I have tried for weeks to cancel my MYOB subscription that is due to be renewed at the end of the month. has anyone found a way to cancel (i have been on hold, been hung up on, logged a ticket and left my number multiple times).
Hi FreedomTas,
For anyone who wants their own copy of MYOB records before cancelling or moving, MyDataXport may be worth looking at. It does not create a MYOB restore file. MYOB remains the live accounting system.
What MyDataXport does is connect through the official API on a read-only basis and export the accounting data and attachments into cloud storage you control, such as Google Drive, OneDrive, or Dropbox. That can help where you want an independent archive for record keeping, ATO/IRD requirements, or access after a subscription ends. You can run a sample export first so you can see exactly what will be retrieved.
Disclosure: I'm connected with MyDataXport.MYOB App Marketplace listing: https://www.myob.com/au/apps/mydataxportMore information: https://www.mydataxport.com
Hi @Simon20001
I ended up calling, putting it on speaker and kept working until someone answered.. Took nearly 2 hours, but I finally got through.
The process was relatively quick to cancel. Something to keep in mind though.. if you require access to the file in the future, you will only be able to do so by paying $2.50 a month to have the file as a read only. You can no longer download a back-up version!
Another day, another call to 1300 940 281 in an attempt to cancel this subscription. Third day in a row, no call backs of course ("press 1 for an agent to return your call!" yeah right). It's futile but you know have to do it so I can provide evidence to my credit card provider for the charge-back request.
I would recommend everyone just go straight to Zero.
100% agree
I'm absolutely done with MYOB, for good. We are a third-party developer and our users (all 11,000 of them) must make a choice when licensing our software. They must choose between Xero and MYOB as a GL integration partner. I frequently need test MYOB accounts to develop aspects of our application. Can you imagine how insane it is to try to cancel these test accounts? Xero quite simply allow you to open and cancel easily. Why would I recommend any of our users license MYOB when it is so difficult to arrange cancellation of our test accounts? I won't indulge in this absolute waste of time ever again.
Hi @northern1 , depending on when you cancelled there may have still been a final invoice due. But if you think it is in error or want to discuss this you will need to get in touch with support.You dont need to call the cancellation team directly for this, general support can look into your billing for you but we are unable to do this through the community forum sorry.
you have cancelled my subscription, but you keep billing me for it, i have 2 bill cycles now showing i still owe?? can you resolve this or do i just keep refusing to pay it
Hey @KokSeng
Noticed you made the same comment on another post, I've left a response here!
Hi @Princess_R , thanks for your reply.
I would like to follow up, as I still have not received email confirmation that the incorrect billing has been removed.
Could you please confirm that the outstanding/incorrect charges have been cancelled and fully terminate my MYOB account? I do not wish to receive any further billing or charges from MYOB.
Please provide written confirmation in email once this has been completed.
Thank you.
Hi @FreedomTas , I don't think it is fair to state that the moderators on the forum do not care.On this thread alone there are 17 replies from the moderators trying to help members and escalate cases for customers. Billing and cancellations are not something we can discuss/do via the forum, partly because the forum is intended for providing advice and support that will help all members rather than individuals. But also because for these scenarios we would need to identify who we are 'speaking with'. Our phone, livechat and case teams are there for when people have a situation unique to their account that they need to resolve such as billing and subscription queries.We will offer advice on how to get the right outcomes, or in the situations where a customer already has an existing case with our support team, we can try to escalate these.
I am currently drafting a letter to the ACCC to highlight MYOB's unfair business practices.. Perhaps then, someone might listen because clearly the moderators on this forum do not care.
cancel your direct debit and refuse to pay the monthly fee. i have given up trying to cancel mine, just refusing to pay now!!!
Thanks for sharing, I am in the process of following up with the cancellation team for you. Will make sure we come back to you with an update as soon as possible.
Hi @Princess_R
I tried to reply to the old email where your team had already confirmed the cancellation of my subscription. However, I was informed that I need to submit a new support case.
