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.

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_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 ?

Isaiah_C wrote: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.Sorry Isaiah_C, but that is patently FALSE. Our invoices have had payment preferences changed to allow online invoice payments entirely without our consent or knowledge. And when I raised a case via MyAccount, the response was to go to the third-party app that synchs our completed job invoices with MYOB and get them to fix it - but they have NO control over MYOB settings!!! They have confirmed this to us. The problem is entirely of MYOB's making, and it requires MYOB to fix it. But MYOB is washing its hands. AND, this problem also exists with copy invoices created entirely in the MYOB system (no third-party synching). So the bug/flaw is of your own making, and entirely up to you to fix. Global settings should not be able to change!

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?

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.

Unauthorised Invoice Online Payments Selection

48 Replies

DJ3
Experienced User
1 year 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
  Experienced User
  1 year 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.
  - AmandaMYOB
    MYOB Moderator
    1 year ago
    Hey DJ3
    
    This page has more information on how online invoices work, hope that helps. Feel free to reach out if you have any questions!
cleanoptions
Experienced User
1 year 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
  1 year 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
  - 4Annette
    Experienced User
    1 year ago
    This all at a time they are telling us it is hackers we need to be weary of .....
cleanoptions
Experienced User
1 year 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
  1 year 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
Isaiah_C
MYOB Moderator
1 year 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
- 4Annette
  Experienced User
  1 year ago
  I have the same problem. Auto turned on.... and charged for the convenience, and still not received the money. Invoice marked as paid. And it has used a new bank account called 'undeposited funds account'
  Which I definitely did not create. So when that money finally hits the bank account how do I allocate that... OMG cannot believe the underhanded way that MYOB continues to try and increase their revenue. Firstly by initiating this option and secondly by holding the cash.
  Not to mention that I cant turn it off. It remains activated even though I have changed the option.
  I have had that response several times.
  I have just noticed that there was another payment made this way that I was unaware of because it didn't go through the bank transactions and was auto matched even though this function is turned off. It was split against the now reduced (by MYOB) invoice cost and a fees account they have also created.
  Worse still is the fact that it took 8 days to hit my account after the client had paid it.
  I am speechless that a company that has so much control over our company finances is so underhanded.
  I will be demanding all fees returned to me.
- Lev0312
  Experienced User
  1 year ago
  I've recently got the same issue. how do I proceed with this? I lost about $150
  - AmandaMYOB
    MYOB Moderator
    1 year ago
    Hey Lev0312 4Annette
    
    Can you please send through the relevant file details in a private message? I'll pass it onto the team to take a look into.

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Unauthorised Invoice Online Payments Selection

48 Replies

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