).

See Two-factor authentication for accountants and bookkeepers for more details.

How do I set up two-factor authentication?

You can set up two-factor authentication in the Security Centre. If you will use a mobile app to receive authentication codes (recommended), you will need your smartphone (Apple, Android, or Windows) during the setup process, so make sure you have this handy.

How do I sign in using two-factor authentication?

To sign in using two-factor authentication:

  1. After you sign in to your MYOB account, you'll be prompted to enter an authentication code.
  2. Find the authentication code by opening the authenticator app on your phone, or the email sent to your MYOB account's email address.
  3. Enter the authentication code.
  4. Click Verify.

For an illustrated example, see Getting help with two-factor authentication.

What if I don’t have access to my 2FA phone or email account?

If you don't have access to the Authenticator app on your phone, or your email account (if you chose that option) you can use your one-time use backup codes to log in. These backup codes were generated when you set up two-factor authentication. You can download your 2FA backup codes at any time from the Security Centre.

For more information on signing in using a backup code, see Using your backup codes.

What if a client can't get a two-factor authentication code?

If a client has set up two-factor authentication (2FA) but is unable to access the mobile phone, or the email address they use for 2FA, and they don't have a backup code they can use, they might not be able to sign in to their client portal.

Here's what to do:

  • If the client uses MYOB Essentials or AccountRight, ask them to get in touch with the MYOB Support team for assistance.
  • If the client doesn't use an MYOB product, please contact the MYOB Support team on their behalf. We'll ask you to confirm your identity and then assist with helping you to get your client going again.

 

Backup codes can help prevent you and your clients from being locked out when you don't have access to your mobile phone or email address. Learn about backup codes

Helping your clients with portal issues

Blank web browser or browser with no information displayed

Check that your client is using the latest version of a supported browser - Firefox, Google Chrome, Internet Explorer, Microsoft Edge or Safari.

Error: Sorry, but it seems you failed to authenticate. Please check your credentials and try again later.

Your client is using an email address that is different to the one you used for them when you created their portal and that is included on the email invitation they received.

Advise your client to log into the portal using the same email address that is on the email invitation.

If the email on the invitation is incorrect, edit the client portal and add a new portal user that has the client's correct email address and re-send the invitation.

What if...?

No information is displayed on the Clients and Portal pages

MYOB AE/AO users only

Your MYOB Practice activation might have been unsuccessful. You won't be able to enter a practice name in the Welcome to AO/AE Live window, after clicking the  icon on your desktop toolbar.

Some of the reasons for this may be that:

  • the MYOB OnTheGo API Service wasn't running when you attempted to access MYOB Practice.
  • the MYOB OnTheGo API Service was running but there was an error - Unable to Activate at this time. 

See Troubleshooting contacts for more help with these issues.

 Once the MYOB OnTheGo API Service is running, return to the Welcome AO/AE Live window and re-enter your details. You should now have your client information displayed in MYOB Practice.

I can't open a document from MYOB Practice

Check if your browser's pop-up blocker has stopped the document from opening. See the "How do I disable my browser's pop-up blocker" question in the Setup and software section above.

I get an error when publishing a document

MYOB AE/AO users only

You may receive the following error The document type is not a supported file type when publishing a document to MYOB Practice.

There may be a number of reasons for the error:

  • You'll get this error if the document you're attempting to publish has any security restrictions.
    To check the security on a PDF document, open the document in Adobe Reader. You'll notice that the word Secured is displayed next to the document name.
  •  Your document may not be one of the supported file formats that can be converted to PDF when you publish it:
    • Microsoft Office - doc, docx, ppt, pptx, rtf, xls, xlsx
    • Graphics - bmp, gif, jpg, jpeg, png
    • Others - htm, html, msg, pdf, tif, txt, xml
  • Your document may be larger that the maximum file size of 18MB. 
It's taking a while for my client to respond to the email invitation to join our collaborative portal

There may be a number of possible reasons for this:

  • The email invitation sent to your client may include an incorrect or invalid email address for them. At this stage, if the email invitation has an incorrect or invalid email address for your client, then you won't be notified that the email is wrong. We suggest that you contact your client directly and find out whether the email address you've used was correct and valid. Prior to setting up your client portals, we recommend that you check with your client which email address they would prefer to use for your collaborative portal.
  • They may have ignored the email invitation or not understood it. We suggest that you contact them and show them what the collaborative portal can do.
I can't see the new business that I added to the dashboard

Just wait a few seconds and the auto-refresh will display your new listing.

You could also refresh your browser page. Just note that if you do this all your filtering/sorting options will be removed.

I see errors when loading a page

Are you getting any of the following errors?

  • Sorry it looks like you've landed in the wrong place. In fact, this page doesn't even exist. Try visiting one of the pages below.
  • Well, this is awkward. Looks like you're forbidden from accessing this page. Check with your admin to see what permissions you have. Or head to one of the pages below.
  • Apologies, something's not quite right. We can't get the information you need from our servers.
  • Sorry, the dots just don't join up right now. This page is temporarily unavailable. Please try again shortly.

Here are some things you can try:

  • Reload/refresh the page.
  • Wait a few minutes and try what you were doing again.
  • Check your permissions with your system administrator.
  • Check that you've logged into the right practice database.