Transfer subscription from old bookkeeper to new

Hi SYM_Bus_Service,

Please reach out to our support team directly for further assistance. You can reach them on Live Chat via our virtual assistant, MOCA or by submitting a support case via MyAccount.

Regards,
Earl

Hi Earl, unfortunately the old bookkeeper is not updating the new bookkeepers profile, as she states she cannot.  It seems when they set up the new bookkeeper it has not been done correctly 

Hi SYM_Bus_Service,

Thanks for confirming. As the subscription is being transferred from one bookkeeper to another, and you want the new bookkeeper to take over payment, the request should be submitted by the primary contact of the new bookkeeper’s practice. If the new bookkeeper is the primary contact, they can submit it directly.

Regards,
Earl

Hi Sai, the subscription needs to be transferred from one bookkeeper to another.  Who submits the request in this instance?  We want our new bookkeeper to pay for the subscription

Hi SYM_Bus_Service,

Thanks for raising this. I can understand why you'd want this sorted quickly, especially if you're concerned about who still has access to your business information. If the current primary contact is still connected to the business, they can submit a support request through My Account to nominate a new primary contact. If that person is no longer part of the business, uncontactable, or no longer has a relationship with the business, then a Change of Primary Contact form and supporting documents are needed. That request is submitted through My Account, and the completed form and documents are then attached by replying to the case email from MYOB. This help article steps through both situations: Change the primary contact on an MYOB account.

Also, if the old bookkeeper still has user access to your MYOB file, it’s a good idea to remove that access as soon as possible. 

Regards,

Sai