If you're using an older MYOB product, like AccountRight v19 or AccountEdge, there's a new way to activate and confirm your company files. For all the details see Activating and confirming older MYOB products. 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. Check for your issue below: Error "Unable to automatically confirm your company file" AddAdd This error happens if you're not using the latest AccountRight version. Update to the latest AccountRight version and try activating or confirming your file again. If the issue persists, we're here to help. Ask MOCA ( ) for help on any help page, and if MOCA can't help, you'll be guided to our other support options, including live chat. Error: "Unable to connect to the online confirmation service" AddAdd This error can appear if:
If the issue persists, we're here to help. Ask MOCA ( ) for help on any help page, and if MOCA can't help, you'll be guided to our other support options, including live chat. Error: "Unable to connect" AddAdd This error can appear if:
If the issue persists, we're here to help. Ask MOCA ( ) for help on any help page, and if MOCA can't help, you'll be guided to our other support options, including live chat. Error: "Maximum number of company files activated" AddAdd 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:
We're here to help with either of these options. You can ask MOCA ( ) for help on any help page, and if MOCA can't help, you'll be guided to our other support options, including live chat. Learn more about this error. Error: "Unable to activate this company file" AddAdd 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. You can also ask MOCA ( ) for help on any help page, and if MOCA can't help, you'll be guided to our other support options, including live chat. Company file has become read-only AddAdd 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 AddAdd 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. You can also ask MOCA ( ) for help on any help page, and if MOCA can't help, you'll be guided to our other support options, including live chat. I can't activate or confirm by phone AddAdd You can no longer activate or confirm by phone, so if your AccountRight version shows this option, update to the latest AccountRight version and try activating or confirming online. If you still can't activate or confirm online, you can do it by:
Our support team will then provide you with a licence file. Once they do, repeat the steps above and choose Offline (Contact Support) as your activation/confirmation option, click Next and follow the prompts to load the licence file. Can't find your answer?Click the chat bubble ( ) at the bottom of any help page and ask a question. If MOCA can't help, you'll be guided to our other support options, including live chat. |