Due to a high number of comments (and MYOB replies) about Secure invoicing, I am posting a summary of the change, frequent questions/complaints and the answers from MYOB to make it easier for everyone to find this important information. I will also be archiving the previous discussions on the forum so that this new post becomes easier for customers to find.
It is a long update, but in the interest of transparency, fairness and to avoid any concerns around censorship, I am doing my best to make sure everything is covered.
The Secure Invoicing upgrade began with a small test group of customers in October 2024, and we have continued to roll this out to more customers in small batches since then. We are some time away from this being released to all customers, so don’t worry if you have not heard of it or seen any communication from us.
What is the Secure invoicing upgrade?
Secure invoicing is an important upgrade being rolled out this year to customers who send invoices on MYOB subscription plans. From MYOB Business Lite, through to AccountRight Premier. The upgrade adds multiple layers of security for your business, plus automation features designed to help you save time and accelerate cashflow.
The Secure Invoicing ecosystem is a combination of the secure distribution of invoices using MYOBs trusted software (Email, SMS, CopyLink) and the ability to accept secure payments.
Secure invoicing includes:
Always-on fraud monitoring for transactions and payment activity
Secure payment methods
MYOB verified badge
End-to-end secure invoice distribution
Additional questions/objections to this:
Why is online payments combined with secure invoicing? + Online payments should be separate / I don’t want online payments + I’m happy to have additional security with invoicing but I don’t want to have payments.
The distribution of invoices using MYOB software, fraud monitoring and secure payment of invoices is combined into a single MYOB Secure invoicing ecosystem to provide the best possible protection for businesses and consumers. Although these features are combined, you have the flexibility to adjust settings to suit your preferences around the secure payment methods.
No – e-Invoicing is an ATO initiative, similar to this but it is only for the digital exchange of invoice information directly between a supplier’s and buyer’s accounting systems, regardless of the software they use.
MYOB Secure invoicing is for all business using MYOBs software, and applies regardless of whether the invoice is being sent to a business or a consumer.
Why is MYOB making this change?
Cyber security is a constantly evolving landscape with new threats emerging daily. MYOB continuously develops and invests in solutions to meet these challenges, but security is a shared responsibility and requires vigilance from everyone. Financial losses from online fraud and cyber scams cost Australians over $2 billion in 2023. Scam reports from businesses rose by 28%, resulting in $29.5 million in losses. Small businesses, with fewer resources for risk mitigation, were hit hardest, reporting nearly $12 million in losses from false billing—the most common scam. MYOB understands that falling victim to a cyber scam can have very real consequences. That’s why we have developed and will continue to invest in secure invoicing, in addition to other essential security measures like Multifactor Authentication (MFA) and inactivity login timers.
Additional questions/objections to this:
Is there a legislative/legal mandate that MYOB is adhering to for this change?
No, the Secure Invoicing upgrade is a decision MYOB has made to protect business and consumers across Australia. There has been reference to MYOB complying with legislation as part of the verification process and this is still also true when it comes to the Secure payments component.
To comply with anti-money laundering legislation, we must verify certain documents in line with KYC (Know Your Customer) regulations. Read more here.
What do I have to do?
Customers are required to verify their business as part of the upgrade process. This includes identity verification of all ultimate beneficial owners (typically any individual with 25% or more ownership or voting rights for a company) Find out more about verification here
Additional questions related to this:
I don’t want to give sensitive information to MYOB + How is my data being stored and treated
All information will be handled in accordance with our Privacy Policy, which can be accessed here: www.myob.com/au/privacy-policy.
For further peace of mind, our current system for verification erases documents after 30 days and does not store them indefinitely.
What happens if I don’t want to verify my business and/or I don’t want to upgrade?
Customers who do not complete the business verification and upgrade to secure invoicing will be restricted from utilising the MYOB platform for distribution of invoices. This means that distribution of invoices using the secure methods of email, copy link and SMS will be unavailable. Customers can continue to send their invoices themselves however and will need to use a ‘Print to PDF’ option, then manually email the invoice themselves through Outlook, Gmail etc.
Additional questions related to this:
If I can no longer email invoices through my software, will I still be able to email payslips and other information?
Yes the restrictions only apply to the distribution of invoices. There is no restriction to emailing other items.
What are the fees and charges for the online payments feature?
The fee for secure payments is 1.8% of the invoice value + 25c transaction fee. This only applies if the invoice is paid by a secure payment method. For example, if the recipient of the invoice still chooses to transfer the money to you via bank transfer, there are no fees. But if they paid via Bpay, Visa, Mastercard etc then the fees apply.
Please note that there is flexibility with the fees.
You can decide whether the fee is paid for by you or by the person paying the invoice (surcharging). *Please note, BPAY fees are unable to be surcharged to the customer.
You can also choose whether you want to have BPAY enabled or disabled
You can choose whether you want to have secure payments enabled or disabled
*Please also be advised, that after completing the secure invoicing upgrade, the secure payments feature will be enabled on by default.
Why should I use online payments? (spoiler, this hasn’t been asked yet, but it’s important to know)
Using the online payments feature has multiple benefits to you and your business.
Get paid faster – the sooner a customer receives an invoice, the quicker they can pay you. But how much of a pain is it to copy a BSB and Account number into your banking app and make a transfer, add in the reference etc. The Pay now button in the invoice makes payment quicker and easier helping you get paid faster.
Getting paid faster helps increase cash flow to your business
Your customers have more choices in how they pay you. They can now choose to either pay by EFT as they have in the past or they can utilise their credit facilities to benefit them.
Better security – online invoice payments use several layers of protection to identify fraudulent behaviour.
Peace of mind – A network of verified businesses means fewer risks and safer transactions, so clients can invoice with confidence, and customers can pay knowing they’re interacting with a trusted business.
Save time – get automatic notifications when payment is made on an invoice. Payments are automatically recorded in your software and the invoice closed off. Less time chasing payments and debtors.
