MYOB Stuck in Backup - Please Help!
Hi there, We upgraded our company file this morning to 2026.2 Version and went to do our routine back up this afternoon and are getting a permanent "Backup In Progress" message. It has now been 2 ho...
Forum Discussion
I also can't use MY Account as it doesn't recognise me to log in.
Hi Hayley76,
Thanks for sending through that screenshot. If you’re unable to reach the support team via My Account, the best way to connect with support is through MOCA, our virtual assistant; it’ll route you straight to the right team.
Regards,
Genreve
Hi Genreve
If you don't have your client ID you can't get thru on MOCA. There is no avenue without a client ID and I couldn't get that as I couldn't log in. Where are the phone numbers???? This support system does not work if you are locked out with no ID numbers.
Hi Hayley76,
Totally get where you’re coming from, especially when you’re locked out and just want to get things moving again. The Client ID is actually what lets the team (even on phone lines) find your account and company file, so they can run the reset on that backup-in-progress status for you.
Because MOCA and the team use that ID to match you to the right file, they can’t safely jump in without it. If you can’t log into My Account, you can usually find the Client ID on:
- Your MYOB subscription or billing emails
- Your MYOB invoices
- Or via the person in your business who originally set up the MYOB subscription/My Account, as it’ll be in their emails
Once you’ve got that Client ID, MOCA will be able to get you through to the right crew to help clear that backup-in-progress status.
Regards,
Genreve
