Unable to access file

[MerriKirk]

3rd time this week I have been on hold.  First time, 1.5 hours then MYOB system hung up on me.  2nd time, 2.5 hours then system hung up on me.  Still currently sitting on hold for 3rd time and I am now at 2 hours & 53 minutes!!  I have been "next in que" for over 40 minutes - i think the staff have gone to lunch or something!!

All of this because MYOB thought it was a great idea to upgrade and I now have no file??  Have been using MYOB products for 30 years, but to have a whole data file lost with years of information and then not be able to get through to someone - absolutely disgusting and a call to Fair Trading will be my next call if i ever get off hold

[ChrisMYOB]

Hello @MerriKirk 

Welcome to the Community Forum.

I'm sorry about the experience you have had with our phone-based team. 

You will still have access to your file if your AccountRight has upgraded. are you able to please send me a Private Message containing screenshots of any errors that are popping up or showing that your file is no longer there? As well as the serial number for your subscription I will be happy to investigate further.

[MerriKirk]

After 3 calls and over 10 hours in total in wait times to be told I would receive a call back from the support team and for this not too happen is absolutely disgusting.  Apparently my file has been "lost"??  Since being told my file is lost, I have had no return calls and amazingly, I have had 2 invoices for future months' subscriptions.  Incredibly, i have even had one of the moderators of this forum contact me offering assistance but you guessed it...  since emailing the moderator privately on 2 occassions, true to MYOB's form.. i have had no response...   Years of financial data lost.  No answers.  No care.  No responsibility taken.   & all this to a customer who has been loyal to MYOB for 30 years...    ABSOLUTELY DISGUSTING.   I will personally go into their office in Richmond on Monday and sit there (probably all day) and try to get answers.  Whilst sitting there, I will be making a call to Fair Traders.

[Steven_M · Accepted solution]

Hi @MerriKirk 

I can see that your MYOB Essentials business has been marked as Cancelled. I have since marked that as Active for you. This should allow you to access your MYOB Essentials business as intended.

Do let us know how you get on with that now.

[MerriKirk]

Thank you and finally someone at MYOB who is able to do their job.