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| Known issue 2/12/2019. We're aware that activation and confirmation is timing out for some users. We apologise for the inconvenience, we’re looking into the cause right now and we realise how important it is to resolve it as quickly as possible. Thanks for your patience. To keep up to date with this issue, visit this community forum post. |
Company file activation and confirmation should be quick and painless processes that happen online, behind the scenes. If something is going wrong, check the list below for a solution. | Issue | Solution |
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| Error: "Maximum number of company files activated" | This means you've already activated the maximum number of company files allowed under your licence entitlement. So first, make sure you're trying to activate the correct file. If it's the right file, you'll need to either: - deactivate one of your other company files, or
- buy an additional company file (for pricing details, check our website - click the FAQs tab here: Australia | New Zealand).
We're here to help with either of these options, so call us on 1300 555 151 (Australia) or 0800 60 69 62 (New Zealand). Learn more about this error. | Error: "Connection error" or Error: "Unable to connect to the online confirmation service" | This error appears if there's a problem with your internet connection. If your internet connection seems fine (you can open web pages or send and receive emails), there might be antivirus or firewall software on your computer preventing the connection. Try temporarily disabling your antivirus or firewall software and attempting the activation / confirmation again. See your antivirus and firewall software help to learn how to temporarily disable the software. Once you've activated or confirmed, you can re-enable the software. If the issue persists, we're here to help. Call us on 1300 555 151 (Australia) or 0800 60 69 62 (New Zealand). | | 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. Give us a call and we'll sort it out ASAP. In Australia call 1300 555 151 (7am - 8pm Mon-Fri, 9am - 5pm Sat-Sun (Melbourne time)) In New Zealand call 0800 60 69 62 (9am - 10pm Mon-Fri, 11am - 7pm Sat-Sun (New Zealand time)). | | 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. | | 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 to confirm your company file by phone. |
Can't find your answer?Contact us and we'll be happy to help. | Australia | Call 1300 555 151 7am - 8pm Mon-Fri, 9am - 5pm Sat-Sun (Melbourne time) | | New Zealand | Call 0800 60 69 62 9am - 10pm Mon-Fri, 11am - 7pm Sat-Sun (New Zealand time) |
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