- Created by BrianQ, last modified by AdrianC on May 23, 2023
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Using an older MYOB product?
If you're using an older MYOB product, like AccountRight v19 or AccountEdge, there's a new way to activate and confirm your company files. For all the details see Activating and confirming older MYOB products.
Company file activation and confirmation should be a quick and painless processes that happens online, behind the scenes.
But if you have a problem with confirmation, take a look at the following to find a solution. If you need to access your file right away, choose the option to Confirm Later when prompted to confirm. You'll be prompted again for confirmation the next time you access your file. Note that Confirm Later may not be an option if you don't open the file frequently.
Error: "Unable to connect to the online confirmation service"
Error: "Unable to connect"
This error can appear if:
If the issue persists, we're here to help. On the Contact Us page, click the chat button at the bottom or scroll down for other options.
|Error: "Maximum number of company files activated"|
This means you've already activated the maximum number of company files allowed under your licence entitlement (1 file per AccountRight Standard and Plus subscription, or 2 files for AccountRight Premier).
So first, make sure you're trying to activate the correct file.
If it's the right file, you'll need to either:
We're here to help with either of these options. On the Contact Us page, click the chat button at the bottom or scroll down for other options.
|Error: "Unable to activate this company file"|
Something is stopping the activation/confirmation and we need to find out what it is so it doesn't happen again.
Contact product support and we'll sort it out ASAP. On the Contact Us page, click the chat button at the bottom or scroll down for other options.
|Company file has become read-only|
If an AccountRight window displays Read-only, this means you can view the displayed information but can't record new information.
This can occur if:
Unable to confirm after upgrading to the new AccountRight
If your file has been activated with someone else’s serial number (such as your accountant’s) then you'll need to change the serial number in your company file.
To do this open the file in your new AccountRight software, go to the Help menu, choose Change Serial Number and enter the serial number for your AccountRight subscription. Learn more about changing your serial number. Note that you can't change your serial number if the company file has become read-only – see the 'Company file has become read-only' tips above for making the file active again.
Not sure what number to enter? Contact us and we'll give you a hand. On the Contact Us page, click the chat button at the bottom or scroll down for other options.
|The screen is blank when trying to confirm by phone|
We've had reports that this can happen if you've tried to confirm online (which hasn't worked) so you've clicked Back and then tried to confirm by phone.
We're investigating why this occurs. In the meantime, try closing and re-opening AccountRight, then attempting the confirmation again.
You can start a chat session from the Contact Us page of the MYOB website (look for the chat button at the bottom of the page).
Can't see the chat button? If you're using an ad blocker on your web browser, this might be stopping the chat button appearing. Otherwise it probably means our support team are swamped and can't start any new chats. Try again later, or Contact Us for help or submit a support request.