When I tried to submit a new request, the system would not allow me to proceed unless I first cleared the outstanding bill.
This is very frustrating because:
My subscription was already cancelled and confirmed by your team previously.
When I check my account, it shows that I am not currently subscribed to any MYOB product.
Despite this, I am still receiving billing emails and being asked to make payment.
I do not understand why I am being billed when there is no active subscription under my account and it has been cancelled many
Please investigate this matter urgently, cancel/waive any incorrect outstanding charges, and fully terminate my account so that no further invoices or billing emails are issued to me.
I have already tried contacting your support team several times, and this issue has been very frustrating. Please provide written confirmation once the account has been fully terminated and that there will be no further charges.
Thank you for your immediate attention to this matter.
@Isaiah_C @Doreen_P @Princess_R I noticed that you were able to assist another customer with a similar subscription cancellation issue.I’m currently facing the same problem. My MYOB subscription was already cancelled several months ago, and I was informed that there would be no further charges. However, I am still receiving billing from MYOB.I have also tried contacting MYOB through the support line and email, but I have not been able to reach anyone or receive a response.Could you please help check my case as well and confirm why I am still being charged after cancellation? I would really appreciate your assistance in resolving this matter urgently.Thank you.
Hi @JemmaT,
Sorry this has taken so much chasing, especially after you tried to get in touch before the trial ended and even had to cancel your card to prevent further charges. I’ve followed up support case with the relevant team, and they’ll look into your request for the cancellation to take effect immediately, along with the refund request. Please keep an eye on your email for any updates from them while they review everything.
Cheers,
Doreen
Hi @Doreen_P
I have also tried to cancel. I have called, submitted case 03224368 on 13th July and have still had no response despite multiple emails to follow up, phone calls (to no available as not getting through or being disconnected), chat messages and another post in the community.
I also signed up to the trial to use it for a vlunteer position as treasurer for the School P&C - a not for profit. I was charged the first month despite trying to contact prior to the trial finishing.
I have had to cancel my credit card now to avoid repeat charges going through which was very frustrating.
Can I please have the cancellation effective immediately and would appreciate a refund of the charge as well.
I have flagged the business to the bank as well in this regards.
Jemma
Hi @Angie_2000,
I completely understand your frustration, someone who has been with us for over two decades deserves nothing less than exceptional support. I’m truly sorry for the trouble you’ve had to go through to cancel your account. I’ve checked your profile and located your cancellation case, then followed it up with the relevant team. They’ve looked into this further, and I’ve now received confirmation that your account has been cancelled, with an end date of 15 September 2026.
Princess
I am in the same boat here, have tried so many times and the same thing - go through the AI and then get put on hold, only to be cut off after half an hour or so. I am going to try and call the support line and see if I can get something done. This is horrendous service, and after 26 years of MYOB I am glad to see the back of them now.
MYOB really has gone downhill since I started using it 10 years ago.
I have 2 MYOB files for 2 different businesses, and I find it interesting that somehow my MYOB File does not appear on the drop down list after switching to Xero.
MYOB had no interest in providing options around pricing as I use the 2 files very differently.
Now the file no longer appears in the drop down box, I cannot cancel the subscription. How convenient.
Looks like I will be moving both files over to Xero. A drop in the ocean for MYOB, but it will save me a lot of time.
Hi @sesrohpr,
We're here to help make the cancellation process clearer. To cancel, the primary contact on the account needs to call on our dedicated cancellation number, Monday to Friday, 9 am to 5 pm AEST. If you’re calling outside those hours, leave your details and the support team will call you back. When you speak with the them, let them know you’d like the cancellation effective today so they can confirm the details with you. Before access ends, make sure you download any reports or documents you’ll need later. You can find the full steps here: Cancelling your MYOB subscription.
Can anyone actually explain how to go about cancelling my MYOB subscription please. I cannot see anywhere where there is just a simple address whether via email or snail mail to go about this.
I want to cancel my subscription as at today.
