I have been a loyal customer for over 20 years of your products. I would like to let you know I plan on moving to Xero in the coming months due to the following reasons: The timing of notification for moving to online use only. This gave us no option but to move online as it wasn’t practical to transition our 30+ files to another program before the end of the financial year.The lack of support for moving across to online use only. I had issues with the files having the same Company File ID #. It took hours of telephone calls and waiting on hold to have the issue rectified. The support agents are not sufficiently trained.The lack of support for other issues at this critical time. I have a new company and required a new file, I called up yesterday to create the file and was given incorrect information which has now left me unable to log into the desktop version of the new file. The sales agent was unable to help me and I was advised to call support first thing in the morning as if I waited until later I may encounter a support staff member who didn’t have the required skill set. I am in Perth, I came to work this morning at 7.30am to make the phone call. After being on hold for 1.5 hours I was put through to a support team member who told me that she wasn’t trained in the version of MYOB I am using and she would need to transfer me to a different team with a wait time of 94 minutes. It has now been over 3 hours and I am still on hold. Yesterday when I tried to call multiple times I was simply hung up on.

Princess_R Please read my response above to MichelleWA I feel that this whole issue has been very badly handled by MYOB, and the Customer Support and Sales teams are too understaffed to cope with the amount of calls they are now receiving.Better planning by MYOB, in my opinion, would have been a staged transfer where customers were gradually converted over a period of time instead of everyone being given a short window of opportunity to all convert at the same time.It seems that whoever within MYOB thought of this did not have a clue about the impact on us, the customers and users. It's almost as if they're a public servant working in a Government department with little idea of the real world we subscribers live in.As a small business owner/operator using MYOB since 1998, I do not have the time in my day to wait on hold for hours. It takes me away from earning an income, it ties me up so that I'm not able to provide service to my customers. The whole situation is enormously frustrating and I can fully understand Michelle's comments and why she is intending to switch providers. I am close to that point myself.FYI, the case number for my issue is 03139099 (which followed on from case number 03134707).Who do I have to speak to in order to get some action?

Same here MichelleWA . I've been trying to get action since last Friday, 5 June (which was in response to an e-mail giving me the first notice I received about the change despite the email inferring notice had been sent out previously), with many hours spent on hold, many e-mails back and forth, even to the extent of sending complaints and updates via Messenger. I need to upgrade only 4 files under the same subscription and it appears to me from the information on the MYOB website that the only solution open to me is to establish new files. To do that I was told I need to speak with the Sales team but they're swamped apparently and the Support team have not been able to switch me across due to the number of calls on hold. The most recent attempt was this morning at approximately 7:40 am Sydney time when the Support member advised by email the Sales team were open so she called me then switched me through. Result? Total fail. The call went to an answer service advising the office is closed and to call back between 9:00 am and 5:00 pm and then disconnected the call. I notifed the Support team of the outcome via e-mail and asked why there isn't a call-back system in place fo the Sales team to contact me.Response? Crickets...

Hi. It would appear that there are a growing number of long-term MYOB loyal customers out there who are basically being treated like rubbish. I have been with MYOB for many years now, paid my subscriptions and have had very few issues until now. I have been trying to contact the help line for three (3) days now without success, disconnects and long waiting times - it really is unacceptable. I tried once again 30 mins ago and was advised by the bot that the waiting time was now 2 hours ! Who the heck has two hours to waste waiting on the phone in order to sort out a service which has already been paid for ?. I can't even get a case number as I cannot get through to the help desk. I thought Telstra was painful but this is another level. Can someone at MYOB please help !

Hi MichelleWA, We’re really sorry for the difficulty you’ve had trying to reach our team, and for the inconvenience this has caused. After being with MYOB for more than 20 years, it’s completely understandable that you’d feel disappointed by this experience. It’s definitely not the level of support we want you to have. We’re currently working through a high volume of calls and cases, which has led to longer wait times than we’d like. I can see your case is already with our CRT team. While I’m not able to promise an exact timeframe at the moment due to current volumes, I will follow up with the team for you. Cheers, Princess

Hi I also are having a lot of issues with the move to online only. I have used MYOB for more than 30 years and had 3 business using it only 2 now one online and the other off line. I was able to get my offline file online on 5th May but withing 5 hours of going online my file was corrupted showing the main bank account had $76k more than it did and this was before bank feeds were setup. Then on following days it showed a bank credit card that was not ours and the following day the credit card was gone but a CBA account that we don't have was showing. I have been trying to get that corrected ever since and it still is not done. More than 5 weeks waiting is not good enough. I have paid 2 months of the new subscription and still not operating online. My accountant has bee trying to convince me to go XERO and I think it is time once all the financial year paperwork is complete. Sorry MYOB you have had your chance.