Why should I verify if I am going to turn payments off afterwards
MYOBs position is that Secure payments not only protects businesses and consumers from fraud but it supports businesses in getting paid faster, increase available cashflow and saving time chasing debtors or reconciling. We recommend and encourage customers to keep this feature enabled
Thank you for taking the time to read and understand this change more. If you have a question, you are still welcome to reply to this post or start a new discussion in the forum.
This was my decision to repost a summary of questions and answers on this topic. It is definitely a balance between not wanting to censor feedback, and ensuring that people can find the answers they need. If I was finding a thread in the forum about this, I wouldnt want to scroll through ~200 comments to see if someone else had the same question as me and what the answer is.
By Archiving the existing conversation, yes a lot of the emotion associated with the feedback is also removed. But the constructive questions and feedback remains.
I continue to be an advocate for customer feedback and for building a community built on respect and trust. I will not remove the comment you have made as this or any kind of censorship is not what I am about.
As a small business owner, as of yesterday, I have now been affected by the changes. No longer able to send out invoices. I started the verification process, but was feeling very uncomfortable at having to provide such sensitive information such as Drivers licence/Passport details. Just prior to submitting all my information, I read through the fine print at the end, and noted that all this sensitive information will be passed on to third party entities. Could MYOB tell me how many entities this private information would be passed on to? I am also not happy having to pay, or pass on the costs of 1.8% per invoice. I do not need this feature, so would be disabling it. As I, and many others, would not opt to use this feature, would it not make sense to offer it as Opt in instead of forcing it upon us? Instead, I am being coerced to provide private information so as to continue to be able to send out simple invoices. Not what I signed up for when choosing MYOB as an accounting package.
Hi Mel_75 , as part of protecting the privacy of our customers and ensuring the correct handling of these identification documents, the uploading and verification process is managed via a 3rd party software that specialises in secure documentation handling.
We will also treat any information in line without privacy policy you can see here
We understand that the secure payments feature may not benefit all businesses. You absolutely have the option to disable this, either per invoice or as a default. I hear what you are saying about opt in versus opt out. Due to the overall intiative being about security for businesses and consumers in Australia, utilising secure payment methods is the best option for an end-to-end secure invoicing workflow so it is best to enabled, but the flexibility to tailor the invoicing feature (including payments) to your business needs still exists to support you
Feedback for the developers, the functionality of being able to email out invoices directly from the software should not be dictated by whether an business opts in or out of using the offered "Pay Now" facilities. None of the other software providers force this on their subscribers [ie., you can still email invoices to customers directly from Xero even if you do not connect to "Secure Payments"]. The other software also do not require business owners to provide personal identification information such as license, passport, etc, in order to set up the Secure Payment methods. Why does MYOB or the Third Party need this information ? When will we be able to email payment receipts to our customers which is a feature that has been requested for nearly 20 years?
I thought I was alone in this and pretty angry about this bs. Glad I’ve come across this forum and see that a lot of people feel the same way. Is Xero any better? Thinking of taking all 4 businesses elsewhere.
We are multigroup of companies, several types of businesses! Yes, many clients are angry at this Myob corporate money grab! We just starting another business to add to our group, I'm contemplating going to Xero! with this new business and dumping Myob if they are better! I would like to know if anyone has anything to say regarding Xero!
Hi Jo15 I haven't used Xero but I trial it regularly waiting for the time when it finally passes MYOB on the pros and cons list for our business. My only recommendation is to make sure it can do all the things you regularly do in MYOB. Last time we trialled it, there were some MYOB features we use every day that weren't possible in Xero. Xero has some features not available in MYOB too but what we'd gain doesn't compensate for what we'd lose. I saw several comments in the Xero forums from frustrated users threatening to change to MYOB too. For example - while it's fiddly to do in MYOB, we CAN store email addresses on customer cards in a way that lets us send invoices to one address and statements to another. I never found a way to do this in Xero. There's a long term request for it in their forum too. MYOB allows you to save recurring sale templates to use for any customer. A lot of our customers are one-offs not returning customers (service business). In Xero, the templates only apply (at least at the time of my last test) to the customer linked to them which renders them pretty well useless for us. Also, payroll can more easily be split between branches in MYOB (desktop accountright - not browser) than in Xero unless you're using an add-on payroll system. At least in my experience. So, before jumping ship, just make sure it does what you need it to. If you don't use these same features that we do, then maybe it'll be fine for you. We even looked at MYOB Advanced and some other ERP systems recently and for us, MYOB Account Right Desktop, despite all its faults and its ability to push all my buttons some days, still came out on top.
At least some truths have finally come out...not legislation requirement just a simple Capitalist money grab from MYOB.
So for those of us who refuse to upgrade due to so much information being passed over to MYOB unnecessarily and are now having to save to pdf and then email, therefore not getting what we paid when we signed up to MYOB do we get a discount on our subscription fees? As MYOB is no longer providing a simple email service for invoicing. Or do we need to go elsewhere?
And please no MYOB moderators need reply to this, I cannot stand anymore of the corporate speak.
Secure invoicing is plain rubbish! making everyone go to secure invoicing and payments through myob is just a corporate grift! Being able to turn off and having your client then unable to email an invoice straight from myob is plain rubbish as well. Making us convert an invoice to a pdf and emailing through our normal email server is just plain blackmail! or are you trying to turn you larger clients like us with multigroup types of businesses and spends $20k with you each year and going up! I have stronger words!!! believe me!
I won't be verifing MY business, I don't trust this process or MYOB.
Its a sneaky tactic to force compliance and it's NOT an offer if we are forced into it! Especially if you have to threaten to take away emails for invoices and statement from customers to get it across the line! That's sending business into the dark ages. There is more personal information on a payroll slip than an invoice that would be more of a risk to email. Guess you can't tag a fee onto someone's wages!
This feels very much like Mind Your Own Business - no more!
