Hi Just want to know why MYOB decided to choose how our business gets paid without notifying us ? MYOB have automated our payment preferences to online - whereby someone incurs charges to MYOB ? I didn't ask nor request for this feature to be automatically applied to my subscription ? This feature certainly was not turned of by anyone in our company ? More revenue raising for MYOB without any consent what so ever ? This automatic change came late on Friday, 27 September 2024 - so unprofessional to launch this automation late on a Friday so maybe no one will really notice ????? So very unimpressed.

Hi cleanoptions, To clarify, MYOB will never activate any features or changes to your payment preferences without customer's consent. To rectify this issue, please reach out to our live chat agents through our virtual assistant MOCA or submit a case via MyAccount. Our team will be able to review your account settings in detail and assist in reverting any changes, if necessary. Regards, Sai

Hi @isaiah To clarify - I have copies of the invoices that I have emailed to our clients. These invoices did not have the any other payment method than direct bank deposit - and now when you look online the added features of BPAY and Card options are shown ? I have now changed our account settings and have now gone through over 90 invoices to change the payment settings back to what they were. Funny how the invoices under $1000 have not been changed ? Regards

Hi cleanoptions, You can turn off this option by following the instructions here. If you still having issues, please reach out to our live chat agents through our virtual assistant MOCA or submit a case via MyAccount to resolve this efficiently. Regards, Sai

Hi Isaiah_C I tried to do that option, but still had to go through 90+ invoices to change the details - these invoices were raised last week but not sent - thankfully - so have again wasted my time fixing an MYOB issue. Another interesting note is that a number of the invoices raised that had the changed conditions were created from a previous (duplicated) invoice that have have never had the extra payment features applied ? Also why would we change the payment methods when it does not have any advantages whatsoever to our bottom line ? There has now been a payment transaction that has now deducted fees from the the total amount so we have been "paid" less for our hard work ?

I have had a customer just advise me that they had the option of paying by card after they received our invoice but we have not received the payment. I have never set it up this way, ie have not set up online options with our bank account details only provided EFT details on the invoice, so not sure what is happening there. They are going to check their Visa card account to see if the payment went through ok. I use the desktop version of AccountRight Plus. Could this be possible? I will know more once they get back to me but if this has happened, where is the payment?

Unauthorised Invoice Online Payments Selection

Isaiah_C
MYOB Moderator
2 months ago
Hi cleanoptions,

To clarify, MYOB will never activate any features or changes to your payment preferences without customer's consent. To rectify this issue, please reach out to our live chat agents through our virtual assistant MOCA or submit a case via MyAccount. Our team will be able to review your account settings in detail and assist in reverting any changes, if necessary.

Regards,

Sai
- Lev0312
  Contributing User
  16 hours ago
  I've recently got the same issue. how do I proceed with this? I lost about $150
cleanoptions
Experienced User
2 months ago
Hi @isaiah

To clarify - I have copies of the invoices that I have emailed to our clients. These invoices did not have the any other payment method than direct bank deposit - and now when you look online the added features of BPAY and Card options are shown ?

I have now changed our account settings and have now gone through over 90 invoices to change the payment settings back to what they were. Funny how the invoices under $1000 have not been changed ?

Regards
- Isaiah_C
  MYOB Moderator
  2 months ago
  Hi cleanoptions,
  
  You can turn off this option by following the instructions here. If you still having issues, please reach out to our live chat agents through our virtual assistant MOCA or submit a case via MyAccount to resolve this efficiently.
  
  Regards,
  
  Sai
cleanoptions
Experienced User
2 months ago
Hi Isaiah_C

I tried to do that option, but still had to go through 90+ invoices to change the details - these invoices were raised last week but not sent - thankfully - so have again wasted my time fixing an MYOB issue.

Another interesting note is that a number of the invoices raised that had the changed conditions were created from a previous (duplicated) invoice that have have never had the extra payment features applied ?

Also why would we change the payment methods when it does not have any advantages whatsoever to our bottom line ?

