Hi, Today I received a concerned email from a customer in regards to an invoice they received from me. They took a screenshot of it and I have attached it for your records. It was on our template, but was to a customer in Wellington New Zealand from 2013, was for significantly more that the $165.00 they owed us and was paid in full. I have also attached a copy of their actual invoice that I have since emailed them from outside of MYOB. I am very concerned about this happening, and it has made me doubt the security and accuracy of MYOB. Please can someone explain to me how this has happened, and what reassurances are there that this won't happen again? Kind regardsShelley JessupCarrick Speedway

Hi, No, nothing..radio silence from MYOB - I've even had clients receive Invoice notices for unpaid invoices, when in fact they were paid & marked off paid in the system (they randomly get sent in the middle of the night!), so there's another serious data breach from MYOB.They've been charging me for files that don't exist anymore & despite numerous emails & trying to talk to someone at MYOB, this has gone unresolved as well.I've just been voting with my feet & slowly one by one moving at lot of client files over to Xero. I'm so done wth MYOB!

no fix, and no guarnatee it won;t happen again. I've complained to MYOB (and the ACCC as well), and nothing came of it. I feel like it's a horrible data security issue... ALl you can do is send a copy of the invoice (via email), and wipe the egg from your face.

This has happened to our business last night - January 19-1-2023So whatever "glitch" is happening has not been fixed?? Emailed to OUR customer with Invoice header and footer correct BUTcustomer name (someone in another state)invoice number ( with double the amount of digits to our own)date of issue (1-8-2020)service provided (not a service even related to our business)and price ALL COMPLETLEY WRONG! (less $ charged than correct invoice) Our customer returned the invoice to us and asked for correct invoice to be sent. This is extremley concerning!I also do NOT have time in my day to phone MYOB - I have read all above comments and do not comprehend how this has happened & it has certainly shaken my faith in MYOB. Happy to send a private message with our details, but would obvioulsy prefer an explanation be made in this thread so others like my self can see without fuss or bother. Thanks in advance

Wow, This has happened to my company also. One of my clients alerted me to the fact that somebody else's invoice has appeared on my stationery linked to an invoice emailed to them. What's more is that I used the feedback system some 6 days ago to alert MYOB of the problem and have not had any repsonse whatsoever. Furthermore, I thought I'd try to do the right thing and phone MYOB support based on a link offered in this thread (impossible to FIND whilst in MYOB)... the wait time is OVER 60 MINUTES...They said in the wait messages that it would be quicker to use the support "chat" (again NOT AVAILABLE WITH IN MYOB itself???)... Guess what, the wait time for chat support is 79 minutes...It scares me to think that MYOB is so under resourced that there is no realistic way to get timely support. I would be horrified with such response times (as a business owner myself). What scares me more is that my companys' personal data could be emailed to any random on the planet (I "think" that the inconnrect invoice details on my template is for an Irish retail business back in 2019 where I am in Australia in 2023). The commentary offered by MYOB staff in this thread is very much "wanting" as there are clear "DATA BREACHES" being swept under their feeble replies.I also think it's time to dob them in as they ARE NOT TAKING THIS SERIOUSLY.... I suggest we all do a google search for "report cyber" and alert the Australian Cyber Security Centre of this breach.

Hi AlacoqueB , didn't ever hear back from MYOB support - that and a bunch of other issues this past few weeks with other files, I'm coverting them over Xero, sick of MYOB and lack of support and days to get back to me!

Invoice received by customer had wrong information

69 Replies

Glenn1977
Cover User
2 years ago
I have had the exact thing happen today as well.

My client asked for an Invoice to be generated and sent to a particular customer, and even though the Invoice was created correctly, what MYOB had sent to the customer, was an Invoice on my clients Invoice template for goods that my client doesn't even sell, and the Invoice was showing a completely different customer, that doesn't even exist in my clients database. The Invoice that MYOB had sent was dated 23/03/2020, whereas, what should have been the correct invoice was dated today being the 1st May 2023.

My client uses MYOB Essentials

Due to this obvious breach in MYOB, I had my client seriously doubting our Accounting Service, and I now have the potential of losing this valued Client, for something that we were not responsible for.

MYOB needs to explain how this can occur, inside a supposedly secure database.

With all the other issues I have had with MYOB recently, perhaps I should be recommending to my clients to go with other Accounting packages.
- rorkin
  Experienced User
  2 years ago
  It's a case of an accounting software company that won't hold itself accountable!
  
  Absolutely take your business elsewhere.
  
  My investigations have indicated that this has happened many times over for a long time now, and MYOB brushes off the problem each time with no consideration of the fact that they are sharing around other people's "private" data.
  - PennyN
    Experienced Cover User
    2 years ago
    Don't worry about that rorkin ! I'm gradually converting all my clients over to Xero, so sick of the trouble MYOB is giving my clients & the lack of support.
Steven_M
Former Staff
3 years ago
HI Carrick1

Sorry to hear that no one has offered assistance with your query

If you are finding something unusual on your invoices such as incorrect amounts or contact information for the customer, it is recommended that you do review the invoice and company information in your MYOB Business to ensure that the details are correct.

Should that information be correct, we would love for you to get in touch with our phone-based teams to discuss the situation in more detail as soon as possible. Do ensure that you have the following information handy prior to calling:

The serial number of the MYOB Business (bottom of the Business Name Menu - top right).

