Before you can send us your file, you need to call us to request the service.

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.

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 click Back Up. For more information on backing up, see the AccountRight help (Australia | New Zealand). For RetailManager see Retail Support - Backup and restore a RetailManager Shopfront.

To upload files:

1. Open an internet browser such as Internet Explorer.

2. Go to the applicable address:

   If you're in	Go here
   Australia	https://datafile.myob.com.au
   New Zealand	https://ftp.myob.co.nz

3. 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:
   • the datafile folder is where you upload your company file

   • the documents folder is where you upload your submission form.
     

     Do not upload submission forms to the datafile folder as this will significantly delay the repair process. Also, do not select the checkboxes next to the datafile or documents folder.

     
     

4. Click the datafile folder (NOT the checkbox). You need to be within the folder to upload your file.
5. Click Adding.
   
6. Browse to the data file you want to upload. In Windows this will be a ZIP file (as shown in the example below). Click the file then click Open.
   
7. Click Upload.
   

8. Repeat steps 5 - 7 for additional data files to be uploaded. The uploaded file(s) will appear as shown in the example below.
   

   Need to remove an uploaded file?

   Tick the checkbox next to the file to be removed then click Delete.

9. To upload your submission form, click Parent Directory (just above the file(s) you have uploaded), then click the documents folder (NOT the checkbox).
10. 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.

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!

Who do I send the email to?

What do I put 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 repaired

In 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.

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.

1. Open an internet browser such as Internet Explorer.

2. Go to the applicable address:

   If you're in	Go here
   Australia	https://datafile.myob.com.au
   New Zealand	https://ftp.myob.co.nz

3. At the login window, enter your Username and Password. These details were provided to you by MYOB.
4. Click the datafile folder. You should be able to see the updated file as shown in the example below.
   
5. Click the file.
6. At the prompt, click Save and choose where you want to save the file.
7. You can now restore the file in your MYOB software. For help with this in AccountRight, see Restoring a repaired company file - Windows. For RetailManager see Retail Support - Restoring a repaired RetailManager shopfront.