MYOB Stuck in Backup - Please Help!

This is happening to us too. 

12 hours and still going

Same here... frustrating, I don't want to ring because it takes hours. Just fix the stupid program. Also make the fonts bigger!! I'm going blind and something like being able to increase font sizze should be an easy option for a progam. 

Me too!  It didn't keep the same path I usually back up to.  Asked me for a new one.  Now having problems logging in with authenticator.  **bleep** upgrades...........

Hi Everyone,

We're seeing a bunch of you jump in with the same backup lock issue even after updating yesterday. Sorry you're running into that, we know how annoying it is when you're just trying to get on with things. The update's a good start, but in this case there's usually a little script that needs to be run on the back end to clear the error properly. Best way to get it sorted is to jump onto our live chat support through our virtual assistant, MOCA, or submit a case via My Account. The team there can run that fix for you and get you back up and running.

Regards,

Sai

Hi 

I urgently need help. I am locked out and MOCA won't help because I don't have Client ID and I'm stuck on this screen.

Please help!!

Regards

Hayley

I also can't use MY Account as it doesn't recognise me to log in.

Hi Hayley76, 

Thanks for sending through that screenshot. If you’re unable to reach the support team via My Account, the best way to connect with support is through MOCA, our virtual assistant; it’ll route you straight to the right team.

Regards,

Genreve

Hi Genreve

If you don't have your client ID you can't get thru on MOCA. There is no avenue without a client ID and I couldn't get that as I couldn't log in. Where are the phone numbers???? This support system does not work if you are locked out with no ID numbers.

Hi Hayley76, 

Totally get where you’re coming from, especially when you’re locked out and just want to get things moving again. The Client ID is actually what lets the team (even on phone lines) find your account and company file, so they can run the reset on that backup-in-progress status for you.

Because MOCA and the team use that ID to match you to the right file, they can’t safely jump in without it. If you can’t log into My Account, you can usually find the Client ID on:

• Your MYOB subscription or billing emails
• Your MYOB invoices
• Or via the person in your business who originally set up the MYOB subscription/My Account, as it’ll be in their emails

Once you’ve got that Client ID, MOCA will be able to get you through to the right crew to help clear that backup-in-progress status.

Regards,
Genreve