Being charged twice for subscription

Hi dbo,

I can see why this doesn’t make sense, especially since the business owner set up the subscription and the payments are coming from their bank account. MYOB has different access levels for the account and the product file. Being the business owner or an administrator on the file doesn’t always mean the person is listed as the account’s Primary or Billing Contact. Adding someone as an administrator can give them access to manage the file, but it doesn’t necessarily update the contact authorised to discuss billing or make account-level changes.

I’ve checked the case and account details available through your profile, and it looks like another subscription may be linked to your name. This could be why the team wasn’t able to discuss the billing charges for the Client ID provided, as you’re listed as the Primary Contact on that account. I follow this up with the billing team, but the best option is to contact them directly and provide the correct Client ID and serial number. This will help them locate the right subscription and make sure your request is actioned correctly.

Cheers,

Princess