Overview

When syncing orders or invoices from Ordermentum to MYOB, you may see error messages. Each MYOB sync error points to something that must be corrected before the order or invoice can successfully sync.

This guide explains:

Why each MYOB sync error occurs
How to fix the issue in Ordermentum and/or MYOB
When a manual fix in MYOB is required

Before you begin

You’ll need:

Access to the Supplier Dashboard in Ordermentum
Permission to edit orders or venue details
Access to MYOB product settings, account codes, or Business Settings, depending on the error

MYOB Error Guide

Below are the most common MYOB sync errors and how to fix them.

1. Term_Out_Of_Range

Reason
This error occurs when the order due date in Ordermentum is earlier than the invoice date sent to MYOB. MYOB requires the due date to be after the invoice date.

How to fix

Open the order in Ordermentum.
Select Edit Order.
Update the Due Date so it is after the invoice date.
Save the changes.
Re-sync the invoice.

If the order has already been paid, manually update the invoice in MYOB instead.

2. Unable to find product in MYOB with SKU <x> (SKU mismatch)

Reason
The product SKU in Ordermentum does not match the SKU stored in MYOB.

How to fix

Check the product’s SKU in MYOB.
Update the SKU in Ordermentum or MYOB so they match exactly.
Edit and save the order to trigger a re-sync.

3. MYOB - BusinessEvent_DateOccurred_InLockPeriod

Reason
The invoice date is inside a locked accounting period in MYOB. MYOB does not allow invoice creation or updates within locked periods.

How to fix

Option 1: Update the invoice date in Ordermentum

Open the order or invoice in Ordermentum.
Adjust the Invoice Date so it falls outside the locked period.
Save, then re-sync.

Option 2: Adjust locked period settings in MYOB

In MYOB, go to Settings > Business Settings.
Under Business Details, locate Locked Date.
Unlock or adjust the date range.
Re-sync from Ordermentum.

Option 3: Manually create the invoice in MYOB

Use this option if you cannot change the invoice date or locked period.

4. Customer is required

Reason
The venue name in Ordermentum contains special characters (e.g., Café, John’s). MYOB doesn’t accept customer names with these characters.

How to fix

Open the venue profile in Ordermentum.
Remove special characters (e.g., Cafe, Johns).
If you cannot update the name, contact Support.
Re-sync affected orders.

5. The Customer cannot be changed for an existing invoice

Reason
This occurs when:

An invoice already exists under a different customer, or
The customer record was changed or merged in MYOB.

How to fix

Check MYOB for duplicate invoices with the same reference.
Delete or fix the duplicate invoice.
If the customer was merged or edited, update customer details in MYOB.
Re-sync the invoice.

6. Income Account XXXX not found

Reason

This error occurs when Ordermentum tries to sync a product to MYOB, but the sales (income) account code in Ordermentum does not match the corresponding sales code in MYOB. MYOB rejects the sync if the codes are not identical.

How to fix

Confirm the correct income/sales account in MYOB.
Update the sales code in either:
- The product in Ordermentum, or
- The product in MYOB
  so that the codes match exactly.
Re-sync the invoice from Ordermentum.

7. Cannot convert ‘Closed’ to a valid value

Reason
The invoice in MYOB is in a status Ordermentum cannot update (e.g., Closed, Converted, Deleted).

How to fix

Open the invoice in MYOB.
Edit the invoice and correct the status.
Re-sync from Ordermentum if needed.

8. Company file is read-only

Reason
Ordermentum cannot access the MYOB company file because:

User access has changed, or
The file location has moved (MYOB Desktop).

How to fix

Confirm your MYOB user credentials.
Ensure the company file location is still correct.
Reconnect the integration in Ordermentum if needed.

9. Insufficient item quantity to complete transaction

Reason

This error occurs when syncing orders as Sales Orders to MYOB, but there is not enough stock available to complete the transaction.

How to fix

You have two options to resolve this error:

Option 1: Add inventory in MYOB

Open MYOB and add additional stock for the affected product.
In Ordermentum, edit and save the order to trigger a re-sync.

Option 2: Sync as invoices instead of orders

In Ordermentum, go to Integration Settings.
Change the MYOB sync type from Orders to Invoices.
This bypasses stock-level validation and allows the invoice to sync.

10. IncomeAccountFreight Linked Account is required if charging freight

Reason

This error occurs when Ordermentum tries to sync an invoice that includes freight charges, but MYOB Business does not have a freight income account or freight item set up.

MYOB requires a valid Freight item and a linked income account before it can accept freight invoices.

How to fix

Step 1: Create a Freight Item in MYOB Business

In MYOB, go to Products & Services.
Select Create Item.
Fill out the Freight item details:
- Name: Freight
- Item ID: e.g., FREIGHT or DELIVERY
- Description: Delivery charge
- Tax Code: Usually GST or FRE, depending on your tax treatment for freight
  - Consult your accountant to confirm the correct tax code.

Step 2: Assign a Freight Income Account

After creating the Freight item:

In MYOB, go to Accounting > Managed Link Categories.
Review or create a suitable Income account for freight (e.g., Freight Income).
Go to the Sales tab, select the Income category for freight, and tick I charge freight on sales.
Open the new Freight item and assign the Income Account you want to use for freight charges.
Save your changes.
For additional guidance, please refer to this video.

11. Unable to Create Invoice – MYOB Account

Reason

This error occurs when the Sales Codes between Ordermentum and MYOB do not match. MYOB requires that each line item references a valid sales code, and any mismatch will prevent the invoice from being created.

How to fix

Step 1: Check for Sales Code mismatches

Compare the Sales Code for each line item in MYOB versus Ordermentum.

Step 2: Correct any differences

Identify mismatched sales codes (usually in Ordermentum).
Update the line items so that the sales codes match exactly with MYOB.

Step 3: Re-sync the invoice

Once the sales codes are aligned, trigger a Resync in Ordermentum to push the invoice to MYOB.

12. Unable to Find Account in MYOB Business

Reason

This error occurs when invoices with surcharge fees cannot be created because the corresponding surcharge item does not exist in MYOB.

How to fix

Step 1: Create a Surcharge Item in MYOB

In MYOB, navigate to Items or Products & Services (or Inventory > Items in some versions).
Click Create Item or New Item.
Fill out the item details:
- Item Number: e.g., SUR001
- Item Name: e.g., Surcharge Fee
- Description: e.g., Ordermentum Surcharge
- Income Account: Assign to the correct income account (e.g., 4-1010)
- Tax Code: e.g., GST or FRE, depending on your setup
- Ensure I Sell This Item is enabled.
Click Save.

Step 2: Re-sync invoices

Once the surcharge item is created, invoices with surcharge fees can be successfully synced to MYOB.

FAQs

1. Can I manually trigger a sync?

Yes — you can manually trigger a resync by clicking the Resync button in Ordermentum.

For more detailed steps and guidance, see: Using Resync & Mark as Resolved.

2. I updated the SKU to match in both MYOB and Ordermentum, but the invoice still won’t sync even after triggering a resync. Why?

If the sync error is caused by a line-item issue and the invoice is already paid, triggering a resync will not resolve it. Paid invoices cannot be resynced.

To revalidate the line items with the corrected SKU, the order itself would need to be edited and saved — but since the invoice is already paid, this isn’t possible.

Solution: Manually enter the invoice into MYOB.

3. I need to update the invoice date but the invoice is already paid. What should I do?

To edit the dates of a paid invoice, refer to the guide: How to Change the Delivery Date, Due Date, and Invoice Date of an Order.