Lengthy Delay in Answreing

Question

I have spent at least 3.5 hours on the phone today trying to get through regarding an issue with my Reconciliation function. I have recorded the times of my calls. As of 1:57 pm on 16/06/2026, I have been attempting to contact your support team since 9:00 am without success.  My Case no 03155480 (second call)

As a paying member, I am extremely disappointed with the level of service I have received. My issue remains unresolved, and I have been unable to obtain the assistance I require.

I will attempt to contact you again on Thursday. However, if I do not receive a reasonable and timely response, I will have no option but to lodge a formal complaint with Fair Trading regarding the lack of customer support provided to paying customers.

I would appreciate your prompt attention to this matter.

This is the email that I have forwarded to MYOB Support -

Earl_HD · Answer

Hi @Borrett012,

That definitely sounds like a really frustrating experience, especially after spending that long trying to get help. We’re seeing heavier demand than usual across our support channels right now, including support tickets, so wait times have been running longer than we’d like. The team is working through the backlog as quickly as possible and doing what they can to bring those delays back down.

If you don’t have an open case at the moment, it’d be worth reaching out to support again with your serial number and company file ID ready so they can get straight into the technical side of it.

Regards,
Earl

Borrett012 · Answer

I am up to 2.5 hours , yesterday waited for nearly 2 and gave up so I could go home for the day . I’m trying to put my file on line myself but unable to and told I need technical support .

I am supposed to be a priority customer ( whatever that means) I really can not deal with MYOB customer service anymore, it’s non existent…… I can not wait to retire and throw  MYOB out the window.

The_Doc · Answer

Hi @SusanhCAS

You are right, the waiting times are extra-ordinarily long and this has not been a good point about MYOB.

As for lodging a case - hmm - that use to work quickly except I waited over a month for something that was super urgent as in getting a new client upgraded before 17 June deadline - however, once you do get MYOB's attention they are very helpful ...... alas yes sometimes way out of their depth of knowledge as I suspect MYOB are burning out helpers and the experienced ones are going elsewhere.

I have for years and years and decades requested MYOB implement a call back - where you don't lose your position - i.e. a team of helpers to answer quickly and quickly push you into the queue for the right person.... then you leave your number and you get a call back....... nope - .....

However, there is once resource you are not using - this forum - tell us your problem - exactly - screenshots (obscuring private info) and there is a wealth of very experienced, super long in the tooth partners, helpers willing to read, digest your problem and offer help - which may just solve the issue.

Reconciliation problems are well known in MYOB but that is because they are as old as MYOB's software - for years and years you could only reconcile - but never reverse - reversal is a recent add-on - so a lot of very experienced knew how to fix things.

If I can help I will - I have been fixing reconciliation problems since the 90s - what @Genreve_S is suggesting is reasonable but without knowing the problem I can't advise whether it will solve things.

My suggestion - take a back copy down to your laptop and open it locally - then attempt what has been suggested - if it fixes it - apply it to your online.

Reconciliation problems are huge in their manifestations - huge and often the only way to fix is to take a backup - open it locally and reverse the reconciliation back until the problem disappears - unless the problem is years old.

The other mean trick ( I don't think you mentioned whether payables or receivables) but go reporting - and whichever it is date your report forward a year, 2 years, 3 years to see if the problem vanishes which then suggests a few things - then if that doesn't work try dating backwards until the problem disappears - then you go into the creditor or debtor account and look for the offending entry - sometimes you get lucky.

None of this causes any problem to your working file - but may give you an answer - if none of these help then it requires a more dedicated Sherlock Holmesing - and there are plenty of those on this forum.

The Doc