Sooo MYOB tell me - What is the best way to save statements to file so that I can email them to my customers from my email?
Will I now get a discount for the lessor version of MYOB that I am now only able to use?
I don't want your 'secure'payments or the fees associated with them - that is thousands of dollars every year for MYOB, but it doesn't benefit my business at all - I have security in place via my bank.
Hi there, I verified our business and all went through, however there was no warning that all my future and past invoices would be automatically switched over to having the option for online payments. One of my overdue invoices was then paid via BPay without me knowing that would be an option for them, and I'm now slugged with a $4.75 fee that's come off my invoice payment. I have since turned off the option for future invoices, and any previous invoices I now duplicate need the option turned off individually (annoying and a waste of my time). Can you please contact me via private message to discuss a credit for the BPay fee that was foisted on me? Many thanks, Alex
I am writing to express my extreme dissatisfaction and frankly, outrage, regarding the recent changes to your software that have effectively crippled my ability to perform a basic, essential business function: emailing invoices directly from the MYOB platform. I want to state upfront that I have never lodged a formal complaint, however the recent changes implemented by MYOB regarding invoice emailing have caused such significant disruption and frustration to my business operations that I feel absolutely compelled to voice my extreme dissatisfaction and outrage regarding these modifications.
The decision to inextricably link this fundamental feature to the mandatory setup of your online "Pay Now" facility is unacceptable, as it is a coercive tactic. Forcing users, who have absolutely no need or desire for your online payment processing, to go through a verification process involving highly sensitive personal identification (driver's license, passport) simply to restore basic emailing functionality is appalling.
Let me be unequivocally clear:
Emailing invoices is CORE functionality: This is not some premium add-on. It's a basic expectation of any modern accounting package, and it was a function available when I initially subscribed to MYOB. Its removal under these conditions constitutes a degradation of the service I pay for so I expect a reduction in the monthly subscription fee.
This is NOT "Opt-In": You have removed a key feature and are holding it hostage, demanding users adopt and verify for a separate, chargeable service (online payments) they may not want, simply to get the original feature back. This feels less like a service update and more like a blackmail tactic – comply with our new demands and potentially expose yourself to new fees or lose functionality you already paid for.
No Choice, No Consent: I do not consent to providing my sensitive personal identification to MYOB or its unnamed "third parties" for a payment service I will neveruse. Being forced into this verification process under duress to continue operating my business efficiently via your software is a gross overstep.
No Reduction in Subscription Fees: Despite removing this essential functionality for users unwilling to comply with the unnecessary verification for an unwanted service, there has been no corresponding reduction in the subscription fee. You have unilaterally diminished the value proposition of your software while continuing to charge the full price. This is fundamentally unfair and poor business practice.
I chose MYOB as an accounting package, not as a mandated payment processor. Your decision effectively forces the latter onto your customers under the threat of removing essential tools. This is a fundamental betrayal of the relationship I, as a small business owner, expected when choosing your platform.
This situation is untenable there needs to be an immediate decoupling of the invoice emailing function from the online payment setup. Basic emailing capability must be restored to all subscribers without forcing them to undergo verification for, or adoption of, the optional payment services.
Failure to address this critical issue promptly and satisfactorily will leave me with no alternative but to cease my subscription and migrate my business accounting to a competitor that respects customer choice and does not resort to such coercive strategies to push unwanted services while degrading core functionality. Furthermore, if this issue is not remedied ASAP, I will be lodging a formal complaint regarding these coercive and unfair business practices with the NSW Fair Trading and Australian Competition and Consumer Commission (ACCC).
MYOB's completely arrogant position with this is outrageous. They are forcing customers to comply with their underhanded money grab.
Nothing about sending an email is less secure than emailing a statement or payslip - and those functions are still available - at the moment. Unless they decide to hold us to ransom with that as well. Complete blackmail to force compliance by taking away a basic function of the accounting package while still charging the same monthly fee.
I know its such a pain but we have to get in to the habit of saving to PDF or moving to another program because just throwing up your arms, complaining and then signing up for this BS is not going to make things better.
If everyone refuses to sign up and prospective new customers are scared away by the level of scrutiny involved just to send invoices, MYOB will eventually have to reconsider.
Ditto Tina, Couldn't have said it better myself. Although I did try, was censored & threatened with being banned. The ACCC complaint sounds like a great idea. Thank you.
Hi Tina_15 , thanks for joining the forum, even though it is not under the best circumstances. The community forum is not an official/formal complaints channel, but I will definitely make sure that this feedback is presented to the team responsible for the upgrade. If you do want to make a formal complaint, you can email to feedback@myob.com
To address a few points in your message: The third-party is not unnamed, but it can/has changed which is likely why the messaging is more generic. When you are clicking through the process in product you will see that it says 'Powered by frankieone' You can learn more about frankieone (and their privacy policy) here
I can definitely see how needing to verify to continue utilising the email functionality would feel like it is being 'removed' or that you think there should be a reduction in fees. But the functionality still exists and there is no additional cost associated with it. There is the one-time verification though.
New customers will find this far more logical as part of signing up, to verify that they are a legitimate business, just as you would if you were trying to open a business bank account. This secure invoicing upgrade is not solely about the 'pay now' function as you say, but in ensuring that the MYOB platform is only used by verified businesses to distribute invoices in Australia. Once verified, the secure invoicing functionality does include the payments feature but this can be tailored to suit businesses by enabling or disabling it.
Also for the reply from ClaudineJ , email is only the most commonly used function for sending invoices. The change is not specific to email but to the distribution of invoices. MYOB provides 3 secure distribution methods. Email, SMS and Copylink. As there is a heavy emphasis around invoice fraud in Australia for this change, it is absolutely only emailing invoices that is impacted, and not emailing payslips or statements.
I hope you are not feeling too personally down in the dumps over this debacle.
