Cancel a subscription

Hi Tracy9,

Thank you for your post, and welcome to the community forum.

We apologize for the inconvenience you've experienced in attempting to resolve this matter. Ensuring the data security of our customers' accounts is a priority for us. As part of our standard security protocols, the owner of the account holds the authority to cancel or authorize the cancellation of the subscription. To address this issue promptly, we'll be reaching out to you via private message to gather some information. Please keep an eye on your community forum inbox, and we'll continue to discuss this through that channel.

Cheers,

Princess

Hi Tracy9,

I hope you've had a wonderful day! I just wanted to follow up regarding the information I recently requested via private message. Please let me know if you still need assistance with this. I'm here to assist you and ensure that your concerns are addressed thoroughly.

Cheers,

Princess

Hi

I would really appreciate if you could help me.  I have been going around in circles trying to cancel this subscription.  The form I was sent to change owner details did not cover off on what we needed to do, and then when I finally got someone to explain what  I needed to put on the form, it was still not right.  It would be so much easier if  I could have an actual converstation with someone, but when I tried that, I was told they could not help me with my issue, it all had to be done through the program, which I cannot as I cannot get MYOB to change the owner, and so the saga continues.......................................

Hi Tracy9,

My apologies for the late response. I'm truly sorry to hear about the challenges you're facing while trying to cancel your subscription. I completely understand how frustrating this can be. I'm here to help and ensure we resolve this for you. To assist you more effectively, could you please share the additional details we recently requested via private message? This will help us address your situation accurately.

Looking forward for your response.
Regards,
Earl

Hi Earl

I am not sure which message you are referring to as I have so many.  Can we please start from the first step, as I have been given so much conflicting information, I am not sure what it is exactly that you need.  In the past, I have sent information, only to be told it is not correct, or what is required.  Please tell me what I need to do, and I will make it happen.  Keep in mind, the change of ownership/details form asks for information for entities that do not relate to the structure we have here.  We are an incorporated body with a board of directors. 

Hi Tracy9, 

Thanks for the response. 

I'm sorry to hear about your difficulties trying to cancel your subscription. One of my colleagues (Princess_R) sent you a private message to collect information to help with your concern. Unfortunately, we haven't received any private messages with the information required to help. 

You can access the private messages by clicking your avatar in the upper right corner of the screen and clicking the message icon to open the messages. Alternatively, you can hover your mouse over any of the moderator profile avatars and send us a private message from there. However, you will still need to read the private message sent to you. 

Feel free to send us the information and we'll do all we can to help. We look forward to your response.

Thanks,
Genreve

I have found the message and tried to reply, but I am getting  a message saying "You have reached the limit for number of private messages that you can send for now.  Please try again later".  Why is it not possible to talk to a real person about this?  When I log into My.Myob, I am listed as an owner, but cannot cancel the subscription.  This is very frustrating, and very dissapointing.  The longer this is taking to sort out, the more money MYOB is taking from our small business.......................................

Hi Tracy9, 

Thanks for the response. 

I can't explain why the error message occurs. But I'm positive the limit refreshes after 24 hours. You can try sending a private message and let us know if the error persists. 

Also, instead of going to my.myob.com, you can open myaccount.myob.com instead. The my.myob.com page is the old version of the myaccount.myob.com. 

We appreciate your patience, and we look forward to helping. 

Thanks,
Genreve 

I have just tried again and get the same errorr.  Can you tell me why I am listed as an owner of the file, but I am unable to cancel the subscription?  Is there any other way I can cancel the subscription?  This way is obviously not working as I cannot reply to the private message you have asked me to. Should I create a new case and start from scratch again?  Another payment was Debited from our account yesterday, and I need this to stop as we are not using the product, and haven't for months.

Hi Tracy9, 

Thanks for the response. 

I'm sorry to hear about your difficulties sending your information. I have raised the issue of private messages with the team. 

To pull up any information to assist, may I ask for the last 4 digits serial number or the case number of your previous cancellation that failed? 

We look forward to your response. 

Thanks,
Genreve