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racanglican's avatar
racanglican
Cover User
1 day ago

Direct debit payments stopped working

I raised this question to support 1 month ago, but I have not yet received a response. I'm hoping that support is more responsive on these forums.

Our direct debit payments (to MYOB) have been declined for the last 4 months, however nothing from our bank side has changed, and none of the account details were changed. I've tried re-entering our account details multiple times and they appear to have been accepted, however after I've waited to see if the direct debit is processed again, it seems to fail again for no reason.

We are now unable to pay our subscription fees with no apparent way forward.

1 Reply

  • Genreve_S's avatar
    Genreve_S
    MYOB Moderator
    13 hours ago

    Hi racanglican, 

     

    Thanks for posting your concern here in the forum. I can see you’ve already been waiting a month and have tried re-entering your account details, so this has dragged on for a while.

     

    This needs to be reviewed by our Billing team rather than the Community team because our teams have different access. The forum team can provide general product guidance, while the Billing team has the access and specialist knowledge needed to check account-specific direct-debit declines and subscription payments.

     

    I’ve followed up on the case connected to your email address, and we’ll check its status with the Billing team. You should receive an update once they get back to you.

     

    Regards,
    Genreve

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