The frustration, anger and disdain is primarily directed at MYOB management and their discissions and in no way is intended to ridicule you personally.
It must be a difficult situation having to weather the fire and see no action from your superiors to rectify the situation.
It appears you are not getting any sort of response from management as to whether they are taking this situation seriously. I don't envy your predicament.
Thanks for thinking of me AndrewC2340 . Its not an easy situation. I care a lot about MYOB, our customers and the Community Forum as well. There is a lot to balance in times like this. And I do my best not to take it personally. Thanks again, Mike
Have read the MYOB 'FAQ' and response above plus an number of comments AND still I find it beyond reasonable to ask an existing long term MYOB client (over 15 years) to verify the business both individually and with certified company documents. A business that has been in operation over 30 years where the ATO is satisfied, Bank is satisfied, Accountant is satisfied, State / Federal Govt departments & customers (mostly!) satisfied with who we are both legally and otherwise. The other big issue is 'cash flow' forecast - what! Surely existing MYOB clients should not have to verify who they are to MYOB after all these years of operation especially if disabling the online payments - we get paid and have no issues, our Bank is our merchant provider and we feel more secure with that arrangement. We rarely ever comment or even open the Forum / support pages - too busy running our business BUT this has pushed us to book appointment with our Accountant to explore their advice on other software - if we have to get documents certified and identify ourselves, bank account etc then whether it is MYOB or another................!
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Hi everyone,
Due to a high number of comments (and MYOB replies) about Secure invoicing, I am posting a summary of the change, frequent questions/complaints and the answers from MYOB to make it easier for everyone to find this important information. I will also be archiving the previous discussions on the forum so that this new post becomes easier for customers to find.
It is a long update, but in the interest of transparency, fairness and to avoid any concerns around censorship, I am doing my best to make sure everything is covered.
\n
The Secure Invoicing upgrade began with a small test group of customers in October 2024, and we have continued to roll this out to more customers in small batches since then. We are some time away from this being released to all customers, so don’t worry if you have not heard of it or seen any communication from us.
\n
What is the Secure invoicing upgrade?
\n
Secure invoicing is an important upgrade being rolled out this year to customers who send invoices on MYOB subscription plans. From MYOB Business Lite, through to AccountRight Premier. The upgrade adds multiple layers of security for your business, plus automation features designed to help you save time and accelerate cashflow.
\n
The Secure Invoicing ecosystem is a combination of the secure distribution of invoices using MYOBs trusted software (Email, SMS, CopyLink) and the ability to accept secure payments.
\n
Secure invoicing includes:
\n
\n
Always-on fraud monitoring for transactions and payment activity
\n
Secure payment methods
\n
MYOB verified badge
\n
End-to-end secure invoice distribution
\n
\n
Additional questions/objections to this:
\n
\n
Why is online payments combined with secure invoicing? + Online payments should be separate / I don’t want online payments + I’m happy to have additional security with invoicing but I don’t want to have payments.\n
\n
The distribution of invoices using MYOB software, fraud monitoring and secure payment of invoices is combined into a single MYOB Secure invoicing ecosystem to provide the best possible protection for businesses and consumers. Although these features are combined, you have the flexibility to adjust settings to suit your preferences around the secure payment methods.
No – e-Invoicing is an ATO initiative, similar to this but it is only for the digital exchange of invoice information directly between a supplier’s and buyer’s accounting systems, regardless of the software they use.
MYOB Secure invoicing is for all business using MYOBs software, and applies regardless of whether the invoice is being sent to a business or a consumer.
\n
\n
\n
\n
Why is MYOB making this change?
\n
Cyber security is a constantly evolving landscape with new threats emerging daily. MYOB continuously develops and invests in solutions to meet these challenges, but security is a shared responsibility and requires vigilance from everyone. Financial losses from online fraud and cyber scams cost Australians over $2 billion in 2023. Scam reports from businesses rose by 28%, resulting in $29.5 million in losses. Small businesses, with fewer resources for risk mitigation, were hit hardest, reporting nearly $12 million in losses from false billing—the most common scam. MYOB understands that falling victim to a cyber scam can have very real consequences. That’s why we have developed and will continue to invest in secure invoicing, in addition to other essential security measures like Multifactor Authentication (MFA) and inactivity login timers.
\n
\n
Additional questions/objections to this:
\n
\n
Is there a legislative/legal mandate that MYOB is adhering to for this change?\n
\n
No, the Secure Invoicing upgrade is a decision MYOB has made to protect business and consumers across Australia. There has been reference to MYOB complying with legislation as part of the verification process and this is still also true when it comes to the Secure payments component.
\n
To comply with anti-money laundering legislation, we must verify certain documents in line with KYC (Know Your Customer) regulations. Read more here.
\n
\n
\n
\n
What do I have to do?
\n
Customers are required to verify their business as part of the upgrade process. This includes identity verification of all ultimate beneficial owners (typically any individual with 25% or more ownership or voting rights for a company) Find out more about verification here
\n
\n
Additional questions related to this:
\n
\n
I don’t want to give sensitive information to MYOB + How is my data being stored and treated\n
\n
All information will be handled in accordance with our Privacy Policy, which can be accessed here: www.myob.com/au/privacy-policy.
\n
For further peace of mind, our current system for verification erases documents after 30 days and does not store them indefinitely.
\n
\n
\n
\n
What happens if I don’t want to verify my business and/or I don’t want to upgrade?
\n
Customers who do not complete the business verification and upgrade to secure invoicing will be restricted from utilising the MYOB platform for distribution of invoices. This means that distribution of invoices using the secure methods of email, copy link and SMS will be unavailable. Customers can continue to send their invoices themselves however and will need to use a ‘Print to PDF’ option, then manually email the invoice themselves through Outlook, Gmail etc.
\n
\n
Additional questions related to this:
\n
\n
If I can no longer email invoices through my software, will I still be able to email payslips and other information?\n
\n
Yes the restrictions only apply to the distribution of invoices. There is no restriction to emailing other items.
