No access to My account and Single Touch Payroll reporting not working

Question

Hi, I'm hoping someone has a solution. I am trying to view my MYOB invoices in my account but when I try to log in I get a message that says "you don't have access to this page", this comes up on all the pages for my account, home, manage account, subscriptions ect...For further info, I am the only user for this business account.  all my settings are correct & I can access my online business files just fine. I have been able to log in previously but now its not working. Any ideas?

Also when I am trying to submit my 25/26 Single Touch Payroll Reporting - Send Update Event, I get the following error "You may not enter transactions before your conversation date". I have checked all areas and cannot find the "conversion date" section. Under the business settings i have opening balance as October 2025 (as this is when I started my MYOB account) and my first payrun was 29.01.26...has anyone had this issue also?

I tried to call a couple of phone numbers, first one I waited 1hr 3 minutes, line was picked up and dropped without anyone talking to me...second line I am still waiting on now, its been 24minutes so far....I also emailed MYOB but I received a response stating that they couldn't assist and to contact another group (the phone number where I was hung on up).. any helps or leads on where I can go to get my issues resolved would be great.

Thanking you in advance for any help you might be able to give.

FloraS · Answer

Thank you Sai. The "My Account" access issue has been resolved. I was on the phone yesterday for total of 3hours 25minutes and still no resolution on the STP error, though it was confirmed on the phone that I have entered everything correctly. I have opened a new case for further assistance I cannot be on the phone for another half day to get this fixed.

Isaiah_C · Answer

Hi @FloraS,

Thanks for laying all of that out. I can see you’ve already spent a lot of time trying to sort this, especially with the wait times you’ve had. I’m also sorry to hear one call was disconnected after such a long wait and that you’ve had trouble getting through for help. For the My Account access issue, I’ve made a change on our end that may help. When you get a chance, can you sign out of My Account completely, then sign back in and see if those pages load normally again. For the STP error, a few things are worth checking:

* Check the pay period dates on the pay run you’re reporting, not just the payment date. If any part of that pay period falls before your conversion month/date, that can trigger this message.
* If STP was only set up recently, and you’re trying to report an earlier payroll period, that can also cause the update event to fail.
* If your opening balance month and pay dates all look correct but the error is still coming up, it may need a support-side fix on the file.

If it’s still happening after signing back in and checking those payroll dates, the best next step would be to reach out to our live chat support through our virtual assistant, MOCA, or submit a case via My Account. They’ll be able to check both the My Account access issue and the STP reporting issue in more detail, and if needed they can investigate the file further from their side.

Regards,

Sai