Account Rite Offline Files

I’m still in the process of getting subscriptions for 2 offline files that must go online before 17 June 2026.

Initially I tried to call Sales and spent 2 hours on hold over 3 attempts over 3 days during the week up to 22/5.

I gave up waiting as I can’t tie up the only office phone line we have.

I sent a message via the Community Forum on 25/5 to see if anyone else was having problems getting on to Sales.

I received a reply from a someone called Sai on 25/5 with links to try via Support Requests or Live Chat.

I tried Support Requests and sent requests on 26/5 and 29/5, neither of which have been replied to.

I’ve decided to try Live Chat today. 

            10.21am          Connected to bot on Live Chat (MOCA) and answered question

            10.24am          MOCA told me I was in a queue

            11.06am          Joana sent message to me and I told me what I needed, Sales, and I answered her questions

            11.14am          Joana transferred me to Sales

            11.14am          MOCA told me I was in a queue

            12.04pm          Person (no name yet) connected and I explained what I needed to do and I answered their questions

            12.17pm          Person gave me 2 options for subscriptions

            12.26pm          I chose the option I wanted

            12.32pm          Person asked me for direct phone number to call me so I gave the number

            12.33pm          Person said they would call me in 30 minutes and said they were ending the chat. They gave their name then, bam, Chat closed.

It’s now 1.45pm and no call back surprise, surprise!!

It’s pathetic that you have told everyone with offline files they must pay subscriptions to go online by 17 June or else they will be essentially unusable and then make the process ridiculously time consuming and difficult. 

Reminds me of when we had to submit confidential Company information to enable online payments (with 1.8% fee!!!) that nobody wanted.  If we didn’t do it we couldn’t continue to email invoices out of MYOB.  Held to ransom and a complete balls up too.

Imagine If I’d only started the whole process today I’d probably run out of time and have frozen files.

Not good enough!

I've sent this to the feedback email address, but not holding my breath for  a quick reply.  They'll probably call back tomorrow when it's my day off and then I'll have to go through the whole process again on Thursday.