\n
\n
\n
\n
What are the fees and charges for the online payments feature?
\n
The fee for secure payments is 1.8% of the invoice value + 25c transaction fee. This only applies if the invoice is paid by a secure payment method. For example, if the recipient of the invoice still chooses to transfer the money to you via bank transfer, there are no fees. But if they paid via Bpay, Visa, Mastercard etc then the fees apply.
\n
\n
Please note that there is flexibility with the fees.\n
\n
You can decide whether the fee is paid for by you or by the person paying the invoice (surcharging). *Please note, BPAY fees are unable to be surcharged to the customer.
\n
You can also choose whether you want to have BPAY enabled or disabled
\n
You can choose whether you want to have secure payments enabled or disabled
\n
\n
\n
\n
*Please also be advised, that after completing the secure invoicing upgrade, the secure payments feature will be enabled on by default.
Why should I use online payments? (spoiler, this hasn’t been asked yet, but it’s important to know)
\n
Using the online payments feature has multiple benefits to you and your business.
\n
\n
Get paid faster – the sooner a customer receives an invoice, the quicker they can pay you. But how much of a pain is it to copy a BSB and Account number into your banking app and make a transfer, add in the reference etc. The Pay now button in the invoice makes payment quicker and easier helping you get paid faster.
\n
Getting paid faster helps increase cash flow to your business
\n
Your customers have more choices in how they pay you. They can now choose to either pay by EFT as they have in the past or they can utilise their credit facilities to benefit them.
\n
Better security – online invoice payments use several layers of protection to identify fraudulent behaviour.
\n
Peace of mind – A network of verified businesses means fewer risks and safer transactions, so clients can invoice with confidence, and customers can pay knowing they’re interacting with a trusted business.
\n
Save time – get automatic notifications when payment is made on an invoice. Payments are automatically recorded in your software and the invoice closed off. Less time chasing payments and debtors.
Why should I verify if I am going to turn payments off afterwards\n
\n
MYOBs position is that Secure payments not only protects businesses and consumers from fraud but it supports businesses in getting paid faster, increase available cashflow and saving time chasing debtors or reconciling. We recommend and encourage customers to keep this feature enabled
\n
\n
\n
\n
Thank you for taking the time to read and understand this change more. If you have a question, you are still welcome to reply to this post or start a new discussion in the forum.
\n
\n
Kind regards, Mike/MYOB
","body@stringLength":"13615","rawBody":"
Hi everyone,
Due to a high number of comments (and MYOB replies) about Secure invoicing, I am posting a summary of the change, frequent questions/complaints and the answers from MYOB to make it easier for everyone to find this important information. I will also be archiving the previous discussions on the forum so that this new post becomes easier for customers to find.
It is a long update, but in the interest of transparency, fairness and to avoid any concerns around censorship, I am doing my best to make sure everything is covered.
\n
The Secure Invoicing upgrade began with a small test group of customers in October 2024, and we have continued to roll this out to more customers in small batches since then. We are some time away from this being released to all customers, so don’t worry if you have not heard of it or seen any communication from us.
\n
What is the Secure invoicing upgrade?
\n
Secure invoicing is an important upgrade being rolled out this year to customers who send invoices on MYOB subscription plans. From MYOB Business Lite, through to AccountRight Premier. The upgrade adds multiple layers of security for your business, plus automation features designed to help you save time and accelerate cashflow.
\n
The Secure Invoicing ecosystem is a combination of the secure distribution of invoices using MYOBs trusted software (Email, SMS, CopyLink) and the ability to accept secure payments.
\n
Secure invoicing includes:
\n
\n
Always-on fraud monitoring for transactions and payment activity
\n
Secure payment methods
\n
MYOB verified badge
\n
End-to-end secure invoice distribution
\n
\n
Additional questions/objections to this:
\n
\n
Why is online payments combined with secure invoicing? + Online payments should be separate / I don’t want online payments + I’m happy to have additional security with invoicing but I don’t want to have payments.\n
\n
The distribution of invoices using MYOB software, fraud monitoring and secure payment of invoices is combined into a single MYOB Secure invoicing ecosystem to provide the best possible protection for businesses and consumers. Although these features are combined, you have the flexibility to adjust settings to suit your preferences around the secure payment methods.
No – e-Invoicing is an ATO initiative, similar to this but it is only for the digital exchange of invoice information directly between a supplier’s and buyer’s accounting systems, regardless of the software they use.
MYOB Secure invoicing is for all business using MYOBs software, and applies regardless of whether the invoice is being sent to a business or a consumer.
\n
\n
\n
\n
Why is MYOB making this change?
\n
Cyber security is a constantly evolving landscape with new threats emerging daily. MYOB continuously develops and invests in solutions to meet these challenges, but security is a shared responsibility and requires vigilance from everyone. Financial losses from online fraud and cyber scams cost Australians over $2 billion in 2023. Scam reports from businesses rose by 28%, resulting in $29.5 million in losses. Small businesses, with fewer resources for risk mitigation, were hit hardest, reporting nearly $12 million in losses from false billing—the most common scam. MYOB understands that falling victim to a cyber scam can have very real consequences. That’s why we have developed and will continue to invest in secure invoicing, in addition to other essential security measures like Multifactor Authentication (MFA) and inactivity login timers.
\n
\n
Additional questions/objections to this:
\n
\n
Is there a legislative/legal mandate that MYOB is adhering to for this change?\n
\n
No, the Secure Invoicing upgrade is a decision MYOB has made to protect business and consumers across Australia. There has been reference to MYOB complying with legislation as part of the verification process and this is still also true when it comes to the Secure payments component.
\n
To comply with anti-money laundering legislation, we must verify certain documents in line with KYC (Know Your Customer) regulations. Read more here.
\n
\n
\n
\n
What do I have to do?
