New billing and changing products

[MareeD]

I have received some emails from MYOB saying that the discount for my 2nd file is coming to an end on 1st June, so I am trying to look at my options, 1 of which is downgrading 1 file to Business Lite. I have tried to contact MYOB but the Chat button which is supposed to be on the contact us page isn't visible anywhere, and the phone numbers just get an answer saying 'we are having issues, try some other time'.

Is there anywhere to actually talk to someone about what product I should change too? I think possibly I could change to Business Lite but I am confused about what is considered a Bank Account, as this only supports 2 bank accounts. Does that include Opal and E-Tag accounts??? I don't want to commit to downgrading if it isn't the right product. TIA

[Sean_DC]

Hi @MareeD 

Thank you for your post. I'm sorry to hear you had a hard time reaching out to support. No worries, I will be glad to assist you moving forward. 

There are ways you can reduce your costs by making sure you’re using the best solution for your needs. Visit https://www.myob.com/au/comms/business/accountright-data-file-subscription-update/what-do-i-need-to-... for more information on the options available. We can also offer help to reduce the impact if you’re experiencing financial hardship, you can submit a request via My Account, and select Billing >> Financial hardship.

But just to answer your question on live chat, you can see it by going to Contact us | MYOB and wait until a green chat icon on the lower right appears. The Bank Account you might be referring to is the bank feeds you can connect to your account. This doesn't relate to chart of accounts you will be using to record transactions or journal entries.

Please feel free to post again. I'm happy to assist further.

If my response has answered your enquiry please click "Accept as Solution" to assist other users in finding this information.

[MareeD]

Thanks for your reply Sean, I appreciate it!

I am still unable to see the Live Chat green button using Chrome, so will try another browser and see if that helps. Yes, a change of browser to Microsoft Edge has allowed the Green chat button to show now, so obviously Chrome has some issues with allowing it to show. It is a bit ridiculous that there is no phone option though, or that the numbers give a recorded message saying it isn't working?

Your answer about the Bank Accounts helps, it seems that changing to Business Lite might be the answer for me. Do you suggest I do a free trial before deciding on a change? I pay annuallly so my renewal isn't due until November, so I assume I don't have to make any changes until then. Otherwise there is very little notice for people needing to make changes by 1st June!

Thanks for your help.

[Hannah_V]

Hi, @MareeD thank you for letting us know, I apologized for this inconvenience. 

Regarding the Live Chat option, can you please clear the cache of your Google Chrome and then try to access Contact us | MYOB hover your mouse to the bottom part and click Customer Support, after clicking this, the chat bottom will appear at the right part of your screen. If it's not appearing, kindly use Microsoft Edge as an alternative and we'll report this issue to the relevant team. 

In changing your subscription, it is much ideal to try the free trial first for you to know the difference between the current subscription that you have.

Please let us know how this goes on your end. 

Regards,

Hannah

[MareeD]

Hi Hannah,

I have cleared the cache but still don't have the chat button in Chrome, so will use Edge for now instead.

Maree

[Hannah_V]

Hi, @MareeD I understand.

We will further check about this. In the meantime, kindly use Microsoft Edge if you'll reach out through our live chat.

Also, please don't hesitate to post your inquiry in Community Forum so that we can help you. 

Appreciate your patience.

Thank you!