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Sydcity's avatar
Sydcity
Member
1 month ago

transitioning an offline file to online has affected our current online file and has left us without myob for over a week.

we have 2 company files, 1 has been online for sometime now due the STP. 2nd company file remained on the server as not used daily, and no STP from this company. Took 2 weeks to get in contact with sales to upgrade license to premium. was advised to replace serial numbers, advised will take max 3 days,  and whilst migration is occurring we were advised not to use MYOB. if we use MYOB we must re-enter all our work in again into the new serial number, its been a week and half now and still no email. have attempted to call myob every work day, to be hanged up on. 

today I was on the line from 8am to 5pm, finally spoke to 2 ppl. and still got nowhere, only to be told your case has been escalated.

Why do they decide to do this right before EOFY baffles me. 

I don't understand why my IT team cant migrate the company file to the new serial number. Support team does not know how to support. 20 yr MYOB customer and now I am very concerned my files will be lost. 

2 Replies

  • Genreve_S's avatar
    Genreve_S
    MYOB Moderator
    30 days ago

    Hi Sydcity, 

     

    Sorry this has dragged out, especially this close to EOFY. I get what you mean, it certainly will make things easier if there was a way to self-serve migration.

     

    I can see case 03130478 is still open for the second file migration, while case 03130471 has already been resolved. Since the second file is the one holding things up, it’s best to keep everything on the open case so the team can continue working from the same request.

     

    There was also a reply sent yesterday and another update today, so the case is still being worked on. As long as the team is updating you by email, you can reply directly to those emails to keep up to date and keep everything together in one place.

     

    Hopefully this gets sorted for you soon.

     

    Regards,
    Genreve

  • Sydcity's avatar
    Sydcity
    Member
    29 days ago

    Hi Genreve, 

     

    Yes, thankfully Files have both been completed now. Only after numerous emails and phone calls daily to explain my situation was then both my cases escalated. otherwise I would still be waiting.

    Lucky I have an IT team to assist with setting up the the new serial number. 

     

    Very poor from MYOB to choose EOFY to make such changes to the program. But Thankful i had reached 1 nice support lady. 

     

     

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