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migration request

bccb1

Hi MYOB

I've been using MYOB AccountRight more than 10 years, Since MYOB advised us that the off line version won't be supported after the 17th June so I requested a free14 days trail 3 weeks ago. After a long wait on the phone I was given a new series# and a new ID. I was told that I need to migrate my old file to the online version.

I received an email on 18 June informing me that once the migration is finished,I will be informed and in the meantime continue to work on my old file. Case # 03156246

I waited but no more info received from MYOB regarding the migration, the MYOB subscription fees have been deducted from our bank account but till today I cannot even open my file.

When I tried to upload the offline file, the following message appeared:

Unable to connect

A connection to AccountRight live couldn't be established, please check your internet connection or try again later.

The internet was working fine.

Please advise further.

BCCB1

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toip

And for those who may be interested, the company who updated my Company file for me is FGH TaX Tables. They have long been a supplier of tax tables for V19 users who didn't pay a support fee and are excellent to deal with.

toip

Hello fellow frustrated users.

I have long been complaining about the incredibly long delays in getting my Company file on-line.

Well, I need to say that the problem is sorted. NOT by MYOB but by a third party provider.

My problem stemmed from there being an old version company file on my on-line account. After Support were unable to delete the unwanted file, I went back to waiting.

The first solution was to get the Migration team to do the update. But with wait times being huge, I couldn't hold off processing transactions until they did so. Which would have meant waiting for them to get to my case and then running another upload. But because my Case was automatically closed (possibly because it was linked to the old subscription) I had no faith that it would actually happen.

The next solution was to cancel the subscription and take a new one, with a new Customer ID and Product Serial Number.

But when I attempted to change the Serial Number in MYOB Account Right Server edition (Server edition being a pre-requsite of staying off-line) I could not do it. Support could not change it via TeamViewer either.

Eventually I became sick of waiting for MYOB to get to my case. So I reached out to a third party provider, who, within an hour of me sending the file to them, had it back with the new Serial Number set.

Because Server Edition does not work with on-line files, I had to re-install PC edition and load the company file. After confirming that it displayed the correct Serial Number (Magically the Edit Serial Number option was also no longer greyed out) I then made the bold step of uploading the company file to my new subscription.

Which worked fine.

So now, even though I don't want to be, I am on-line.

My reasoning for going this way, is that without doing so I can't access MYOB's SIngle Touch payroll and superannuation functions.

If I look at the time I have spent trying to sort this issue, the money I paid the 3rd party provider works out to the equivalent of about $1 per hour. Which I consider money extremely well spent.

toip

Well, here we go again. Groundhog day all over.

I am back trying to call MYOB support and now waiting for a callback so I can see if I can get progress on my issue with not being able to get my company file on line - something I have been trying to do since June 1.

At the start of the month I organised help from the Migration Team to get my company file on line (I sent them a file but I was told to continue entering transactions and to send them a new file when they contacted me).

At the time, there were warnings around that it could take up to 11 days for a response. We are now at 13th July and no contact from them whatsoever.

The only action to be seen was that MYOB decided to CLOSE my Support cases.

How this can be done amazes me, when absolutely nothing has been done to resolve the cases.

It is so ironic that unwilling customers like me, who are being forced to migrate against their wishes, have so much hassle when trying to do so.

toip

The on line help says

"To access the Payment Summary Assistant, go to the Payroll command centre and click Prepare Payment Summaries."

I am using Account Right Server Edition (having been compelled to switch because I can no longer use the Desktop version because my company file is not on-line, because MYOB doesn't seem to be able to get it on-line for me) and there is NO PREPARE PAYMENT SUMMARIES option and no PAYROLL ASSISTANT (which is also referenced in the on-line help)

toip

Hello Isaiah, you have been specifically silent in relation to my issues. Can you help sort out my problem??? I seem to be getting nowhere and have now run up against end of year Payment Summary issues - the option to produce Payment Summary report is no longer on the menu and if you are stuck off-line you have no obvious way to produce them

bccb1

Hi Sai

Thanks for your response, I followed the link and downloaded the AccountRight v2026.4 and was able to access my file. I guess I need to activate it before moving the file online. However, I am too worried to do so at the moment because I urgently need to finalise the 2025/26 financials, and therefore I cannnot risk not to be able to access my file again. Will try again when I am ready to start the new financial year.

Hopefully, will be able to talk again soon.

Regards

bccb1

Hi Toip

Thank you for sharing my pain. I've just managed to download the previous version of the AccountRight 2026.4 and was able to access my old file. I don't think I will upgrade it to the online version until I can close up the 2025/26 financials and printed all the reports.

Isaiah_C

Hi @bccb1,

Thanks for explaining everything, and I’m sorry for the runaround here. I can see you’ve been using MYOB AccountRight for a long time, so I understand how frustrating this would be, especially after waiting for the migration update and then being unable to access your file. For the “Unable to connect” message, please first make sure you’re using the latest AccountRight version, as working online requires the latest version to be installed on all computers using the online file. You can also follow this guide for the troubleshooting steps: Troubleshooting online files

Also, if you’d like to move your offline file online, you can check this guide here: Offline mode changes – we’re improving how you can navigate this change

If it’s still happening after going through the guide, the best next step is to reach out to our live chat support through our virtual assistant, MOCA, or submit a case via My Account. so they can check the file access in more detail.

Regards,

Sai

toip

Hey there bccb1

I share your pain. I have been trying to migrate my company file on line since the 1st of June.

I am still not on line (although I never chose to and am being forced to go on-line in order to use features like STP which are only available on-line).

I have not had this view proven wrong but believe most of the on-line migration issues stem from the May upgrades to the on line platform. This changed the rights that low level support people had and hence the functions they could perform: one of which was the ability to delete an on-line file which was not being used or had been loaded accidentally or for testing.

My first support call lasted 6 hours and was mainly spent going round in circles while the support team verified what I had told them at the beginning: that the error messages in the log files on my PC indicate that my inability to upload was a Server issue not a PC issue. I could see an old format file (which I had uploaded for testing in ealry 2025). If I logged in on line, the system would say the file needed upgrading, but the upgrade would fail. I had no way to remove it, nor did the support person. So I was passed to the CX (I think) team, who promised to fix this in 3 days... but did nothing, then the case was automatically closed.

After getting the cases re-opened, I started again - repeating the whole story.

The new suggestion was to cancel my current subscription and take out a new one. This would create a new on-line workspace where I could load a new company file. But, the new subscription means a new ID and new Serial Number. Easy, just change the SN in MYOB.... not so easy: it is greyed out and the support person could not change it either.

So the next solution was to pass the case to the Migration team and to upload a file to them. But, their response time is 11 days. With end of financial year coming up, was I expected to stop all transactions and just hold on. No, the suggestion was to continue and to upload a new file when the migration team contacted me.

A few days later I was called when driving: we arranged a callback later in the day when I would be at my PC. But I sat all afternoon and was never called. That was 12 days ago.

The migration team received my request & file on the 25th and I am still waiting to be contacted.

I don't know how many times I have to call to get this resolved.

I just hope that your case gets attended to faster than mine