COMPLAINT!!! OVER 3.5 HOURS ON HOLD TO SUPPORT

13 Replies

Ian_Lighthouse
Member
1 month ago
Princess_R Please read my response above to MichelleWA
I feel that this whole issue has been very badly handled by MYOB, and the Customer Support and Sales teams are too understaffed to cope with the amount of calls they are now receiving.
Better planning by MYOB, in my opinion, would have been a staged transfer where customers were gradually converted over a period of time instead of everyone being given a short window of opportunity to all convert at the same time.
It seems that whoever within MYOB thought of this did not have a clue about the impact on us, the customers and users. It's almost as if they're a public servant working in a Government department with little idea of the real world we subscribers live in.
As a small business owner/operator using MYOB since 1998, I do not have the time in my day to wait on hold for hours. It takes me away from earning an income, it ties me up so that I'm not able to provide service to my customers. The whole situation is enormously frustrating and I can fully understand Michelle's comments and why she is intending to switch providers. I am close to that point myself.
FYI, the case number for my issue is 03139099 (which followed on from case number 03134707).
Who do I have to speak to in order to get some action?
Ian_Lighthouse
Member
1 month ago
Same here MichelleWA . I've been trying to get action since last Friday, 5 June (which was in response to an e-mail giving me the first notice I received about the change despite the email inferring notice had been sent out previously), with many hours spent on hold, many e-mails back and forth, even to the extent of sending complaints and updates via Messenger.
I need to upgrade only 4 files under the same subscription and it appears to me from the information on the MYOB website that the only solution open to me is to establish new files. To do that I was told I need to speak with the Sales team but they're swamped apparently and the Support team have not been able to switch me across due to the number of calls on hold.
The most recent attempt was this morning at approximately 7:40 am Sydney time when the Support member advised by email the Sales team were open so she called me then switched me through. Result? Total fail. The call went to an answer service advising the office is closed and to call back between 9:00 am and 5:00 pm and then disconnected the call. I notifed the Support team of the outcome via e-mail and asked why there isn't a call-back system in place fo the Sales team to contact me.
Response? Crickets...
GlenNSW
Member
12 days ago
Hi.

It would appear that there are a growing number of long-term MYOB loyal customers out there who are basically being treated like rubbish. I have been with MYOB for many years now, paid my subscriptions and have had very few issues until now. I have been trying to contact the help line for three (3) days now without success, disconnects and long waiting times - it really is unacceptable. I tried once again 30 mins ago and was advised by the bot that the waiting time was now 2 hours ! Who the heck has two hours to waste waiting on the phone in order to sort out a service which has already been paid for ?. I can't even get a case number as I cannot get through to the help desk. I thought Telstra was painful but this is another level. Can someone at MYOB please help !
Princess_R
MYOB Moderator
1 month ago
Hi MichelleWA,

We’re really sorry for the difficulty you’ve had trying to reach our team, and for the inconvenience this has caused. After being with MYOB for more than 20 years, it’s completely understandable that you’d feel disappointed by this experience. It’s definitely not the level of support we want you to have. We’re currently working through a high volume of calls and cases, which has led to longer wait times than we’d like. I can see your case is already with our CRT team. While I’m not able to promise an exact timeframe at the moment due to current volumes, I will follow up with the team for you.

Cheers,

Princess
Nifty
Experienced Cover User
1 month ago
Hi I also are having a lot of issues with the move to online only. I have used MYOB for more than 30 years and had 3 business using it only 2 now one online and the other off line. I was able to get my offline file online on 5th May but withing 5 hours of going online my file was corrupted showing the main bank account had $76k more than it did and this was before bank feeds were setup. Then on following days it showed a bank credit card that was not ours and the following day the credit card was gone but a CBA account that we don't have was showing. I have been trying to get that corrected ever since and it still is not done. More than 5 weeks waiting is not good enough. I have paid 2 months of the new subscription and still not operating online. My accountant has bee trying to convince me to go XERO and I think it is time once all the financial year paperwork is complete. Sorry MYOB you have had your chance.
Liz_A
Super User
1 month ago
Hi MichelleWA
You mentioned 30 plus files. If you need online and offline versions, you can use the option from the old post from Gavin12345 which shows how to turn off auto updates for PC versions - just substitute the version shown with your version - all versions up to 2026.4 will be able to be offline. Once you have created a shortcut for the offline version/s, you can leave your online shortcut to continue with your current online file.