\n
Customers are required to verify their business as part of the upgrade process. This includes identity verification of all ultimate beneficial owners (typically any individual with 25% or more ownership or voting rights for a company) Find out more about verification here
\n
\n
Additional questions related to this:
\n
\n
I don’t want to give sensitive information to MYOB + How is my data being stored and treated\n
\n
All information will be handled in accordance with our Privacy Policy, which can be accessed here: www.myob.com/au/privacy-policy.
\n
For further peace of mind, our current system for verification erases documents after 30 days and does not store them indefinitely.
\n
\n
\n
\n
What happens if I don’t want to verify my business and/or I don’t want to upgrade?
\n
Customers who do not complete the business verification and upgrade to secure invoicing will be restricted from utilising the MYOB platform for distribution of invoices. This means that distribution of invoices using the secure methods of email, copy link and SMS will be unavailable. Customers can continue to send their invoices themselves however and will need to use a ‘Print to PDF’ option, then manually email the invoice themselves through Outlook, Gmail etc.
\n
\n
Additional questions related to this:
\n
\n
If I can no longer email invoices through my software, will I still be able to email payslips and other information?\n
\n
Yes the restrictions only apply to the distribution of invoices. There is no restriction to emailing other items.
\n
\n
\n
\n
What are the fees and charges for the online payments feature?
\n
The fee for secure payments is 1.8% of the invoice value + 25c transaction fee. This only applies if the invoice is paid by a secure payment method. For example, if the recipient of the invoice still chooses to transfer the money to you via bank transfer, there are no fees. But if they paid via Bpay, Visa, Mastercard etc then the fees apply.
\n
\n
Please note that there is flexibility with the fees.\n
\n
You can decide whether the fee is paid for by you or by the person paying the invoice (surcharging). *Please note, BPAY fees are unable to be surcharged to the customer.
\n
You can also choose whether you want to have BPAY enabled or disabled
\n
You can choose whether you want to have secure payments enabled or disabled
\n
\n
\n
\n
*Please also be advised, that after completing the secure invoicing upgrade, the secure payments feature will be enabled on by default.
Why should I use online payments? (spoiler, this hasn’t been asked yet, but it’s important to know)
\n
Using the online payments feature has multiple benefits to you and your business.
\n
\n
Get paid faster – the sooner a customer receives an invoice, the quicker they can pay you. But how much of a pain is it to copy a BSB and Account number into your banking app and make a transfer, add in the reference etc. The Pay now button in the invoice makes payment quicker and easier helping you get paid faster.
\n
Getting paid faster helps increase cash flow to your business
\n
Your customers have more choices in how they pay you. They can now choose to either pay by EFT as they have in the past or they can utilise their credit facilities to benefit them.
\n
Better security – online invoice payments use several layers of protection to identify fraudulent behaviour.
\n
Peace of mind – A network of verified businesses means fewer risks and safer transactions, so clients can invoice with confidence, and customers can pay knowing they’re interacting with a trusted business.
\n
Save time – get automatic notifications when payment is made on an invoice. Payments are automatically recorded in your software and the invoice closed off. Less time chasing payments and debtors.
Why should I verify if I am going to turn payments off afterwards\n
\n
MYOBs position is that Secure payments not only protects businesses and consumers from fraud but it supports businesses in getting paid faster, increase available cashflow and saving time chasing debtors or reconciling. We recommend and encourage customers to keep this feature enabled
\n
\n
\n
\n
Thank you for taking the time to read and understand this change more. If you have a question, you are still welcome to reply to this post or start a new discussion in the forum.
\n
\n
Kind regards, Mike/MYOB
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MYOB Secure Invoicing Upgrade: update and Summary 11/03","moderationData":{"__ref":"ModerationData:moderation_data:890225"},"body":"
Well, MYOB certainly are showing their hand.
Removing the negative feedback regarding Secure Invoicing under the guise of Archiving it.
It's the next best thing to consorship rebranded as doing everyone a favour.
I think this tells us that MYOB have no intention of backing down on this.
They are trying to divide users and hide the true extent of the dissatisfaction of this policy.
Mike has been put in a difficult position and is following orders.
Isnt that right Mike?
I think you might have a case against MYOB for a toxic work environment.
Watch.... They will shut this comment down too. Smells like trouble.
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Censorship at it's finest. I feel like I am part of a communist party here.
I was really hoping they would revert back to the way it was after all the complaints, but alas it looks like this is here to stay.
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Well said...
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This was my decision to repost a summary of questions and answers on this topic. It is definitely a balance between not wanting to censor feedback, and ensuring that people can find the answers they need. If I was finding a thread in the forum about this, I wouldnt want to scroll through ~200 comments to see if someone else had the same question as me and what the answer is.
By Archiving the existing conversation, yes a lot of the emotion associated with the feedback is also removed. But the constructive questions and feedback remains.
I continue to be an advocate for customer feedback and for building a community built on respect and trust. I will not remove the comment you have made as this or any kind of censorship is not what I am about.
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Thats not entirely true.
MYOB - \"Mind Your Own Business\" - Its become the exact opposite.
The sooner I get away from this toxic organisation the better my mental and financial health will be.
MYOB is destroying my life.
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As a small business owner, as of yesterday, I have now been affected by the changes. No longer able to send out invoices. I started the verification process, but was feeling very uncomfortable at having to provide such sensitive information such as Drivers licence/Passport details. Just prior to submitting all my information, I read through the fine print at the end, and noted that all this sensitive information will be passed on to third party entities. Could MYOB tell me how many entities this private information would be passed on to? I am also not happy having to pay, or pass on the costs of 1.8% per invoice. I do not need this feature, so would be disabling it. As I, and many others, would not opt to use this feature, would it not make sense to offer it as Opt in instead of forcing it upon us? Instead, I am being coerced to provide private information so as to continue to be able to send out simple invoices. Not what I signed up for when choosing MYOB as an accounting package.
