Error: "Unable to connect to the online confirmation service"

OR

Error: "Unable to connect"

This error can appear 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.
• the MYOB activation/confirmation service is being blocked by your internet connection – to fix this issue:
  1. Close AccountRight.
  2. Open the Windows Control Panel (click the Windows Start button and type control panel then click Control Panel in the displayed results).
  3. Set the View by to Small icons.
  4. Click Internet Options.
  5. Click the Security tab.
  6. Click the Trusted sites green tick.
  7. Click Sites.
  8. In the field Add this website to the zone, enter https://*.myob.com
  9. Click Add.
  10. Click Close then click OK.
• you're using Windows 8 or earlier – you'll need to upgrade to a newer Windows version. In the meantime, try this workaround:

1. 1. Close AccountRight.
   2. Open the Windows Control Panel (click the Windows Start button and type control panel then click Control Panel in the displayed results).
   3. Set the View by to Small icons.
   4. Click Internet Options.
   5. Click the Advanced tab.
   6. Scroll down to the bottom of the Settings.
   7. Select the option Use TLS 1.2
   8. Click OK.
   9. Start AccountRight and try to activate/confirm again.

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.

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:

• 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. On the Contact Us page, click the chat button at the bottom or scroll down for other options.

Learn more about this error.

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.

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:

• The company file needs to be confirmed (learn about confirmation)
• Your AccountRight subscription has ended
• Your user role has been set to read-only for the window you are accessing (learn about user roles)

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.

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.