Forum Discussion

PBTannie's avatar
PBTannie
Experienced Cover User
3 months ago

MYOB Support? Online payments

Hi, 

 

I had a random MYOB payment in our bank account but was not recored in MYOB so have no idea who it is from. The amount does not match any invoices. I have tried to call the 1300 783674 line and was on hold for 2 hours and still at position 5, so i had to hung up. I had customers trying to call through. I did a online call back request through our account. Priority service as we pay $200 a month subscription fee. The time frame was 24 hours later, wouldn't call that fast but anyway. They called back today, only to tell me they can't help me, i need to call the phone number. But the current wait time was only "40 mins". Are you kidding me? Is there anyway to get actually support or is that the only way? Getting frustrated.  Whats the point of the call back service if they don't actually help you anyway? 

 

3 Replies

  • Hey PBTannie

    I'd recommend checking out the online payment reports available in your file to track down details of the payments received and fees paid for online payments. Select the "Transaction details" report and you'll be able to filter the report to see specific payments. More information on this page.

     

    For future, our AccountRight Priority service team will always make sure to help resolve any technical issues, however, if you have any questions about online payments, that's handled by our financial services team. You can reach the team by raising a support ticket from your My Account dashboard, make sure to select the "Financial Services" category. For other contact options, check out this page.

  • PBTannie's avatar
    PBTannie
    Experienced Cover User
    3 months ago

    Yes i have done that, i can work out who it was from but i didnt get the full amount paid into our bank account and also want to know why it didn't get recorded. I would like help on how to enter this in the system as myob have taken out a fee for this payment. Problem is there is zero customer support from myob. They do not answer the phone or support requests. I was hoping someone knew how to contact them. 

  • AmandaMYOB's avatar
    AmandaMYOB
    MYOB Moderator
    3 months ago

    Hey PBTannie 

    Surcharging is automatically enabled when you first set up online payments. Options to change these settings to your preferences can be found in your settings, this page has instructions and explains how the surcharging and fees work. How online payments are recorded in MYOB and what to look for if your payments aren't auto-matching to a transaction can be found here. Hope that helps. 

     

    Easiest way to contact the team for any questions about online payments would be to raise a support request via My Account, the last link in my last response also includes other contact options. You also have your AccountRight Priority support option available as well for other questions using AccountRight.