Unfortunately MYOB are not going to change their policy just because users want them to. Now just as there are ways to stop Windows 10 automatic updates, there are also ways to stop MYOB automatic updates, or at least work around them.
I keep using AR2020.1 even though MYOB has updated itself to AR2021.4
Take a look where MYOB installs itself - in a folder called AccountRight in a path like this:
C:\Users\<your username>\AppData\Local\Programs\MYOB\AccountRight
Inside that folder is another folder called app-2021.300.244119 or similar - this contains the files that run MYOB - AR2021.3.
Copy this folder app-2021.300.244119 and paste under C:\Users\<your username>\AppData\Local\Programs\MYOB\ and rename it to AccountRight 2021.3
Delete your desktop shortcut and create a new shortcut to HuxleyApplication.exe inside the new folder.
From this point your shortcut will run AR2021.3 even though MYOB Updates to AR2021.4 or .5 etc
When you are ready to upgrade, repeat the above and create a folder for AccountRight 2021.4 etc and change the shortcut to the next version.

There is another option from a post by Random_nuggets that is good if you only use one version and want to stop the upgrades.

A simpler, more surgical method is as follows:
a) Open the folder in which MYOB is installed. Typically this will be in:
C:\Users\<your username>\AppData\Local\Programs\MYOB\AccountRight
b) Inside that folder you will find a program file named Update.exe. Simply rename this program file to, say, "Update-disabled.exe". Voila! No more updates!. When AccountRight is next started, it will fail to find its auto-update program, and then carry on running the software as is.
I have successfully tested this approach since the AR 2026.3 release (PC edition).

Cheers
Liz
mailto:[email protected]
Isaiah_C
MYOB Moderator
8 days ago
Hi GlenNSW,

I’m sorry to hear you’ve had such a frustrating time trying to get through to us, especially after being with MYOB for so many years. I can understand how disappointing it is to deal with long wait times and disconnections when you just need support. We’re currently experiencing higher than usual contact volumes, and our team is doing their best to help everyone as quickly as possible. I know that doesn’t make the wait any less frustrating, and we do appreciate your patience. If calling isn’t the best option right now, you can also reach our support team through the contact options here: Contact us - MYOB Support.

Regards,

Sai
Motium_WA
Member
8 days ago
Have just been on hold for 3 hours and then MYOB disconnects the call before speaking to anyone.
We are another WA business that has been using MYOB for more than 20 years, and now seriously considering changing.

The current issue is an error that reads:
You’re using AccountRight 2026.4, but the server you’re connected to has Unknown installed.
You should update AccountRight on the server, or install Unknown on this computer.

Not the most user friendly error, how does one install Unknown?

Cannot even lodge a support ticket online as the portal doesn't show any of the companies in the My Businesses section online.

Now not sure what the escalation path is, if I can't speak to someone on the phone, especially after being on hold for 3 hours and being hung up on.

Scott - Motium - IT support
Isaiah_C
MYOB Moderator
7 days ago
Hi Motium_WA,

I’m sorry about the experience you’ve had here. Being on hold that long, then getting disconnected, is frustrating enough on its own, and I can understand why you’d be questioning things after being with MYOB for so long. What it usually points to is a version mismatch between the computer and the AccountRight server, or a server update that hasn’t completed properly.

The practical next step is to check that the server and workstation are on the same AccountRight version, and if needed reinstall AccountRight Server Edition 2026.4 on the server using the current installer. If your file is online, it’s also worth knowing that from 2026.5 onward, Server Edition no longer supports online files, so 2026.4 is the last Server Edition release that does.

I’m also sorry the online portal isn’t showing your businesses in My Businesses, because that makes it much harder to get help when phone support has already let you down.

If you’d like to work through it straight away, this guide steps through updating an AccountRight network, installing Server Edition on each workstation, and reconnecting to the network library: Updating an AccountRight network. You can also download the latest version of AccountRight here: Downloads - MYOB Support.

If you’re still having trouble after that, there are other ways to reach our support team here: Contact us - MYOB Support.

Regards,

Sai
mon72
Member
6 days ago
I also am extremely frustrated with having to constantly call and be placed on hold for over 2 hours, and then when the call is answered, the consultant can never answer any questions relating to my open cases. There is also an ongoing issue with not enough supervisors. Why even have staff answering calls if they are unable to provide any answers? At this stage, I will be taking my complaint further to ACCC as I believe we all should. Maybe then something will be done about their lack of service.