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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 tri...
  • 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

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

  • 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 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

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