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Hi Mel_75 , as part of protecting the privacy of our customers and ensuring the correct handling of these identification documents, the uploading and verification process is managed via a 3rd party software that specialises in secure documentation handling.
We will also treat any information in line without privacy policy you can see here
We understand that the secure payments feature may not benefit all businesses. You absolutely have the option to disable this, either per invoice or as a default. I hear what you are saying about opt in versus opt out. Due to the overall intiative being about security for businesses and consumers in Australia, utilising secure payment methods is the best option for an end-to-end secure invoicing workflow so it is best to enabled, but the flexibility to tailor the invoicing feature (including payments) to your business needs still exists to support you
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Hi Mike,
\n
Feedback for the developers, the functionality of being able to email out invoices directly from the software should not be dictated by whether an business opts in or out of using the offered \"Pay Now\" facilities. None of the other software providers force this on their subscribers [ie., you can still email invoices to customers directly from Xero even if you do not connect to \"Secure Payments\"]. The other software also do not require business owners to provide personal identification information such as license, passport, etc, in order to set up the Secure Payment methods. Why does MYOB or the Third Party need this information ? When will we be able to email payment receipts to our customers which is a feature that has been requested for nearly 20 years?
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I thought I was alone in this and pretty angry about this bs. Glad I’ve come across this forum and see that a lot of people feel the same way. Is Xero any better? Thinking of taking all 4 businesses elsewhere.
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Hi simfri,
We are multigroup of companies, several types of businesses! Yes, many clients are angry at this Myob corporate money grab! We just starting another business to add to our group, I'm contemplating going to Xero! with this new business and dumping Myob if they are better! I would like to know if anyone has anything to say regarding Xero!
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Hi Jo15 I haven't used Xero but I trial it regularly waiting for the time when it finally passes MYOB on the pros and cons list for our business. My only recommendation is to make sure it can do all the things you regularly do in MYOB. Last time we trialled it, there were some MYOB features we use every day that weren't possible in Xero. Xero has some features not available in MYOB too but what we'd gain doesn't compensate for what we'd lose. I saw several comments in the Xero forums from frustrated users threatening to change to MYOB too. For example - while it's fiddly to do in MYOB, we CAN store email addresses on customer cards in a way that lets us send invoices to one address and statements to another. I never found a way to do this in Xero. There's a long term request for it in their forum too. MYOB allows you to save recurring sale templates to use for any customer. A lot of our customers are one-offs not returning customers (service business). In Xero, the templates only apply (at least at the time of my last test) to the customer linked to them which renders them pretty well useless for us. Also, payroll can more easily be split between branches in MYOB (desktop accountright - not browser) than in Xero unless you're using an add-on payroll system. At least in my experience. So, before jumping ship, just make sure it does what you need it to. If you don't use these same features that we do, then maybe it'll be fine for you. We even looked at MYOB Advanced and some other ERP systems recently and for us, MYOB Account Right Desktop, despite all its faults and its ability to push all my buttons some days, still came out on top.
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At least some truths have finally come out...not legislation requirement just a simple Capitalist money grab from MYOB.
So for those of us who refuse to upgrade due to so much information being passed over to MYOB unnecessarily and are now having to save to pdf and then email, therefore not getting what we paid when we signed up to MYOB do we get a discount on our subscription fees? As MYOB is no longer providing a simple email service for invoicing. Or do we need to go elsewhere?
And please no MYOB moderators need reply to this, I cannot stand anymore of the corporate speak.
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Myob!
Secure invoicing is plain rubbish! making everyone go to secure invoicing and payments through myob is just a corporate grift! Being able to turn off and having your client then unable to email an invoice straight from myob is plain rubbish as well. Making us convert an invoice to a pdf and emailing through our normal email server is just plain blackmail! or are you trying to turn you larger clients like us with multigroup types of businesses and spends $20k with you each year and going up! I have stronger words!!! believe me!
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I won't be verifing MY business, I don't trust this process or MYOB.
Its a sneaky tactic to force compliance and it's NOT an offer if we are forced into it! Especially if you have to threaten to take away emails for invoices and statement from customers to get it across the line! That's sending business into the dark ages. There is more personal information on a payroll slip than an invoice that would be more of a risk to email. Guess you can't tag a fee onto someone's wages!
This feels very much like Mind Your Own Business - no more!
Sooo MYOB tell me - What is the best way to save statements to file so that I can email them to my customers from my email?
Will I now get a discount for the lessor version of MYOB that I am now only able to use?
I don't want your 'secure'payments or the fees associated with them - that is thousands of dollars every year for MYOB, but it doesn't benefit my business at all - I have security in place via my bank.
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Hi there, I verified our business and all went through, however there was no warning that all my future and past invoices would be automatically switched over to having the option for online payments. One of my overdue invoices was then paid via BPay without me knowing that would be an option for them, and I'm now slugged with a $4.75 fee that's come off my invoice payment. I have since turned off the option for future invoices, and any previous invoices I now duplicate need the option turned off individually (annoying and a waste of my time). Can you please contact me via private message to discuss a credit for the BPay fee that was foisted on me? Many thanks, Alex
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Yes chase them for that.
Everyone chase them for the fees refund.
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I am writing to express my extreme dissatisfaction and frankly, outrage, regarding the recent changes to your software that have effectively crippled my ability to perform a basic, essential business function: emailing invoices directly from the MYOB platform. I want to state upfront that I have never lodged a formal complaint, however the recent changes implemented by MYOB regarding invoice emailing have caused such significant disruption and frustration to my business operations that I feel absolutely compelled to voice my extreme dissatisfaction and outrage regarding these modifications.
The decision to inextricably link this fundamental feature to the mandatory setup of your online \"Pay Now\" facility is unacceptable, as it is a coercive tactic. Forcing users, who have absolutely no need or desire for your online payment processing, to go through a verification process involving highly sensitive personal identification (driver's license, passport) simply to restore basic emailing functionality is appalling.
