When trying to cancel through the portal, the only available path is to call the number, however after multiple calls, a lot of my time wasted on hold and a request for callback I have still not been able to cancel my subscription.
You can't even raise a cancellation request via the support form - it just disables the forms and tells you to call the number.
This is unnecessarily difficult - if you have the technical means to build accounting software then omitting the ability to cancel a subscription automatically via the portal is by design.
Hi @CancelSubPLZ,
I’m sorry to hear you’ve spent so long trying to get through, especially after waiting for more than five hours. I understand you’re hoping to cancel today and avoid being charged for November.
We can’t process the cancellation here, but the primary contact on the account can request it through our support team. If calling isn’t working for you, you can use the chat bubble on the cancellation help page and ask MOCA for help or you can also submit a support request through My Account.
Regards,
Sai
Hi Can you please also help cancel my subscription? I have wasted endless hours on the phone waiting for someone to pick up and no one does. Honestly 5+ hours gone. i would like my subscription cancelled today so i do not get charged for the month of November. Please cancel ASAP. i simply refuse to believe that a cancellation cannot be processed online ...
Hi @Kim_26,Thank you for sharing this. Receiving cancellation confirmations but still seeing charges would be concerning. We’ve already followed this up with the team about your case, so please check your email, including your junk folder, for any updates. Regards,Earl
I wanted to inform that i have been trying for 3 months to cancel my subscription. I have several emails from MYOB confirming cancellation yet they continue to take my monthly fee and failed to refund. I am glad i have moved to Xero.
Hi @StevenHalo,
Sorry you had to spend three hours in the hold-music wilderness. We’ve checked your account and can see that one of our support team members has already helped with the cancellation. It’s scheduled to take effect on 19 October 2026, so that’s one less thing hanging over you.
Cheers,
Doreen
I'm trying to cancel my subscription from last week. The subscription doesn't show against my account for me to cancel. I've been on hold for 3 hours and wished I saw everyone else's experience prior to putting my credit card details for a 14 day free trial. No wonder everyone uses and moves to Xero...
I have been on the phone for exactly 2 hours and 1 minute, tryign to cancel my subscription. I think it's a little pathetic that it is so dificult to cancel.
Hi @Harvest777,
Sorry for the late reply and for the rough run you’ve had with this. We’re receiving a high volume of requests at the moment, so responses are taking a little longer than usual. I can see that your support request has already been logged and is currently in the queue waiting to be actioned. Once it’s been picked up and processed, you’ll receive an update by email from the team handling it.
Hi Doreen,
"Making sure its handled securely and correctly" - this is exactly what an automated backend process done with the click of a button from the portal would provide. This is how 99.9% of SaaS products operate. What a nothing excuse that reply is.As a clarification, my subscription was cancelled only because I spent the entire day calling back, which completely wasted my day and affected my work. The lady who called back the first time told me that I would get a confirmation email that it is cancelled after I hang up the phone - which I did not, and had to spend 3 more hours to get back in touch with someone again to find out what was going on.
After speaking to the second person (because the first person did not do their job properly) they were able to instantly cancel my membership only after I threatened to take them to Fair Trading for misleading business practices. So it isn't "handled correctly and securely", its handled very poorly and unecessarily, AND can be done on the spot if the customer service person wishes to.
Saying this is good news is completely hiding the fact that I had to waste my entire day chasing up people who didn't do their job properly and if i didn't it likely still would not be done. It is clear from the other comment that this is not an isolated scenario. Steer clear of this extremely poor support service
I'm having difficulty getting my MYOB Business Lite subscription downgraded. Same story as above. Was on hold for 2 hours, finally got someone on the end of the phone that had no idea what they were doing then cut me off, despite taking my phone number to be able to call me back on in the event we got cut off. I was not once rude, polite conversation but NO HELP!!! Come on MYOB...you'll loose people to XERO.
Hi @sdjfh23908h,
Sorry you’ve had to spend so much time chasing this. When it comes to cancelling a subscription, it’s only via phone through our support team so they can help make sure it’s handled securely and correctly. The good news is your support request has already been checked and your subscription has now been cancelled.
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