Difficult to cancel subscription

Question

Hi MYOB Support,&nbsp;I’ve spent a considerable amount of time trying to cancel my subscription. I’ve contacted your support team by phone several times, but unfortunately, I haven’t been able to reach anyone or receive a callback.&nbsp;I also submitted a support case, but the resolution states that I need to call directly because:&nbsp;“To proceed, the cancellation request needs to come from the&nbsp;primary contact associated with the file.”&nbsp;I’m quite confused by this, as I am the primary contact for the account.Could you please help me resolve this issue and process the cancellation of my subscription? I would really appreciate your assistance, as I have already spent a significant amount of time trying to resolve this.&nbsp;Thank you for your help!&nbsp;

genreve_s · Answer

Hi sandinguyen,&nbsp;
&nbsp;
Sorry to hear about your experience trying to get your account cancelled. While I can’t comment on the email you received, I can confirm that subscription cancellations need to be completed by phone so our support team can verify your details and process the request.
I appreciate that calling can take time, but our phone support team is the right team to assist with your cancellation. We’re unable to cancel a subscription through the Community forum.
&nbsp;
You can find more information about cancelling your subscription here: https://www.myob.com/au/support/myob-business/product-account/myob-subscription-invoices-and-payment-details/cancelling-your-myob-subscription
&nbsp;
Regards,Genreve
&nbsp;
&nbsp;

sandinguyen · Answer

Hi Genreve,&nbsp;Totally understand. What's the average wait time for a support team member to answer my call or call me back?Thank you!&nbsp;

princess_r · Answer

Hi sandinguyen,&nbsp;I’d love to give you a more accurate wait time, but this can change depending on call volumes. If possible, you could try calling early in the morning.&nbsp;&nbsp;Cheers,Princess

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Difficult to cancel subscription

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