How can a user be given access to My Account for the purpose of lodging a support request?
Hi @JillL,
You’re right, that’s certainly where it gets circular.
If someone isn’t already set up as an account contact, they can’t use My Account to lodge a support request.
Suppose they need to be added as a new contact; that has to be done by support first. If no one on the account can access My Account, the next step is to contact support by phone or live chat through MOCA, our virtual assistant, so they can help link the right person to the account.
Regards,
Genreve
@Earl_HD & @Isaiah_C
Thanks for your responses. This feels like a very circular problem. Both in your replies and the solution. Our problem is not being able to lodge a support request. The solution is for the user to reach out to the support team. The user can't get help via the support team because they are not linked.. A support request I have in (as primary contact) for another issue is now at two weeks with the status not changing still from "new". Response time for support other than via this forum is a major issue for small businesses trying to persevere with MYOB!
Hi @Earl_HD & @Isaiah_C
So, a file user should be able to login to My Account using the same email/password combination they use for file access? Do I understand therefore that standard access is in fact automatic when users are invited to access a file?
Why do we get this response when trying to access support?
Regards
Jill
Hi @JillL,A user can access My Account without being the Primary or Billing contact, as long as they’re already linked to the account and have an MYOB login. In that case they’d have standard contact access, which lets them view most info and update their own details, but not access billing functions or manage contact roles. If you need to add someone as a standard contact, that isn’t currently self-serve in My Account, so it would need to be done through support. You can reach them on Live Chat via our virtual assistant, MOCA or by submitting a support case via MyAccount.Regards,Earl
@Isaiah_C Could you please give either a step by step instruction on how to give standard contact status to a user? Or a link to a help article. I cannot find reference to it either on this forum or via the help function. We do not want to give Primary or Billing contact status, which I have been able to find.
If you’d like someone to lodge a support request through My Account, they’ll need to sign in with their own MYOB ID that’s linked to the account. The main thing to note is that My Account access is based on the account contact setup, not just file access. So if someone only has access to the AccountRight file, that won’t automatically give them access to My Account. Once they’re linked to the account, they can sign in to My Account and use Contact Support to lodge a request. Standard, Primary and Billing contacts can all submit support requests there, although what they can see in My Account can vary depending on their role. If they still can’t access it, the account’s Primary Contact may need to check how that person is set up on the account first.
Sai
Hi @Earl_HD
Can you please explain how to give My Account access.
Hi @JillL,Thanks for checking this. A user can lodge a support request in My Account as long as they sign in with a valid MYOB ID that’s linked to the MYOB account.
Once they’re in My Account, they can go to Support and choose Contact support to submit the request.
The important thing to note is that company file access and My Account access are separate. So if someone has only been given access to the file, that won’t automatically give them My Account access. You can also visit this help page for more information about: Submitting a support request in My Account
Regards,Earl
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