Hi @marc22,
We understand why this has been dragging on. You’ve tried the phone line, support tickets, chat, the Community Forum, and even the complaints process, but still haven’t been able to cancel your subscription.
We also get why you’d be concerned if posts about that experience were flagged or hidden. You’re raising a genuine concern about trying to cancel your service.
For security reasons, cancellations can’t be started through the Community Forum. They must be completed by phone with our cancellation team. We know this isn’t helpful after the attempts you’ve already made, but phone contact is currently the only way to complete the cancellation. I've already reached out to our support team, and they will contact you today to help you with your concern.
The support team is reviewing our processes, and feedback like this helps us see where we need to improve.
Regards,Genreve
Wow. Now My Posts About the Cancellation Process Are Being Flagged as Spam?
So after repeatedly trying to cancel my subscription, being unable to get through on the required phone line, trying support tickets, chat, the Community, and even the complaints number, my posts raising these concerns are now being flagged as spam.
Well done, MYOB.
If these posts are being removed or hidden because they criticise the cancellation process, that is extremely disappointing.
I am a customer describing my genuine experience with MYOB's cancellation process. I am not advertising anything, posting irrelevant content, or spamming the Community. I am trying to get a legitimate subscription cancellation issue resolved.
Rather than flagging critical customer feedback as spam, perhaps MYOB could address the actual issue:
Why is telephone contact effectively the only way to cancel when customers cannot get through to the cancellation team?
And now, apparently, even publicly discussing that experience is being flagged.
If the spam flag was automated or applied in error, then MYOB should correct it and restore the posts. If it was deliberately applied by a moderator, I would like an explanation of exactly which Community rule my posts breached.
Customers are entitled to raise legitimate concerns about the service they receive.
Removing the complaint doesn't resolve the complaint.
There is a different phone number to cancel, which they do not advertise.
call 1300 940 281, they will answer. It is a number they don't want you to know
Hi @someone,
Thanks for getting in touch and for sharing your case number. I understand you’d also like to cancel your account. I’ve raised this with the relevant team and followed up on your request. Response times may be a little longer than usual at the moment due to a high volume of support requests and backlogs, but please rest assured that your request has been flagged with the team.
Hi @Unacceptable,
Thanks for providing your case number. I’m sorry to hear about the experience you’ve had while trying to cancel your free trial. This isn’t the experience we want for any of our customers. I’ve reviewed your case and can confirm that your account has now been cancelled, effective 15 September. As the cancellation was processed on the 15th day, after the 14-day trial period, the account cancellation took effect from that date. That said, I understand you contacted us several times during the trial to request cancellation, so I’ve followed this up with the team regarding a refund. They’ve confirmed that your case will be assigned to a team member to raise the refund request for you.
Can one of the mods also cancel my subscription case #03295971 as I have already wasted over an hour on-hold.
As a small business, I do not recommend MYOB. The customer service is completely unacceptable and if you ever need to cancel your subscription, they will make it IMPOSSIBLE. Do NOT make the same mistake as I have and get involved with this business!!!
I have been trying for over two weeks to cancel following my free trial and am getting nowhere. I have submitted support requests, tried the online chat and repeatedly attempted to contact the Retention Team by phone.
Today I waited on hold for approximately 40 minutes before the call failed. I then spoke to a support agent through live chat who told me they could “arrange an immediate cancellation”, took all of my account details, and then ultimately told me to call the same Retention Team number I have repeatedly been unable to get through to.
Meanwhile, MYOB is continuing to attempt to charge my account despite me clearly stating in writing that I want the subscription cancelled and do not authorise any further payments.
This is completely unacceptable. Cancelling a subscription should not require weeks of phone calls, support requests and endless loops between departments.
Can someone from MYOB please escalate this and cancel my subscription immediately?
Case: #03281713
Hi @pine,
It sounds like this has already taken more time and energy than it should have, especially after the multiple attempts you’ve made to cancel your subscription. We’re working through a higher-than-usual number of support requests, which has led to longer wait times. We understand this has been frustrating, and this isn’t the experience we want for our customers.
