Blog Post
Hi Mike_MYOB, just a quick update.
I took your clarification back to MYOB and was referred from Sales to Support. I emailed Support with the outstanding licence/Server Edition questions, but had no response at all.
The case was then closed, and I sent a follow-up on Friday. It’s now Tuesday afternoon and I still haven’t heard anything.
I’m pretty disappointed with the lack of communication, especially as this started back on 12 August.
Is there a better way to get this in front of the right team?
Hey Dean- did you have more questions you need answered?
Or were you wanting to help the support team understand the answers to these questions in the same way I have explained them?
Let me know what you need and I should be able to help
Thanks Mike_MYOB , your earlier explanation answered the general questions clearly.
What I’m struggling with now is getting someone at MYOB to actually deal with my specific account/file and help me take it offline.
Sales referred me to Support, Support hasn’t responded, and the case was then closed. I followed up again and still haven’t heard anything.
I’ve deliberately left the company file at 2026.5 and haven’t opened/upgraded it in 2026.6 while I wait for this to be sorted, as I understand that changes the offline options.
I’ve already taken another company file offline previously, which also came from an older outright-purchased MYOB licence. Having that flexibility was important to us when we moved from v19 to Live.
Things are tight for us at the moment, so being able to move this file offline matters. We’d prefer to stay with MYOB and move back online later when it makes sense.
If you can help get this in front of someone who can deal with the licence/account and the 2026.5 offline file, that’s really what I need.
Hi Dean- where are you based? I'm sure there would be an MYOB Certified Consultant in your area who could visit or do this via remote Teamviewer or something. Unfortunately MYOB doesn't have a list of us on their website anymore - but there are plenty of us around in both NZ and Australia.
Thanks jenniek, I’m in Auckland.
I think I’m one step before that at the moment though. I understand the mechanics of Server Edition and already have another current company file running offline in SE, which I moved offline around 6–12 months ago.
What I need now is for MYOB to deal with the licence/account side and make sure I can get/preserve this current 2026.5 file in a form that can be used offline.
Once that part is sorted, I’d definitely be happy to use a local MYOB consultant if needed to help with the actual move (I've had help via Teamviewer before - can't remember who that was atm) .
Hi Mike_MYOB , just tagging you as I realised my last reply may not have notified you.
I’ve now had to open a new support case, #03346332, because the original case #03271361 was closed and Support still hasn’t responded to the licence/file issue.
Your earlier explanation answered the general questions clearly. What I need now is simply to get the specific account/file in front of the right person at MYOB so I can get the current 2026.5 file offline.
If you’re able to point this to the right team/person internally, I’d really appreciate it.
Hi Dean- Mike_MYOB
My understanding of this would be request a backup of your 2026.5 file from MYOB be sent to you. If you open the file yourself - you will be forced to upgrade it - then it's all over and you wont be able to restore it offline. In theory it should still be in the version you say if it hasn't been opened. @Mike_MYOB should be able to help with this (hopefully) I am based in Hamilton if that helps.