There has now been a payment transaction that has now deducted fees from the the total amount so we have been "paid" less for our hard work ?
- cleanoptions
  Experienced User
  3 days ago
  Hi Isaiah_C
  
  I now see that another subscriber has had an issue with online payments being added to their subscription.
  
  How do I do about receiving a refund from MYOB for the charges incurred for an option that was not instigated by our company, and clearly applied to our subscription by MYOB ?
  
  Regards
  - AmandaCL
    MYOB Moderator
    3 days ago
    Hey cleanoptions
    
    The options for BPay and credit card only appear if online payments has been activated in the file. The charges reflected in your bill will be for the previous month's transaction fees.
    
    I'd recommend checking the online payment report in your file to see details of the payments you've received and fees you've paid for online payments. If you have any further questions, please raise a case through My Account and our team will reach out!
DJ3
Contributing User
3 days ago
I have had a customer just advise me that they had the option of paying by card after they received our invoice but we have not received the payment. I have never set it up this way, ie have not set up online options with our bank account details only provided EFT details on the invoice, so not sure what is happening there. They are going to check their Visa card account to see if the payment went through ok. I use the desktop version of AccountRight Plus. Could this be possible? I will know more once they get back to me but if this has happened, where is the payment?
- DJ3
  Contributing User
  3 days ago
  I want to add to my previous message. I have sent a copy of the invoice to myself and cannot see a link to pay online however it may look different at their end. I have also logged into the 'online' version of our MYOB account and checked the settings and there is definitely no set up for online payments so I have to wait until the customer gets back to me in case they are confusing it with a payment to another organisation. Or ask them to send me what they can see so I can try and sort it out.
  - cleanoptions
    Experienced User
    3 days ago
    So once again the subscriber has to waste time fixing an MYOB "update" gone so horribly wrong !
SammiB
Trusted Partner
3 days ago
This is interesting, as I have just had a client contact me about some MYOB 'note' to upgrade within 10days to the MYOB secure invoicing.

Looking into it, the client or customer is charged 1.8% of the total payment amount plus a transaction cost. Wow! Not worth the extra cost. And it can take two days for the payment to come through.

I have set my client up using EInvoicing instead, free, gov supports it. As his customers all pay via Bpay, they can upload a ABR file to the bank, or have his bank details set up with their bank, again free.
- cleanoptions
  Experienced User
  3 days ago
  Hi SammiB
  
  At least you were able to look into the costs.
  
  MYOB default is for the cost to be borne by the subscriber, not the client, hence our company (unknowingly until the transaction went through) took the hit onthe charges.
  
  This is so wrong on MYOB's part.
  - AmandaCL
    MYOB Moderator
    3 days ago
    Hey SammiB cleanoptions
    
    The secure invoicing upgrade, which is separate to eInvoicing, enables new features designed to help you stay safe online, plus give your customers peace of mind that they're interacting with you in our secure environment. Once upgraded, online payments is switched on to surcharge the customer by default, not charged to the subscriber. Your client will be able to opt-out of online payments as a whole from the businesses payment settings or the invoice creation screen once upgraded based on their preferences. Let me know if you have any questions!
SammiB
Trusted Partner
3 days ago
Extremely wrong, if the MYOB system automatically made changes without the subscribers permission, Myob should be refunding the cost incurred for the transaction and reimburse $$ towards the time it cost to correct the issue.

Thankfully my client contacted me, this was only because he was stuck at part of the filling in process. I looked into it, and found the costs etc.
cleanoptions
Experienced User
3 days ago
Hello
AmandaCLyou'd would like to think that the default is to the client, but sadly no, to the subscriber.

If this was the case, when MYOB did in fact activate the online payments for our subscription - without any prior consent or notice or authority - our company was charged for this unauthorised service. Hence the default to the subscriber.

And again I will say, why would a subscriber turn that feature on willingly and do that to their bottom line ?

And yes this has been tested in our subscription, and yes it has been turned off, and yes now we have little faith and have to scrutinise every invoice that is sent to our clients.