A copy of the invoice that was sent

A screenshot of the transaction from within your MYOB Business

When the email was sent and the recipient(s) of that email

With this information, our frontline teams would be able to closely investigate the email records with our backend teams to see what has occurred.
- CatherineCE
  Experienced Cover User
  2 years ago
  Hi,
  
  One of my bookkeeping clients has just had a very similar experience to the above example.
  
  She invoiced a customer and sent them the invoice from within MYOB. When they paid a completely different amount from what she'd invoiced, she rang them to find out why. They said they'd paid the amount on the invoice and sent her a copy of it.
  
  What they had received, "Powered by MYOB", was on her invoice template but billed to a completely unknown business, not a customer of my client. The company ABN and address were for some business in South Australia, not the ABN and business address of my client. Although the document name had the right invoice number, it showed a completely different number on the invoice, it was dated 18-Oct-2021 instead of 3-Jun-2022, and the amount owing was wrong.
  
  Basically, somewhere along the way, when she emailed out her invoice, the data from another MYOB customer in Adelaide got entered onto her invoice template and sent to her customer in Victoria.
  
  I logged in to her account from my office, checked the invoice in question, sent it to myself and it arrived with no mistakes.
  
  However, this is VERY concerning because it means my client can't trust MYOB's inbuilt email system when she wants to invoice her customers. If she has to save each invoice onto her computer and then email them separately to her customers it will involve a whole lot more work and it's not what she's paying for with her expensive MYOB subscription.
  
  Obviously it's some kind of glitch in MYOB somewhere because it's happened with other MYOB users, as the above post shows.
  
  What do you suggest we do to sort this problem out?
  
  I'm not that keen to call MYOB because I don't have three hours to spend listening to your execrable on-hold music before talking to a person in a South African call centre that has zero knowledge of MYOB. I'd prefer it if someone could contact me or my client directly.
  
  Thanks very much for your help.
  
  Regards,
  Catherine
  - Tailchaser
    Experienced Cover User
    7 months ago
    Hi CatherineCE
    
    I know this happened for you sometime ago but FYI
    
    I called the Office of the Australian Information Commissioner and was advised to lodge a "Tip Off" against MYOB as data has been breached. See the contact form link below.
    
    It is a prety simple form to complete and the more people who do this the more chance we have of holding MYOB accountable for their lack of action on this issue
    
    https://forms.business.gov.au/smartforms/servlet/SmartForm.html?formCode=APC_ENQ&tmFormVersion
- Gothams
  User
  2 years ago
  I have exactly the same issue. I sent an invoice to a client directly from MYOB online. The invoice recieved was on our template but had the wrong company information, an unknow invoice number and dollar amount.
  
  The company in the "Bill To:" section is not even in our Contacts list.
  The date of the invoice is the 14/11/2016 which is way before we starting using MYOB Business.
  
  Very embarrasing for our company.
  - Tailchaser
    Experienced Cover User
    7 months ago
    I called the Office of the Australian Information Commissioner and was advised to lodge a "Tip Off" as data has been breached using the contact form below.
    
    It is a prety simple form to complete and the more people who do this the more chance we have of holding MYOB accountable for their lack of action on this issue
    
    https://forms.business.gov.au/smartforms/servlet/SmartForm.html?formCode=APC_ENQ&tmFormVersion
Adrian_Nagel
User
7 months ago
Hi mate,

I'm currently having the same issue now. Did you find out the problem and rectify yet? If so could you tell me how?

Cheers

Adrian
- rorkin
  Experienced User
  7 months ago
  no fix, and no guarnatee it won;t happen again.
  
  I've complained to MYOB (and the ACCC as well), and nothing came of it.
  
  I feel like it's a horrible data security issue...
  
  ALl you can do is send a copy of the invoice (via email), and wipe the egg from your face.
  - Adrian_Nagel
    User
    7 months ago
    Sucks to hear. Sounds like I should move to Xero or Quickbooks.
    
    Thanks for the promt reply.
    
    Adrian
Tailchaser
Experienced Cover User
7 months ago
Hi Carrick1

I called the Office of the Australian Information Commissioner and was advised to lodge a "Tip Off" against MYOB as data has been breached. See the contact form link below.

It is a prety simple form to complete and the more people who do this the more chance we have of holding MYOB accountable for their lack of action on this issue

https://forms.business.gov.au/smartforms/servlet/SmartForm.html?formCode=APC_ENQ&tmFormVersion
WVgres
User
4 months ago
Did you ever receive an answer for this error as we just had the same thing happen to us and is 2 years after your incorrect invoice details sent to client. Ours also had our letterhead details but the customer and address were not ours and is not a client on our account list either. Was a high amount that also had that it had already been paid. Sent in Jan 24 but the invoice date was 1/3/23. The invoice number was completely wrong too. MYOB advised was my computer and cookies stored. Tried to point out that the invoices are e-mailed through their system so cannot be my computer as the invoice on our MYOB file is correct and has happened on thier end when invoiced to our client.
- PennyN
  Experienced Cover User
  4 months ago
  Hi,
  
  No, radio silence frm MYOB - I've just been gradually transferring clients over to Xero, so sick of MYOB's problems & lack of support