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See the relevant error message below for more information about how the error was caused, and how it might be prevented.

This error message can appear during the company file activation or confirmation process. In both circumstances, you can only resolve the issue by phoning MYOB Support: 1300 555 151 (Australia) or 0800 60 69 62 (New Zealand). The following information explains why this message may appear and provides information about how it might be avoided in future.

Tips for avoiding this error…

• You may be activating company files when you don’t need to. For example, you are restoring old backup files (2003 releases and prior) to obtain reports or data and you activate the file when prompted. To avoid this, select the read-only option next time you are prompted to activate a file.
  When you open a file in read-only mode, you can still view, print or export information from the file, but you cannot enter or edit information.

• You can deactivate company files you no longer use to enter transactions in. If you create multiple company files (for example, you create a new file each financial year) you can deactivate the old files to free up the amount of activated files you can have, up to the amount you are licenced for. If you need to extract information from them later, you can open them in read-only mode. Note that deactivation of a file can take several days to process. To deactivate a file, contact MYOB Support: 1300 555 151 (Australia) or 0800 60 69 62 (New Zealand).
• Use advanced search methods to find lost files. If you cannot find a recently created or upgraded file, you might decide to create another file or upgrade the older file again. If you do this, and then activate the second file, the MYOB software database records another company file activation against your software serial number. If you have misplaced a file, perfom an advanced search on your computer using the term ‘*.myox’ as part of the filename.

When you reach the confirmation limit, MYOB will lock your serial number and disallow any further access to your company files. This is because frequent confirmations can indicate unauthorised use of your software or company files.

The only way to unlock your serial number is to phone MYOB Support: 1300 555 151 (Australia) or 0800 60 69 62 (New Zealand).

You may get frequent requests to confirm files in the following situations.

• You open your company file on computers with different system dates. This might happen if:
  • you move your company file between computers (for example, between the office and home).
  • you access your company file over a network, and the computers in the network have different system dates.
  • you frequently change the system date on your computer.
• You provide your company file to your bookeeper or accountant for them to enter transactions at end-of-period. They may be prompted to confirm the company file each time they open it and this could be several times in a short period. If you are using the file simultaneously and you also confirm the file, the multiple confirmations cause the error message and prevent access to your company file.
• You keep restoring a company file that requires confirmation.

These scenarios may not be avoidable in some cases. However, you might be able to minimise the chances of it happening by doing some of the following.

• Avoid changing the system date on your computer.
• Switch off automatic file confirmation so that you will know if you are being asked to confirm your file too often. This gives you a chance to deal with the problem before it occurs.
• Synchronise the system dates of the computers that you share the company file across. This may only be viable if the computers are in the same location.
• Avoid moving your file between computers altogether, by uploading your file to the cloud, or install your software on a laptop, making your company file more portable.
• Ask your accountant or bookkeeper to report frequent confirmation requests.
• If your accountant or bookkeeper only requires your company file for a short period, ask them to select the ‘Confirm later’ option when prompted.

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.