Let me be unequivocally clear:
Emailing invoices is CORE functionality: This is not some premium add-on. It's a basic expectation of any modern accounting package, and it was a function available when I initially subscribed to MYOB. Its removal under these conditions constitutes a degradation of the service I pay for so I expect a reduction in the monthly subscription fee.
This is NOT \"Opt-In\": You have removed a key feature and are holding it hostage, demanding users adopt and verify for a separate, chargeable service (online payments) they may not want, simply to get the original feature back. This feels less like a service update and more like a blackmail tactic – comply with our new demands and potentially expose yourself to new fees or lose functionality you already paid for.
No Choice, No Consent: I do not consent to providing my sensitive personal identification to MYOB or its unnamed \"third parties\" for a payment service I will neveruse. Being forced into this verification process under duress to continue operating my business efficiently via your software is a gross overstep.
No Reduction in Subscription Fees: Despite removing this essential functionality for users unwilling to comply with the unnecessary verification for an unwanted service, there has been no corresponding reduction in the subscription fee. You have unilaterally diminished the value proposition of your software while continuing to charge the full price. This is fundamentally unfair and poor business practice.
I chose MYOB as an accounting package, not as a mandated payment processor. Your decision effectively forces the latter onto your customers under the threat of removing essential tools. This is a fundamental betrayal of the relationship I, as a small business owner, expected when choosing your platform.
This situation is untenable there needs to be an immediate decoupling of the invoice emailing function from the online payment setup. Basic emailing capability must be restored to all subscribers without forcing them to undergo verification for, or adoption of, the optional payment services.
Failure to address this critical issue promptly and satisfactorily will leave me with no alternative but to cease my subscription and migrate my business accounting to a competitor that respects customer choice and does not resort to such coercive strategies to push unwanted services while degrading core functionality. Furthermore, if this issue is not remedied ASAP, I will be lodging a formal complaint regarding these coercive and unfair business practices with the NSW Fair Trading and Australian Competition and Consumer Commission (ACCC).
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Well said Tina_15.
Totally agree.
MYOB's completely arrogant position with this is outrageous. They are forcing customers to comply with their underhanded money grab.
Nothing about sending an email is less secure than emailing a statement or payslip - and those functions are still available - at the moment. Unless they decide to hold us to ransom with that as well. Complete blackmail to force compliance by taking away a basic function of the accounting package while still charging the same monthly fee.
I refuse to verify. I don't trust them.
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I know its such a pain but we have to get in to the habit of saving to PDF or moving to another program because just throwing up your arms, complaining and then signing up for this BS is not going to make things better.
\n
If everyone refuses to sign up and prospective new customers are scared away by the level of scrutiny involved just to send invoices, MYOB will eventually have to reconsider.
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Ditto Tina, Couldn't have said it better myself. Although I did try, was censored & threatened with being banned. The ACCC complaint sounds like a great idea. Thank you.
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Hi Tina_15 , thanks for joining the forum, even though it is not under the best circumstances. The community forum is not an official/formal complaints channel, but I will definitely make sure that this feedback is presented to the team responsible for the upgrade. If you do want to make a formal complaint, you can email to feedback@myob.com
To address a few points in your message: The third-party is not unnamed, but it can/has changed which is likely why the messaging is more generic. When you are clicking through the process in product you will see that it says 'Powered by frankieone' You can learn more about frankieone (and their privacy policy) here
I can definitely see how needing to verify to continue utilising the email functionality would feel like it is being 'removed' or that you think there should be a reduction in fees. But the functionality still exists and there is no additional cost associated with it. There is the one-time verification though.
New customers will find this far more logical as part of signing up, to verify that they are a legitimate business, just as you would if you were trying to open a business bank account. This secure invoicing upgrade is not solely about the 'pay now' function as you say, but in ensuring that the MYOB platform is only used by verified businesses to distribute invoices in Australia. Once verified, the secure invoicing functionality does include the payments feature but this can be tailored to suit businesses by enabling or disabling it.
Also for the reply from ClaudineJ , email is only the most commonly used function for sending invoices. The change is not specific to email but to the distribution of invoices. MYOB provides 3 secure distribution methods. Email, SMS and Copylink. As there is a heavy emphasis around invoice fraud in Australia for this change, it is absolutely only emailing invoices that is impacted, and not emailing payslips or statements.
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Hey Mike.
\n
How are you going?
\n
I hope you are not feeling too personally down in the dumps over this debacle.
\n
The frustration, anger and disdain is primarily directed at MYOB management and their discissions and in no way is intended to ridicule you personally.
\n
It must be a difficult situation having to weather the fire and see no action from your superiors to rectify the situation.
\n
It appears you are not getting any sort of response from management as to whether they are taking this situation seriously. I don't envy your predicament.
\n
Good luck.
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Thanks for thinking of me AndrewC2340 . Its not an easy situation. I care a lot about MYOB, our customers and the Community Forum as well. There is a lot to balance in times like this. And I do my best not to take it personally. Thanks again, Mike
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Have read the MYOB 'FAQ' and response above plus an number of comments AND still I find it beyond reasonable to ask an existing long term MYOB client (over 15 years) to verify the business both individually and with certified company documents. A business that has been in operation over 30 years where the ATO is satisfied, Bank is satisfied, Accountant is satisfied, State / Federal Govt departments & customers (mostly!) satisfied with who we are both legally and otherwise. The other big issue is 'cash flow' forecast - what! Surely existing MYOB clients should not have to verify who they are to MYOB after all these years of operation especially if disabling the online payments - we get paid and have no issues, our Bank is our merchant provider and we feel more secure with that arrangement. We rarely ever comment or even open the Forum / support pages - too busy running our business BUT this has pushed us to book appointment with our Accountant to explore their advice on other software - if we have to get documents certified and identify ourselves, bank account etc then whether it is MYOB or another................!
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