I can't upload my Desktop file

I can't upload my Desktop file

Trouble Uploading Your Desktop File? Here’s How to Fix It

If you’re experiencing issues uploading your accounting file, don’t worry—here are a few troubleshooting steps to help you resolve the problem:


1. Use a Supported Browser

For the smoothest upload experience, we recommend using Google Chrome. You can download it here.


2. Verify File Type Compatibility

Make sure your file has a valid extension based on your location:

  • Australia: .myo, .myox, .qbb, .qbw

  • New Zealand: .myo, .myox

  • USA: .ptb, .qbb, .qbw, .qbm

Warning
Important: Only upload the actual data filenot additional documents, folders, or entire directories. Files that are incorrectly zipped, deleted, or modified may fail to upload.


3. Check the File Size

If the file size is 0 bytes, it means the file is empty and cannot be processed. Please re-save the file from your accounting software before attempting to upload again.


4. Zip File Format Guidelines

Only one file should be included in the zip archive (unless you’re doing a bulk upload). For single file conversions:

  • Extract the correct data file from the folder

  • Re-zip it individually before uploading


5. Large File Handling

We accept zipped files up to 800MB. If your file exceeds this limit:

  • Try optimising or rolling the file in MYOB to reduce its size

  • Re-zip and upload again

  • Opt for Custom Conversion

If you'd like us to handle the file as-is, we can do so through our custom conversion service. Please note: large files may take longer than our standard 3–5 business day timeframe.


6. Avoid Password-Protected Zips

Files zipped directly from MYOB may be password-protected, which can block the upload.
Instead:

  • Compress the file manually outside of MYOB

  • Ensure the zip folder is not password protected


7. Watch Out for Corrupted Zips/File

Zip files may become corrupted during compression. If this happens:

  • Re-zip the file and try uploading again


Still Can’t Upload?

If you’ve checked all of the above and the upload still isn’t working, don’t hesitate to contact our support team — we’re here to help!

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