WORST CUSTOMER SERVICE

Tractor25​ thanks for taking the time to share this. We mean it. Hearing when things haven't hit the mark is important to us. But we do need to address something directly. MYOB is a diverse and inclusive organisation, full stop.

That extends to every single person on our team. Comments that single out a team member's background, accent or heritage aren't something we can let slide. Our support crew are measured on their knowledge and care, and nothing else. We also hear you on the frustration of feeling like your issue is going in circles. Honestly? When something complex lands in our lap, it sometimes takes a few hands and a bit of digging to get to the right answer. We know that doesn't always feel quick enough. That's on us to keep improving. 💪

The community team for your product are looking into this and will assist you.

Hey Tractor25​  ​ 👋 So Solo is its own little world — we've got our own crew and community space — we don't offer phone support, so that comment led us to look and it seems like you're actually on one of MYOB's other products. No judgement, it happens!
The good news? We can see you've already posted in the right place for your product, so the team over there will have you covered from here. You're in good hands! 🙌

Sigrid-Solo could you also train your staff members to fix problems for customers when they call rather than have them send emails to 'departments' and have customers sit on hold while they wait for a response, only to be given 'troubleshoot' advise from the website that goes round in circles which you already know is not going to fix the problem! Customers should be directed to someone that they can speak to about their issue who can trouble shoot it and fix it! We should not be speaking to people that can barely speak English and understand the program less than the user! MYOB's customer service has severely declined over the last 12 months and it needs to be addressed! I am already researching alternative programs!

Hi!

This is absolutely not the experience we want for you, and I'm genuinely sorry you’ve had to deal with this!

I took a close look from our side and saw you reached out to us through the web form and in the app. One of our team members responded to both requests within the hour, but I now realise you might have run into a frustrating error when trying to sign in yesterday afternoon, which prevented you from seeing our response. That’s understandably upsetting, and I’m so sorry for the inconvenience.

Just to keep you fully in the loop: this error an issue we've identified and our engineers are actively fixing it right now, trust that we’re pushing hard to get this sorted! The solution should be live very soon.

If you’re still seeing the error, here’s a quick workaround you can try:

1. Tap “Sign Out”
2. Completely close the app
3. Reopen the app
4. Sign in again using your email and password

We’re absolutely committed to making this right for you and supporting you every step of the way. To make sure you don’t miss anything, we’ll also be reaching out directly to you via email shortly.

Thank you so much for your patience and for sticking with us, we truly appreciate it, and we’re eager to get you back on track without a hitch.