Secure Invoicing - Help pls.
I am now unable to send out Supplier invoices - MYOB is saying I need to upgrade to secure invoicing to email this invoice? I completed the upgrade steps days ago - only because I had to - now await...
Forum Discussion
MYOB have not been transparent about why they are forcing this secure invoicing onto us. They are a service to provide invoicing and book keeping for my business. That's it. They are not a bank, they deduct a fee on a monthly basis from my nominated bank account, that's it.. I do not use any financial services through them nor do I wish to. My bank already have all the details required. I do understand that doing this will help them increase their earnings through extra charges. But it does nothing to help me except to increase my costs. In the meantime, bugs that have been raised with them for a number of years have not been addressed and we the customer are having to do work arounds or take extra steps to perform tasks. It seems that MYOB are not concerned about losing some customers in this process. This is what happens when a business gets to big. All we want is a fair go and some customer support would be nice along the way and some transparency about this secure invoicing that seems to be causing a lot of frustration and suspicion among its customers.
Hi pippypip , AndrewC2340 and all.
I understand that the comments are continuing to surface around this. And it is compounded by things like the wait time to reach the support team, get a response to a case and have the verification completed.
Including instances where customers are being restricted from emailing due to delays in completing verification.
I am absolutely staying across all of the feedback and sharing this internally with management.
In the meantime, a couple of points to address.
You are correct that MYOB is not a bank, but it does provide financial services. Regardless of this, invoicing is directly linked to banking and fraud across Australia and New Zealand.
When an invoice is sent to someone to pay, whether this is cash, card, bank transfer or other, it presents an opportunity for fraud to occur.
MYOB is seeking to improve our invoicing service to provide additional security to our customers and their customers in turn. Part of the improvement to Secure invoicing is combining this service with secure payments.
Our customers can of course choose to disable this feature if it is not desired, and if it kept on, the person receiving the invoice also has the choice whether to pay with card or bank transfer as well.
Our messaging back in November could have been better, and we are actively improving how we communicate this to customers as more are being included in this upgrade.
MYOB is continuing to improve this service and process, including hiring additional staff to improve our processing times to make sure that our secure invoice service and upgrade is beneficial for all.
How about a straight answer!!
All the reply's from Admin and moderators just say that the feature can be disabled and then go on about why we should be keeping it on.
I and no doubt others would like to know that if we choose to disable this feature, will we still be able to send invoices through the MYOB email invoice option? If not, then why am I seeing an increase in the monthly charge when you've taken away something that I had already been paying for?
Like others I have no intention of ever using MYOB financial services.
Hi GW8 , I can absolutely confirm that after completing the verification for the secure invoicing upgrade, that if you disable the Online Payments feature, there is no impact to your ability to email/share invoices.
Although many here believe this is change is ONLY about the Online Payments feature and associated fees. It is more the opposite, it is all about Secure invoicing which comes with the added benefit of secure payments. But if the secure payments are not wanted, they can be disabled with no penalties to functionality whatsoeverMikeG1 You do realise that it's not easy for users to find where to toggle off the systemic online invoice payment option. And, for those who use third-party software to synch invoices to MYOB, or for those who use Copy Invoice to create a new invoice, that opt-out setting DOESN'T WORK. It is up to the user to open the new invoices and switch off the online invoice payment option, invoice-by-invoice, before emailing them out. Painful!
I have put in an idea on the Ideas Exchange that folks may like to view and vote up or down:
https://community.myob.com/idea/myob-business-ideasexchange/do-not-include-online-payments-by-default-with-secure-invoicing-/885347
Hi MikeG1
I sent through a support request as a MYOB Premier user on the 11th and have not received a reply. I have rung Support to be transferred to Financial Services where I just sat on hold until I hung up. The next two calls were direct to financial services where I continued to sit on hold for over 40 minutes each time until I had to hang up.
My reason for calling is that MYOB is demanding licence details for a former director who has not been a part of the company since 2017. This is still happening despite my sending through a current and historical extract of all company details which clearly state that this director is no longer current.
We only have a few days left to verify this director before they can our ability to email invoices.
I am not going to send through details even if I had them which I do not, of a former director which MYOB has no legal right to.
I need this resolved.
But I have no intention of using your financial services so again, So why do I need to upgrade to secure invoicing.
Hi again, its is to help reduce invoice fraud and provide additional security to our customers and those receiving invoices sent from MYOB software. If the financial services are not desired or require, they can be disabled after the upgrade. However verifying that all businesses sending invoices are legitimate businesses with a legitimate linked business bank account in the correct entity name goes a long way towards reducing invoice fraud and protecting customers.
Secure invoices - fine, great, a laudable goal.
But that should never have been bundled with an automatic opt-in to online invoice payments. These are two completely different things. There should always be a separate opt-in for any user who wishes to avail themselves of this extra-cost service - as there was prior to this mandatory "upgrade".
Yes, you say a user can opt-out system wide, but in some cases the systemic opt-out doesn't work (see my prior posts). And to have the online invoice payment opt-in/opt-out toggle button hidden away on a different screen from the other payment options for the user - that is a very sneaky design, leading many of us to suspect it is to allow MYOB to squeeze more fees out of its unknowing users.
Just very poor form MYOB, and it won't be soon forgotten.
When you keep all our private and banking details 'secure' it absolutely (you seem to all like that word) increases our susceptibility to fraud. Unnecessary and never heard much on the forum about all of this fraud!! You guys need to own up to your desire to operate as an independent financial institution and gain from this like the banks. My sources confirm that this is the global trend and you're just going with it to keep up with the Joneses - I guess more for your shareholders, moderate cred to your CEO and executives and not really for your customers or their customers. Ranking down.
