Struggling with User Access

Question

Hello all... reaching out hopefully looking for an alternative angle to gain access to our MYOB data file as Owner.

Our bookkeeper passed away very suddenly 2 months ago and as the sole "Owner" of MYOB she had complete control of the accounting system for our NGO. We have access to MYOB as a "file user" only, and so we have our hands tied, in relation to now accessing many functions. We did raise a support ticket with MYOB, but they have asked for a death certificate, which is not available currently from the family. We found also that MYOB support called the bookkeepers mobile, weeks after her passing and her husband is not in a mental state to deal with any of these requests. We actually have found MYOB support quite insensitive to our needs, and the family's privacy in this terrible time for them. We have since found they have closed our support tickets raised also.

We are happy for the bookkeeper account to remain but feel there must be a way to elevate another user's status to Owner, rather than request a death certificate from a grieving husband. Surly staff leave, and situations arise where new Owners need to be appointed.

Please any advice or historic success in gaining access to MYOB, as an owner, so we can run our business again comprehensively

Any support appreciated.

thaioffice_mi · Answer

As an update... Today we received a change of ownership form from MYOB support. This form is for the sale or change of name of a business... Not for the issue relating to permission of users within MYOB.. Thankyou though for the effort in resolving this issue for us, =but we are still looking for access to our database please

genreve_s · Answer

Hi thaioffice_mi,
&nbsp;
To change the primary contact on the account, the change of ownership form typically updates the primary contact for the account, not the access to the file. If you need to manage user access to make other users administrators, you should log in as the Administrator first. The default password for the Administrator UserID is blank.
&nbsp;
If the password has been changed and no one knows the new password, you'll need to contact support by creating a support ticket from the MyAccount window. For more information, you can check the FAQs section of this link.
&nbsp;
Regards,
Genreve

thaioffice_mi · Answer

Thank you very much for your reply although sorry if I have confused you. We are an Administrator already of the file but not "Owner". How can we become the owner. I cannot see the "Owner" currently when I log on to "My Account"

I would like to have access and control of all users and subscription etc. Currently as Administrator, I cannot manage any of these issues.

genreve_s · Answer

Hi thaioffice_mi,
&nbsp;
To manage subscriptions and billing from MyAccount, you need to change the primary contact. To do this, fill out the form sent by the support team, even if it seems like the details don't apply to your case. The support team will advise on the required supporting documents.
&nbsp;
Alternatively, if you have access to the previous primary contact's email address, you can log in to my.myob.com and transfer the primary contact role to another email address.
&nbsp;
Feel free to create a new thread if you need any other help.
&nbsp;
Regards,
Genreve

thaioffice_mi · Answer

Ok thanks.. So, the form about selling the business is the form you refer too

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