Forum Discussion

jmh's avatar
jmh
Experienced Cover User
1 month ago
Solved

No access to My.MYOB nor My Account & can't log a Support Call?

Account Right Query

 

Have I missed something?

 

I. I tried Live Chat to get support, by the time the Bot gave up giving me no info it was past 5pm and the support agents had gone home.

2. I tried to Log a Support Call and went into My.MYOB and received a message saying my account has been moved to My Account.

3. Clicked on 'Log into My Account' and received a message saying I don't have access to this page? I'm the Administrator of MYOB? 

 

What's going on?

 

I'm trying to confirm if the offline MYOB files we have (under a current subscription for both Offline and Online products), via the Server Edition can easily be moved Online and that this move is without cost. I've read numerous posts on this and found them to be a bit confusing. I also tried to move an existing MYOB offline file to Online and was told I needed a new subscription. Yet the following was posted.

Help!

 

Joanne 

 

  • Genreve_S's avatar
    Genreve_S
    1 month ago

    Hi JMH, 

     

    Sorry to hear you've been running into issues accessing My Account and trying to log a support case. 

     

    To clarify the file migration side of this, if you're using an offline AccountRight file with an active subscription, you can move that existing subscribed file online at no additional cost.

     

    From 17 June 2026, AccountRight desktop app (PC edition) will only work with company files stored online, so moving subscribed offline files online before then is the recommended path.

     

    For the My Account access issue itself, that sounds separate to the file migration question. If you're still being blocked from the page even as the administrator, it's still best to contact the support team during support hours so they can check the account access setup. It does take time because of the amount of support requests our support team gets, but its the best way forward. 

    Regards,
    Genreve

3 Replies

  • Genreve_S's avatar
    Genreve_S
    MYOB Moderator
    1 month ago

    Hi Joanne,

     

    Yep, that’s right.

     

    You’ll need PC Edition (or the browser) for your online files, and Server Edition can still be used for your offline files for now.

     

    Regards,

    Genreve

  • jmh's avatar
    jmh
    Experienced Cover User
    1 month ago

    Hi Genreve

    We have 2 online files and about 15 offline files. The only software we currently use is the Server edition of MYOB. I understand (after waiting over an hour for support in the 'priority' queue) that we can continue to use the Server Edition for our offline files and we need to download the PC edition of MYOB to ensure we can use our online files. Am I on the right track? 

    Regards

    Joanne

  • Genreve_S's avatar
    Genreve_S
    MYOB Moderator
    1 month ago

    Hi JMH, 

     

    Sorry to hear you've been running into issues accessing My Account and trying to log a support case. 

     

    To clarify the file migration side of this, if you're using an offline AccountRight file with an active subscription, you can move that existing subscribed file online at no additional cost.

     

    From 17 June 2026, AccountRight desktop app (PC edition) will only work with company files stored online, so moving subscribed offline files online before then is the recommended path.

     

    For the My Account access issue itself, that sounds separate to the file migration question. If you're still being blocked from the page even as the administrator, it's still best to contact the support team during support hours so they can check the account access setup. It does take time because of the amount of support requests our support team gets, but its the best way forward. 

    Regards,
    Genreve

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