Forum Discussion

sandinguyen's avatar
sandinguyen
Member
23 days ago

Difficult to cancel subscription

Hi MYOB Support,

 

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.

 

I also submitted a support case, but the resolution states that I need to call directly because:

 

“To proceed, the cancellation request needs to come from the primary contact associated with the file.”

 

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.

 

Thank you for your help!

 

5 Replies

  • Genreve_S's avatar
    Genreve_S
    MYOB Moderator
    23 days ago

    Hi sandinguyen, 

     

    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.

     

    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

     

    Regards,
    Genreve

     

     

  • sandinguyen's avatar
    sandinguyen
    Member
    23 days ago

    Hi Genreve,

     

    Totally understand. What's the average wait time for a support team member to answer my call or call me back?

    Thank you!

     

  • Princess_R's avatar
    Princess_R
    MYOB Moderator
    23 days ago

    Hi sandinguyen,

     

    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. 

     

    Cheers,

    Princess

  • KimvV's avatar
    KimvV
    Experienced User
    16 days ago

    I am also trying to cancel my subscription or at least change my plan over to a READ ONLY.  Have had absolutely no luck phoning 1300 940 281.  This number does not appear to be manned.  The only thing I can think to do is to contact my bank and unauthorise any future direct debits from my account.  Not sure why MYOB makes it impossible to leave!

    Kim

  • Isaiah_C's avatar
    Isaiah_C
    MYOB Moderator
    16 days ago

    Hi KimvV,

     

    I'm sorry to hear you’ve had trouble getting through to us. I can see that you’ve already created a support case about cancelling your subscription or changing your plan to read-only. Our relevant team will assist you as soon as they’re available. Thanks for your patience in the meantime. 

     

    Regards,

    Sai

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