Being charged twice for subscription

dbo

I am the bookkeeper for a business who is currently being charged twice every month for a subscription. The account/business owner rang support and was told he couldn't talk to anyone in regard to this issue as I was the authorised person. How can the person who setup the MYOB account/subscription and is the business owner and who's bank account it is being deducted from not be authorised to talk to anyone at MYOB?

I tried to phone support last week, was told a one hour wait....so emailed instead but still waiting for reply. I am an administrator but he is the owner. I tried to set him up as an administrator thinking that might be the issue, but only the business owner can set up new administrators, which is him, but he can't talk to MYOB!...... Any suggestions? 

 

Thanks

 

 

Princess_R

Hi @dbo,

 

I can see why this doesn’t make sense, especially since the business owner set up the subscription and the payments are coming from their bank account. MYOB has different access levels for the account and the product file. Being the business owner or an administrator on the file doesn’t always mean the person is listed as the account’s Primary or Billing Contact. Adding someone as an administrator can give them access to manage the file, but it doesn’t necessarily update the contact authorised to discuss billing or make account-level changes.

 

I’ve checked the case and account details available through your profile, and it looks like another subscription may be linked to your name. This could be why the team wasn’t able to discuss the billing charges for the Client ID provided, as you’re listed as the Primary Contact on that account. I follow this up with the billing team, but the best option is to contact them directly and provide the correct Client ID and serial number. This will help them locate the right subscription and make sure your request is actioned correctly.

 

Cheers,

Princess