Confirmation of Company File

[DuncanR1952]

With the change - by MYOB - to different pricing arrangements, I have been unable to confirm my main file.  I have been sent two confirmation .xml files and neither worked.  I was promised a response in 24 hours last Wednesday.

MYOB says "Contact MYOB Registration on 1500 xxxxxx" but that number redirects to another that is only a message.

I suspect one phone call and 6 minutes would fix this.  Meantime, I don't have accounting software.

[Isaiah_C]

Hi @DuncanR1952 

Thank you for the post and I'm sorry to hear that you've had this experience. Let me go ahead and check on this. Please send me a Private Message containing the following:

• Serial number
• Business name
• Company File ID (Help>>About MYOB AccountRight)

Please let me know if you need further help.

Kind regards,

Sai

[DuncanR1952]

Isaiah, thank you for the reponse.

I can't see from clicking on your PM link how to leave you a PM with those details.  Can you indicate how that happens?

Regards

[Isaiah_C]

Hi @DuncanR1952 

Thank you for the patience. I've granted you an access to our Private Message, you can now send the details needed.

Please let me know if you need further help.

Kind regards,

Sai

[Hannah_V]

Hi, Duncan. I already coordinated with my Product Specialist. We already looked into your account. 

The issue persists because CDF#1 doesn't match your current product which is MYOB AccountRight Standard and this file is under Plus. 

Here is the available option we have:

1. Upgrade your product from MYOB AccountRight Standard to MYOB AccountRight Plus, note that MYOB AccountRight Plus is much more expensive than the Standard but it's one of the best options that we have on the market.

2. If you have no employee or not using a Payroll, we can create a ticket to downgrade your file to MYOB AccountRight Standard.

[DuncanR1952]

Hannah, before I completely lose it ..... I am already paying for one MYOB Plus and one MYOB Standard, and have been since MYOB changed their product pricing in May!  What else to I have to do?  This is - and always has been - MYOB's problem to fix. So fix it.

[Hannah_V]

Duncan, I checked your invoices. The invoice shows that it pertains to AccountRight Plus for the company files.

To be clear, what we need to upgrade is your product because you are using MYOB AccountRight Standard. 

We have to match your product and company file.

[DuncanR1952]

Right.  I think we established all that about 2 weeks ago.  What is the next step?

It would be efficient if this didn't proceed at a rate of one MYOB response per day.

[Hannah_V]

Here is our next step, Duncan.

I already provided the 2 options yesterday. 
If you chose Option 1, I will be needing to create a ticket and escalate it to the relevant team so that the Software and the Company File will match. 
Note that on top of your Live subscription for CDF #1 (Plus), the monthly subscription for your Software will be added to your invoices. 

But if we go over Option 2, I will then create a case to downgrade your CDF #1 (Plus) to match your Software (AR Standard).
However, this can be done if you don't have any employees and Payroll inside the file.

Please let me know your decision, thank you. 

[DuncanR1952]

Hannah, obviously Ihave to go with Option 1.  But I am already paying over $200 per month, which I have been led to understand is for the correct subscriptions.  So what am I actually paying for right now, if not the two services I asked for more than a month ago?

Go ahead with the required case, but this has every chance of ending in a commercial dispute.