migration request

Hey there bccb1

I share your pain. I have been trying to migrate my company file on line since the 1st of June.

I am still not on line (although I never chose to and am being forced to go on-line in order to use features like STP which are only available on-line).

I have not had this view proven wrong but believe most of the on-line migration issues stem from the May upgrades to the on line platform. This changed the rights that low level support people had and hence the functions they could perform: one of which was the ability to delete an on-line file which was not being used or had been loaded accidentally or for testing.

My first support call lasted 6 hours and was mainly spent going round in circles while the support team verified what I had told them at the beginning: that the error messages in the log files on my PC indicate that my inability to upload was a Server issue not a PC issue. I could see an old format file (which I had uploaded for testing in ealry 2025). If I logged in on line, the system would say the file needed upgrading, but the upgrade would fail. I had no way to remove it, nor did the support person. So I was passed to the CX (I think) team, who promised to fix this in 3 days... but did nothing, then the case was automatically closed.

After getting the cases re-opened, I started again - repeating the whole story.

The new suggestion was to cancel my current subscription and take out a new one. This would create a new on-line workspace where I could load a new company file. But, the new subscription means a new ID and new Serial Number. Easy, just change the SN in MYOB.... not so easy: it is greyed out and the support person could not change it either.

So the next solution was to pass the case to the Migration team and to upload a file to them. But, their response time is 11 days. With end of financial year coming up, was I expected to stop all transactions and just hold on. No, the suggestion was to continue and to upload a new file when the migration team contacted me.

A few days later I was called when driving: we arranged a callback later in the day when I would be at my PC. But I sat all afternoon and was never called. That was 12 days ago.

The migration team received my request & file on the 25th and I am still waiting to be contacted. 

I don't know how many times I have to call to get this resolved.

I just hope that your case gets attended to faster than mine

Hi bccb1,

Thanks for explaining everything, and I’m sorry for the runaround here. I can see you’ve been using MYOB AccountRight for a long time, so I understand how frustrating this would be, especially after waiting for the migration update and then being unable to access your file. For the “Unable to connect” message, please first make sure you’re using the latest AccountRight version, as working online requires the latest version to be installed on all computers using the online file. You can also follow this guide for the troubleshooting steps: Troubleshooting online files

Also, if you’d like to move your offline file online, you can check this guide here: Offline mode changes – we’re improving how you can navigate this change

If it’s still happening after going through the guide, the best next step is to reach out to our live chat support through our virtual assistant, MOCA, or submit a case via My Account. so they can check the file access in more detail.

Regards,

Sai

Hi Toip

Thank you for sharing my pain. I've just managed to download the previous version of the AccountRight 2026.4 and was able to access my old file. I don't think I will upgrade it to the online version until I can close up the 2025/26 financials and printed all the reports. 

Hi Sai

Thanks for your response, I followed the link and downloaded the AccountRight v2026.4 and was able to access my file. I guess I need to activate it before moving the file online. However, I am too worried to do so at the moment because I urgently need to finalise the 2025/26 financials, and therefore I cannnot risk not to be able to access my file again. Will try again when I am ready to start the new financial year.

Hopefully, will be able to talk again soon.

Regards

bccb1

Hello Isaiah, you have been specifically silent in relation to my issues. Can you help sort out my problem??? I seem to be getting nowhere and have now run up against end of year Payment Summary issues - the option to produce Payment Summary report is no longer on the menu and if you are stuck off-line you have no obvious way to produce them

The on line help says

"To access the Payment Summary Assistant, go to the Payroll command centre and click Prepare Payment Summaries."

I am using Account Right Server Edition (having been compelled to switch because I can no longer use the Desktop version because my company file is not on-line, because MYOB doesn't seem to be able to get it on-line for me) and there is NO PREPARE PAYMENT SUMMARIES option and no PAYROLL ASSISTANT (which is also referenced in the on-line help)

Hi toip,

I’m sorry for the frustration here, and I’m sorry as well that it’s felt like we’ve gone quiet on you. I’ve checked with our migration team, and at the moment they’re working through a backlog. That’s the reason for the delay. You don’t need to do anything further right now, the migration team will contact you as soon as they have an update or if they need anything else from you. I understand why this is especially frustrating given you’re now running into EOFY Payment Summary concerns as well. In the meantime, you can download an older version of AccountRight from here: MYOB downloads page

If you’re able to open the older version, please check whether the Payment Summary option is available there. Thanks for your patience while this is being worked through.

Regards,

Sai

Well, here we go again. Groundhog day all over.

I am back trying to call MYOB support and now waiting for a callback so I can see if I can get progress on my issue with not being able to get my company file on line - something I have been trying to do since June 1.

At the start of the month I organised help from the Migration Team to get my company file on line (I sent them a file but I was told to continue entering transactions and to send them a new file when they contacted me).

 At the time, there were warnings around that it could take up to 11 days for a response. We are now at 13th July and no contact from them whatsoever.

The only action to be seen was that MYOB decided to CLOSE my Support cases.

How this can be done amazes me, when absolutely nothing has been done to resolve the cases.

It is so ironic that unwilling customers like me, who are being forced to migrate against their wishes, have so much hassle when trying to do so.

Surely other users have faced this problem. How long can it possibly take to impelment a fix? And surely, before suggesting that a customer do something un-tried, you should first verify that it works yourself.

I have the older version of MYOB on my PC and can use it. But as I have been using Account Right Server Edition (so I can actually continue to open my conmpany file) I need to now deal with the complication that the two programs use different locations for their company files. And if I open the old version, it automatically copies the file from my Server Edition directory to the one it uses. So I now have an extra company file again - which I need to remember to delete. So may frustrations.

I think that I have solved my own problem and can't believe that MYOB has not given the answer: there is no need to lodge Payment Summaries any more.

They are automatically generated by the ATO's Single Touch Payroll Phase 2 system when you run and end of finalcial year Finalisation.

So just lodge your June Payroll and select the End of Year FInalisation option. Your payroll will be closed off and the ATO will generate all the Summaries (which will be sent via MyGov)