MYOB Maintenance

Hi Mike_MYOB​

This response does not address the core issue.

The problem is not simply whether the outage appeared on the status page after the event. The issue is that customers were not proactively notified in advance of a significant system outage so we could plan accordingly.

For businesses relying on MYOB for payroll processing, STP reporting, BAS preparation and time-critical compliance obligations, unannounced outages create real operational and reputational risk. Advance notice via clear email communication — with outage times specified in the subject line — is not an unreasonable expectation. It is standard practice for critical business software providers.

Receiving frequent promotional communications while not being notified of material service disruptions undermines confidence in MYOB’s communication protocols.

This requires more than “looking into” the status page process. It requires a review of escalation, notification and customer communication procedures for any outage that materially impacts service availability.

I would appreciate confirmation of what concrete changes will be implemented to ensure this does not occur again.

MYOB - Can we please have an update on when you expect software to be functional.  Payrolls need to be processed!

Mike_MYOB​ 

From a practitioner perspective, an issue impacting payroll workflow — even if the product is technically “accessible” — is not minor.

If payroll cannot be processed reliably, or requires workarounds, that directly impacts:

• STP reporting obligations
  • superannuation guarantee compliance
  • upcoming PayDay Super requirements
  • employer payment timeframes
  • and downstream BAS preparation

For many of us, payroll is not simply a feature — it is a statutory compliance function with legislated deadlines and penalties attached.

With PayDay Super approaching, the tolerance for instability in payroll processing is effectively zero. Any defect or degradation that materially affects payroll accuracy or processing confidence should, in our view, be treated as service-impacting and communicated proactively.

The definition of “functional overall” does not adequately reflect the compliance risk borne by users.

Clear advance notice of any issue affecting payroll workflows — even if partial — would allow practices and employers to mitigate risk, schedule processing earlier, or implement contingency plans.

Given the regulatory environment we operate in, I would strongly encourage MYOB to reconsider the threshold for listing payroll-impacting defects on the status page and for issuing proactive communications.

BooksForBiz​ 

Mike_MYOB​

I completely agree with NikkiParsons​ comments above.  On contacting Partner Support I was advised that there was a 'glitch' that had been rectified but I was required to re-process the entire payroll. 

The payroll I was processing was in a heavily unionised industry so, in addition to the impacts outlined above, I was at risk of having an entire workforce (140+ employees) stood down, on full pay, until the payment hit the employees bank account.  This would have reflected very poorly on my professionalism/reliability in my clients eyes and cost them a considerable amount of money.  I whole heartedly agree that advance notice of any issues around the highly regulated area of payroll is imperative.

Hi there NikkiParsons​ and BooksForBiz​ 
Have you both been able to access again?
I'm told that the maintenance finished at 9:05am NZT this morning 
I definitely note that this wasn't listed on our status page and I will look into why 

I have access online but not desktop now.  I can process payroll but cannot report STP - I need a work around as the online platform will not let me move on to preparing the bank file. Error message:

Something went wrong. Please try again or refresh the browser. Please try again. If the error persists, get in touch with us. Request ID: 69805562-30b8-4ef8-b8fd-6499cfadb9ed.

There are still significant payroll issues in AU that are not mentioned on the status page - Really unacceptable.

Hi BooksForBiz​ , the incident page tends to be used when there are concerns affecting the access to a product or the ability to utilise a feature (eg Payroll)
If there was a defect, bug or enhancement impacting a workflow like payroll, but does not stop it from functioning overall, this would not be listed on the status page.

Hi BooksForBiz​ and NikkiParsons​ 
There are two separate things being confused here

There was the scheduled maintenance which ran slightly overtime and affected your ability to login around 9am NZST.
We were discussing this, and this is where I was referring to MYOB publishing the scheduled maintenance on the status page.

Subsequent to the login issue with scheduled maintenance, you have then later in the day encountered an error with your payroll.

I wholeheartedly agree that this is not a minor issue and once identified and investigated, we will likely get something raised today on our status page depending on what we discover.

I apologise that my response wasn't taking your payroll difficulties seriously yesterday, but I was not able to interpret that "there are still significant payroll issues" meant that you were in fact having an issue in realtime yesterday.

I can see that there have been forum posts from 4-5 different members about the 'something went wrong' error with payroll yesterday and will be raising this for investigation 

Mike_MYOB​

Would you please confirm when, how, and to whom the scheduled maintenance — described as “scheduled maintenance which ran slightly overtime and affected your ability to login around 9am NZST” — was communicated?

Please provide:

• The date the notification was issued
• The communication channel used (email, in-product alert, status page, etc.)
• The subject line of the notice
• A copy of the communication, if possible

We had no prior awareness that MYOB would be unavailable. This meant staff were allocated to payroll and compliance tasks, only to be locked out of the system without explanation.

With PayDay Super obligations now in force and payroll functions being time-critical, system access is not optional — it is fundamental to meeting statutory deadlines. Even the ATO publishes forward maintenance schedules so practitioners can plan accordingly.

The issue here is not that maintenance occurs — we understand that. The issue is the absence of clear, proactive, and prominent communication enabling businesses to make contingency arrangements. Sales and promotional emails are distributed regularly; therefore, the capability to issue advance outage notices clearly exists.

Given the compliance implications for BAS agents and employers, I would appreciate a detailed response outlining:

• Why advance notification did not reach clients
• Why the outage was not clearly reflected on the status page
• What process changes will be implemented to ensure future planned maintenance is communicated prominently and in advance

This is not a minor inconvenience. It directly impacts our ability to meet payroll and superannuation obligations on behalf of clients.

I look forward to your prompt and transparent response.