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 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 ?

What a shame. My payment preferences were changed by MYOB without me knowing about this with the option I pay for credit card fees. I lost almost $200 already. I lodged the complaint about a month ago, no answer still. It looks like I still have this risk since no reply...What should I do now?

I have posted a new "idea" on the Ideas Exchange that requests MYOB to separate the Secure Invoicing upgrade from the Online Invoice Payments function, so I ask that everyone at least vote up that idea. As for recouping lost funds - I can only wish good luck to you, and sincerely empathise with you. Is this an issue that can be raised with a Dept of Fair Trading? (I think they're all state based) Is it a matter for a Consumer Protection body? This is not really in my wheelhouse, but I would hope that MYOB can FIX THE ISSUE before the simmering fire becomes an all-out conflagration. I have happily used MYOB for nearly 20 years, but this is so utterly disappointing.

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

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,

If you have any further questions or require additional assistance, feel free to submit a case via MyAccount. Our support team will be happy to assist you further.

Regards,

Sai
Bluewave
Trusted Cover User
22 days ago
I have just submitted a case via My Account because even though we have toggled off the "Allow Online Invoice Payments" in the Sales Payments Settings, the option is STILL APPEARING on new invoices!! This is so incredibly frustrating. We do not want to have to edit the individual preferences of every single invoice before sending it out!! Our invoices are created in an app called Service M8, and synched automatically to MYOB when the jobs are completed, so maybe there is a toggle in the app that can be switched, but this should NEVER HAVE HAPPENED IN THE FIRST PLACE. We didn't want to have Online Invoice Payments, but you wrapped that up in a "Security Blanket" to hide this obvious fee grab, and then can't fix the problem once and for all (I have wasted many hours on the phone to customer support already, with no solution). Not happy!
- CassG
  Contributing User
  16 days ago
  Hi Bluewave
  
  Was MYOB able to resolve your case? We have the same issue where our default settings have online payments turned off but all invoices loaded through API from our external sales system override this allowing for online payment options (including BPAY) to appear on invoices. MYOB blames our external sales provider but they have assured me that no payment settings are being loaded from their import data. I'm stuck in the middle as each are pointing the finger at one another and MYOB is now ignoring all emails from me. Currently having to manually turn off on all invoices before sending to customers which is a significant strain on our finance team.
  - Bluewave
    Trusted Cover User
    16 days ago
    Hi CassG,
    
    There was NO solution from MYOB to fix this problem, which is entirely their fault. I have been told to go back to Service M8, but they say they have no control over how MYOB invoices switch on an option that we have set to NOT ALLOW. I see there is also this same flaw with invoices generated entirely within MYOB system, but as a copy invoice from an older invoice. Very strange how the older invoice didn't have the Online Payments option, the system is set to NOT ALLOW Online Payments option, but the newly generated invoice ALLOWS them. AmandaCL said this would be raised with the relevant team - so what is happening there?? This (and our) issue must be fixed by this "relevant team" ASAP! We have done EVERYTHING right, and selected DO NOT ALLOW and still the option is allowed. This is so wrong, and our next action will be to DE-ACTIVATE Secure Invoicing so that we won't have to inadvertently pass along the Online Payments option that we do not want, but we won't be able to send invoices through MYOB. At least our invoices can be sent through the Service M8 app, and if I need to send copy invoices that are synched in MYOB, I will download the PDF and send an email from my own account. This is a very poor work-around solution. This whole fiasco screams under-cooked, untested, BETA product. It should never have been foisted upon us like this!

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Unauthorised Invoice Online Payments Selection

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