Invoice from MYOB for recurring subscription has 2 lines with same detail and different charges

Hi L-Mac, 

I understand why this looks confusing.

For an AccountRight Premier subscription, there will always be a second file included as the bonus file. What has changed recently is the invoice layout. Instead of showing the subscription as one bundled amount, the invoice can now show separate charges for the two files.

Even though it appears as two line items, the total of those two lines is still the single subscription price for one AccountRight Premier subscription. It does not mean your client has been signed up to a second subscription, and it is not a separate charge for Pay Super.

If what you are seeing on the invoice looks different to that, or if the product listed appears to be something else, I recommend reaching out to support so they can confirm it further. You can create a ticket through My Account or connect to live chat through MOCA, our virtual assistant.

Regards,
Genreve

I can see what you are saying, however why has my client all of a sudden got a "bonus file" - like i said I have access, accountant has access. But we are working on their file in the cloud! 

Are they being charged for Pay Super- is that now deemed as a "bonus file" ??

If so this HAS/should definitely HAVE been stated to the users when we set it up..

I cant see what else it could be as it only started to be charged when I set up Payday Super!

Hi L-Mac,

Sorry if I made it more confusing. If your client is using AccountRight Premier, the two line items on the invoice can appear because that subscription includes two files under the one subscription: a main file and an additional bonus file.

MYOB has updated the invoice layout so the subscription charge may now be shown across both files separately, instead of as one bundled amount.

This does not mean your client has been signed up to a second subscription, and it does not change the total subscription price.

Regards,
Genreve

hmm... to the best of my knowledge my client only has ONE company file, not sure i understand your response that they have 2 online company file entitlements?? I have access to their file, the accountant has access to their file and they have access - bit it is still the one file online isnt it??

Hi L-Mac, 

I can understand why having two line items for one active file can be a bit confusing. Even if your client is only one business, an AccountRight Live Premier subscription can still include two online company file entitlements, and MYOB’s updated invoice layout now shows those separately as individual line items rather than one bundled charge.

That’s why you may see two entries with similar wording and different amounts on the invoice, it’s a billing display change to show each included file separately, not an extra subscription being added.

Regards,
Genreve

I would like to further go down this path on behalf of my client - they are ONLY 1 business, why then are there 2 entries?

Princess_R​ , this should be explained on the invoice itself, if only to avoid a large number of similar queries coming into your support lines. Or maybe many people don't read the invoice details??

Hi NatWeb​,

Sorry we took a little while to get back to you! No worries at all about your subscription, everything’s in good shape. You’re seeing two similar lines with different charges on your invoice because of a new update. Now, each AccountRight Live Premier company file gets its own line on your bill. This doesn’t change the overall price you pay, it just breaks things down, so it’s clearer that your subscription covers two company files, with each one shown separately. 

Cheers,

MYOB