For security reasons, we’re unable to make changes to your subscription through the Community Forum. However, we can check whether a cancellation case is already in progress and follow it up with the relevant team. Please send through your case number, and I’ll follow it up for you.
Dear MYOB Support,
I have been trying to cancel my MYOB subscription for the past two months, but no one has responded or taken any action. I have sent emails and made phone calls, and I am extremely frustrated and disappointed by the lack of response.
I have been a MYOB customer for over 27 years. We are now retired and no longer require the service. After being unable to get the subscription cancelled, I had to dispute the last charge with my bank. The bank returned the payment, and we were then required to change our credit card.
Despite this, I can now see another payment showing as pending. I am not sure how MYOB has been able to process or attempt this payment when we have a new card.
I expect this subscription to be cancelled immediately and for no further payment attempts to be made. Please also confirm in writing that the account has been cancelled and that there are no further amounts owing or authorised for collection.
After 27 years as a customer, I find the way this has been handled absolutely appalling. We are retired, we have repeatedly asked to cancel, and we should not have had to go through a bank dispute and change our credit card simply to stop a service we no longer want.
Please treat this as an urgent formal complaint and confirm the cancellation as soon as possible.
Hi @yazraj,
Thanks for providing those details, and I’m sorry this has been such a frustrating experience. I’ve checked the case and can see it was submitted recently. Our team is currently handling a high volume of requests, but they’ll review this and assist with cancelling your services as soon as someone is available. Thanks for your patience while the team works through this.
Regards,
Sai
Hi @Isaiah_C I'm also facing the same problem for three days straight. This is beyond ridiculous. Please cancel my services effective immediately. I already called your 1300 number numerous times and your rubbish AI system and callback doesn't work. I don't need no offers or read only. Need this cancelled asap.
A/C 11023868 // Case #03275766
I signed up for a 14 day free trial but don't want MYOB now as I've discovered the online system is so bad. Please cancel my subscription as I cannot access any of the support options. Can a human please contact me? You have my email details on this post.
MYOB - please clear your support request backlog, this is beyond frustrating.
I suspect it is deliberate to make it as difficult as possible for us to downgrade/cancel so they can squeeze another month or two subscription fees, outrageous!
Hi @DenisePalmer, ,
I can understand why you’d feel that way given your recent support experience.
We know our wait times haven’t been where they should be, and we’re sorry for the frustration this has caused. Our support team will continue to work through incoming requests as quickly as possible, and we appreciate you taking the time to share your experience here.
I too have been calling Myob for days, I go on hold for 20-30 mins and then they say leave your details for a call back, then an automated call back happens saying 'sorry we can't reach you' and then it hangs up on me..... So basically you can't cancel or downgrade to read only for $2.50 per month as you can't speak to anyone at Myob and you need to speak to someone to cancel/downgrade to read only. I am documenting my calls, dates and times, and will expect a refund of any overpaid subscription fees or I will be contacting the ACCC about their unfair practices.... I don't have time for this at EOFY... so annoying and another reason I am so happy I moved this group of cleints to Xero.
Hi @Kennethj,
I can see this has taken up far too much of your time, and I understand why you’d be upset. I’ve checked your case, and it’s now being handled by the team. We’ve also sent you an email with an update about your concern. Thanks for your patience while this was being followed up.
I am having the same experience as MS1988. Hours wasted trying to get through to an agent to arrange cancellation and leaving call back details to no avail.
This is preposterous.
MYOB moderators - are you listening ?
A/c 147108
Hi @MS1988,
I can see this has been a really rough experience, especially after trying so many times to get your subscription cancelled. I’ve checked your case, and your MYOB subscription has already been cancelled effective 1 August 2026, so it won’t renew at the end of the month. We also sent you an email with the cancellation details for your reference. If you’re unable to find it, please check your spam or junk folder as well. Thanks for your patience while this was being sorted.
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