COMPLAINT!!! OVER 3.5 HOURS ON HOLD TO SUPPORT

Hi MichelleWA​ 

You mentioned 30 plus files. If you need online and offline versions, you can use the option from the old post from Gavin12345 which shows how to turn off auto updates for PC versions - just substitute the version shown with your version - all versions up to 2026.4 will be able to be offline. Once you have created a shortcut for the offline version/s, you can leave your online shortcut to continue with your current online file.

 Unfortunately MYOB are not going to change their policy just because users want them to. Now just as there are ways to stop Windows 10 automatic updates, there are also ways to stop MYOB automatic updates, or at least work around them.

I keep using AR2020.1 even though MYOB has updated itself to AR2021.4

Take a look where MYOB installs itself - in a folder called AccountRight in a path like this:

C:\Users\<your username>\AppData\Local\Programs\MYOB\AccountRight

Inside that folder is another folder called app-2021.300.244119 or similar - this contains the files that run MYOB - AR2021.3. 

Copy this folder app-2021.300.244119 and paste under C:\Users\<your username>\AppData\Local\Programs\MYOB\ and rename it to AccountRight 2021.3

Delete your desktop shortcut and create a new shortcut to HuxleyApplication.exe inside the new folder.

From this point your shortcut will run AR2021.3 even though MYOB Updates to AR2021.4 or .5 etc

When you are ready to upgrade, repeat the above and create a folder for AccountRight 2021.4 etc and change the shortcut to the next version.

There is another option from a post by Random_nuggets that is good if you only use one version and want to stop the upgrades.

 A simpler, more surgical method is as follows:

1. a) Open the folder in which MYOB is installed. Typically this will be in:

C:\Users\<your username>\AppData\Local\Programs\MYOB\AccountRight

1. b) Inside that folder you will find a program file named Update.exe. Simply rename this program file to, say, "Update-disabled.exe". Voila! No more updates!. When AccountRight is next started, it will fail to find its auto-update program, and then carry on running the software as is.

 I have successfully tested this approach since the AR 2026.3 release (PC edition).

Cheers

Liz

mailto:[email protected]

Hi I also are having a lot of issues with the move to online only.  I have used MYOB for more than 30 years and had 3 business using it only 2 now one online and the other off line.  I was able to get my offline file online on 5th May but withing 5 hours of going online my file was corrupted showing the main bank account had $76k more than it did and this was before bank feeds were setup. Then on following days it showed a bank credit card that was not ours and the following day the credit card was gone but a CBA account that we don't have was showing.  I have been trying to get that corrected ever since and it still is not done. More than 5 weeks waiting is not good enough.  I have paid 2 months of the new subscription and still not operating online. My accountant has bee trying to convince me to go XERO and I think it is time once all the financial year paperwork is complete.  Sorry MYOB you have had your chance.

Princess_R​ Please read my response above to MichelleWA​ 

I feel that this whole issue has been very badly handled by MYOB, and the Customer Support and Sales teams are too understaffed to cope with the amount of calls they are now receiving.

Better planning by MYOB, in my opinion, would have been a staged transfer where customers were gradually converted over a period of time instead of everyone being given a short window of opportunity to all convert at the same time.

It seems that whoever within MYOB thought of this did not have a clue about the impact on us, the customers and users.  It's almost as if they're a public servant working in a Government department with little idea of the real world we subscribers live in.

As a small business owner/operator using MYOB since 1998, I do not have the time in my day to wait on hold for hours.  It takes me away from earning an income, it ties me up so that I'm not able to provide service to my customers.  The whole situation is enormously frustrating and I can fully understand Michelle's comments and why she is intending to switch providers.  I am close to that point myself.

FYI, the case number for my issue is 03139099 (which followed on from case number 03134707).

Who do I have to speak to in order to get some action?

Same here MichelleWA​ .  I've been trying to get action since last Friday, 5 June (which was in response to an e-mail giving me the first notice I received about the change despite the email inferring notice had been sent out previously), with many hours spent on hold, many e-mails back and forth, even to the extent of sending complaints and updates via Messenger. 

I need to upgrade only 4 files under the same subscription and it appears to me from the information on the MYOB website that the only solution open to me is to establish new files.  To do that I was told I need to speak with the Sales team but they're swamped apparently and the Support team have not been able to switch me across due to the number of calls on hold. 

The most recent attempt was this morning at approximately 7:40 am Sydney time when the Support member advised by email the Sales team were open so she called me then switched me through.  Result?  Total fail.  The call went to an answer service advising the office is closed and to call back between 9:00 am and 5:00 pm and then disconnected the call.  I notifed the Support team of the outcome via e-mail and asked why there isn't a call-back system in place fo the Sales team to contact me.

Response? Crickets...

Hi MichelleWA,

We’re really sorry for the difficulty you’ve had trying to reach our team, and for the inconvenience this has caused. After being with MYOB for more than 20 years, it’s completely understandable that you’d feel disappointed by this experience. It’s definitely not the level of support we want you to have. We’re currently working through a high volume of calls and cases, which has led to longer wait times than we’d like. I can see your case is already with our CRT team. While I’m not able to promise an exact timeframe at the moment due to current volumes, I will follow up with the team for you.

Cheers,

Princess