ANSWER ID:9256Sometimes things don't always go to plan and you need some help to fix your data file. This might be to remove a serial number, reset a password, or to repair a corruption. Whatever the reason, the MYOB Data File Repair Team is here to help. This support note explains how to get your file to us, and what to do when we send it back. For more information on our data file repair services, including pricing, visit our website (Australia | New Zealand). UI Expand |
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title | 1. Contact MYOB to arrange the service |
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| Before sending us your file, you need to call us to request the service. If you're in | Call us on |
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Australia | 1300 555 123 | New Zealand | 0508 328 283 |
When you call us, we'll explain the process and provide you with: - a username and password which you'll need to upload your file to our secure server
- the applicable submission form (serial number removal, password reset, or data file repair), and
- any other information you might need regarding the service.
We'll then send you an email containing the required submission form which you need to complete and upload with your data file. |
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title | 2. Upload your file and submission form |
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| Before you upload You'll need to send us a backup of your company file - NOT the actual company file. To create a backup, go to the File menu and choose Back Up. For more information on backing up, see the AccountRight help (Australia | New Zealand). |
To upload files:Click the applicable link (or enter the address into a web browser) based on your location: At the login window, enter your Username and Password. These details were provided to you by MYOB. Once logged in, you will see two folders: - Click the datafile folder (NOT the checkbox). You need to be within the folder to upload your file.
- Click Adding.
- Browse to the data file you want to upload. This will be a ZIP file (as shown in the example below). Click the file then click Open.
- Click Upload.
Repeat steps 5 - 7 for additional data files to be uploaded. The uploaded file(s) will appear as shown in the example below. UI Text Box |
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| Need to remove an uploaded file? Tick the checkbox next to the file then click Delete. |
- To upload your submission form, click Parent Directory (just above the file(s) you have uploaded), then click the documents folder (NOT the checkbox).
- Click Adding and upload your completed submission form the same way you uploaded your data file(s).
Getting an error when uploading?The following error will be encountered if you attempt to upload a file directly to the Parent Directory:
To avoid this error, make sure you upload your files to the applicable folders. In other words, upload your data file to the datafile folder, and your submission forms to the documents folder. |
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title | 3. Send us a confirmation email |
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| When all files are uploaded, send a confirmation email to the MYOB Data File Repair Team to advise that your file has been uploaded. This confirmation email will determine your place in the repair queue. If we don't receive this email, your request will not be actioned! Where do I send the email?What do I enter in the email SUBJECT?- Your Serial Number
- The service you require, e.g. serial number removal, password reset, or repair
- The type of service, e.g. Premium or Standard
If you're sending a file to be repairedIn the body of the email please include a description of the problem you're experiencing. Having the steps to replicate the problem will speed up our investigation. |
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title | 4. Download your file (after we've worked on it) |
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| Once we've completed your request, we'll send you an email. Once you receive this email follow the steps below to download your data file. Click the applicable link (or enter the address into a web browser) based on your location: At the login window, enter your Username and Password. These details were provided to you by MYOB. - Click the datafile folder. You should be able to see the updated file as shown in the example below.
- Click the file.
- At the prompt, click Save and choose where you want to save the file.
- You can now restore the file in your MYOB software. For help with this, see Restoring a repaired company file.
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| The time it takes to upload or download files depends on the file size, your internet connection speed, and the amount of internet traffic. |
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