MYOB Sync Troubleshooting: Stock, Orders and Payments

The store or MYOB connection will not open

Confirm that you are opening the intended app and store. Reconnect through its own authorisation flow and verify the approved MYOB company name. BigCommerce owners should open MYOB Sync from BigCommerce Apps and allow pop-ups. Staff cannot change owner settings or billing. If MYOB rejects an approval, restart it from Connections and contact support with the visible error text.

A product is missing or stock differs

Refresh the product import and compare the store SKU or variant SKU with the MYOB item number. Missing and duplicate matches need attention. Check the source quantity field and destination location or warehouse. Verify the relevant product or inventory flow is enabled and included in the plan. A product import does not by itself create a missing product.

An order is imported but no MYOB invoice appears

Check the eligible order statuses, document types and modification lookback. In WooCommerce and BigCommerce, both document types selected means completed eligible orders use invoices and other eligible orders use sales orders. A refunded or cancelled sale is not simply exported as a new invoice. Resolve missing item/customer mappings, currency differences, tax mismatches or fee exceptions before retrying.

An invoice exists but its payment is missing

Confirm that the payment is supported and successfully recorded by the store, the payment flow is enabled and the MYOB payment account is selected. Check the linked sales document and customer. Test, declined, authorisation-only or otherwise unconfirmed transactions may remain for review. A bank deposit payment method being enabled does not mean an order has actually been paid.

A refund needs review

Confirm the refund in the source platform and inspect the original MYOB sale. BigCommerce automatic credits/refunds require the saved opt-in setting and a matching MYOB invoice. An order-only sale, custom amount, unmapped adjustment or unconfirmed cash payment may require review. WooCommerce captures refund data for review; Shopify and Neto have their own return workflows. Do not manually add a second credit before checking whether one already exists.

A scheduled flow is not running

Check the store connection, MYOB file, enabled flows, plan and schedule. WooCommerce and BigCommerce schedules use the displayed UTC time. Saving settings and running a read-only import are separate from starting a transfer. Check for an active or failed job before queuing another run.

Billing or access changed after uninstall

Billing behaviour depends on the platform. BigCommerce uninstall cancels renewal and stops sync work; reinstall shows the remaining access and lets the owner re-enable renewal. For WooCommerce, disconnecting the store or removing an optional connector does not cancel Stripe billing. Check the appropriate Account screen or contact support if cancellation controls cannot be opened.

An export timed out or may have been sent twice

Search MYOB for the source order reference and inspect the app record before repeating the action. An uncertain result can mean the provider accepted the request but the response was interrupted. Leave the record for reconciliation if you cannot verify the outcome. Repeated imports should not be used to force a second financial transaction.

What to send support

• The app platform and store URL.
• The affected order number or product SKU.
• The run time, status and visible error message.
• Whether the corresponding document already exists in MYOB.
• The expected result and the actual result, without passwords, API keys, payment-card data or access tokens.