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LW007's avatar
LW007
Member
2 months ago

AccountRight Plus active but “Subscription required” error for over a month

Hi all,

 

I’m hoping someone from MYOB can escalate this urgently, because I’ve been trying to resolve it through support for over a month.

 

I have an active MYOB AccountRight Plus subscription. However, when trying to create or upload an online company file, AccountRight keeps showing:

 

“Subscription required. To work online with this company file, you need to purchase an AccountRight subscription for it.”

 

This is despite the fact that I already have an active Plus subscription.

 

A MYOB support agent previously used TeamViewer to access my PC and confirmed the issue appeared to be on MYOB’s end. I was told it would be fixed and that someone would get back to me. Since then, I have not received a proper response.

 

Instead, support tickets have been closed without resolution or meaningful reply. I also submitted a formal complaint and have not received a response to that either.

 

This is now causing serious issues for my business. We are currently going through an audit, and this is holding up our accounting, payroll and reporting setup. It has already cost the business thousands of dollars in lost time, duplicated admin, accountant/bookkeeper support, and disruption.

 

MYOB has also charged me for a full year of AccountRight Plus, but I still cannot use the product for the purpose I purchased it for.

 

Can someone from MYOB please escalate this to the appropriate subscriptions/provisioning team and confirm:

 

  • Why my active AccountRight Plus subscription is not being recognised.
  • Whether my online company file entitlement is incorrectly allocated or blocked.
  • Whether my serial number is correctly linked to the subscription.
  • Whether there is a failed, partial, unused or hidden online company file attached to my subscription.
  • Whether MYOB can delete, remove or release whatever online file or failed allocation may exist so I can start again from scratch.
  • When this will actually be fixed.
  • Why my support tickets and formal complaint have not been responded to properly.
  • Whether MYOB will credit or refund the period I have been charged while unable to use the product.

At this point, I am happy for MYOB to delete any failed or partially created online company file linked to my subscription if that allows the entitlement to be reset. I just need the subscription/file allocation fixed so I can create or upload a company file and start using the product.

 

I’m not looking for general troubleshooting at this point. This has already been looked at by support and confirmed as an issue on MYOB’s end. I need someone to actually resolve the account/subscription provisioning issue urgently.

 

Thanks.

5 Replies

  • Genreve_S's avatar
    Genreve_S
    MYOB Moderator
    2 months ago

    Hi LW007, 

     

    Sorry for the delayed reply. I can see this has been dragging on for a while.

     

    I tried checking for any cases linked to your email address from the forum side, but I wasn’t able to find any active cases on my end. If you can send me a private message with any case numbers and any details related to this issue, I’ll do my best to follow this up and help from there.

     

    Regards,
    Genreve 

  • LW007's avatar
    LW007
    Member
    2 months ago

    Hi Genreve,

     

    Thanks for getting back to me.

     

    I’ll send you the case details by private message now.

     

    This has been ongoing for over a month and there have been multiple support contacts, including MYOB support using TeamViewer on my computer and confirming the issue appeared to be on MYOB’s end.

     

    The issue is still the same: I have an active AccountRight Plus subscription, but when I try to create or upload/use an online company file, I get the “AccountRight subscription required” message.

     

    Support has repeatedly sent me the same help articles and asked for the same information, but the issue has not been resolved. My most recent case was also closed despite the issue still being active.

     

    At this stage, I’m happy for MYOB to delete or reset any failed online file/setup linked to my account if needed. I just need to be able to use the product I’m paying for.

     

    I’ll send the case number and details privately.

     

    Thanks

    Liam

  • Genreve_S's avatar
    Genreve_S
    MYOB Moderator
    2 months ago

    Hi LW007, 

     

    I received your private message with the case information. I'll look into it and respond through private messages for continuity. 


    Cheers,

    Genreve

  • Colin_Thom's avatar
    Colin_Thom
    Contributing Cover User
    2 months ago

    I have a similar problem. I have recently uploaded 2 desktop MYOB AccountRight files online and now have an Active Plus subscription for both these files. However, I can't access these files via the MYOB Web Browser and can still only access via the desktop application, despite now paying a full subscription that entitles me to have full online access. I have raised requests with MYOB technical support and got absolutely nowhere. It has got to a point that I will have to seriously consider converting to an alternative Accounting Platform and also raise this issue with NSW Fair Trading as it is against consumer law to fail in providing service that was advertised and paid for.  

  • Earl_HD's avatar
    Earl_HD
    MYOB Moderator
    2 months ago

    Hi Colin_Thom,

    I can understand why that would be really frustrating, especially when you’re paying for online access and still can’t open the files in the browser. If the files have already been uploaded online and your subscription includes AccountRight Plus Active, then you should normally be able to access those company files in the browser as well as in the desktop app. If that isn’t happening, it does sound like something isn’t lining up correctly with either the file access or the subscription setup on the account.
     

    Because of that, this will need to be checked from our side. If you haven’t been able to get through by phone, you can also reach our team through the support options in MyAccount here: Get help and support

    Regards,
    Earl

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