Have just been on hold for 3 hours and then MYOB disconnects the call before speaking to anyone.
We are another WA business that has been using MYOB for more than 20 years, and now seriously considering changing.
The current issue is an error that reads:
You’re using AccountRight 2026.4, but the server you’re connected to has Unknown installed.
You should update AccountRight on the server, or install Unknown on this computer.
Not the most user friendly error, how does one install Unknown?
Cannot even lodge a support ticket online as the portal doesn't show any of the companies in the My Businesses section online.
Now not sure what the escalation path is, if I can't speak to someone on the phone, especially after being on hold for 3 hours and being hung up on.
Scott - Motium - IT support
Hi Motium_WA,
I’m sorry about the experience you’ve had here. Being on hold that long, then getting disconnected, is frustrating enough on its own, and I can understand why you’d be questioning things after being with MYOB for so long. What it usually points to is a version mismatch between the computer and the AccountRight server, or a server update that hasn’t completed properly.
The practical next step is to check that the server and workstation are on the same AccountRight version, and if needed reinstall AccountRight Server Edition 2026.4 on the server using the current installer. If your file is online, it’s also worth knowing that from 2026.5 onward, Server Edition no longer supports online files, so 2026.4 is the last Server Edition release that does.
I’m also sorry the online portal isn’t showing your businesses in My Businesses, because that makes it much harder to get help when phone support has already let you down.
If you’d like to work through it straight away, this guide steps through updating an AccountRight network, installing Server Edition on each workstation, and reconnecting to the network library: Updating an AccountRight network. You can also download the latest version of AccountRight here: Downloads - MYOB Support.
If you’re still having trouble after that, there are other ways to reach our support team here: Contact us - MYOB Support.
Regards,
Sai
