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Good morning Marlyse, we are actively onboarding more staff into our support roles right now, but the training process can take some time.
We hope to have our support experience in a better position as soon as possible.
Assuming that the support request you raised was a cancellation request? The team will process your request for a backup and cancellation (due to business closure) in due course when they action your case.
Given that you would want the backup to include all data up to the 30th June, I would also presume that if the team actioned this now/immediately it would need to be redone, whereas it can be retrieved at any time after the 30th.
Why do we have to ring to cancel the subscription and request the back up, especially for a business closure. It is not like you can convince the business to stay with MYOB so why do we need to talk to someone? Why can't it just be a request we fill out and you action it?
Where also does it say how much it costs to get the backup of your own data for which you have already paid for? You talk about this is other posts but cannot find anything on MYOB's site. I would not have a need for this if backups weren't all online now and we have no access to put them on our own servers- I presume it's just another fee for service?
Hi Marlyse, you can submit a cancellation request through myaccount.myob.com, for a business closure there should be no need to call and you can submit the request through to the team.
We have always had the server backup retrieval service available for a fee to customers, this is not new or related to the removal of offline mode.
Locally stored backups can become corrupted or lost, so the retrieval is something that has been a service with MYOB for many years.
There are multiple options for retaining your data, the server backup retrieval is just one of them. You can export the data you need before you cancel or you could take a read only subscription. The server backup retrieval is $49.95 inc GSTWhen you try to submit a cancellation request through myaccount.myob.com this is the message you get:
Cancel subscription
If you’d like to cancel your current plan or find a better match for your business,
get in touch with our team at 1300 940 281.You'll need your client ID which you can find in the top right of your screen.
So yes you need to ring.
If you are talking about the TXT file for exporting data, that is not what people/ATO want. We need to see the transactions.
How do you take a read only subscription? Pre 17/6 this would have been opening a normal backup that the client could save on their servers.
How do you request a server backup retrieval?
I lodged a support request (03149285) on 12/6/2026 to ask and sort out this before 30/6/2026, but no one has responded.
Hi Marlyse , apologies, you are correct, I have tested this and found the same experience with cancellation.
This previously would be dependent on the reason for cancellation that is chosen.
I will follow this up internally to see if we can revert back.
Calling the team however, is exactly how you can have the discussion about your best next steps and how to do this, eg the read only subscription, or the server backup retrieval.
A case to support (without know what categories you have chosen) may not be answered by the right people.
You are welcome to send me a private message with your case number and I can follow this up *edit. Sorry I can see you provided your case number.
But considering that you want to cancel your subscription/close your business, a call to the cancellations team is your best course of action