Isaiah_C
MYOB Moderator
Joined 3 years ago
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Re: CANCEL SUBSCRIPTION
Hi Andrew_L_2026, We understand why you’re asking, especially as you’ve been contacting us about this for several months and are still seeing monthly charges. While we can’t confirm that this is a known, widespread issue with the cancellation and refund process, your case is still being followed up. We’re currently handling a high volume of requests, which has caused some delays in reviewing and completing cases like yours. We don’t have an exact timeframe to provide at this stage, but please keep an eye on your email for any updates regarding your case. Regards, Sai0Views0likes0CommentsRe: Tax-free threshold update
Hi SamMar, If the employee wants to stop claiming the tax-free threshold, they should give you a completed Withholding declaration, rather than a new tax file number declaration. You don’t need to manually send a new TFN declaration to the ATO. Once you’ve received the updated declaration, change the employee’s tax table in MYOB to the non-tax-free option, which will apply to future pays. You can also check MYOB’s PAYG tax tables guide for the steps. Regards, Sai9Views0likes0CommentsRe: Generating reports - Payroll and GST
Hi Everyone, I'm sorry to hear you’re having trouble generating your payroll and GST reports. We don’t have any reported issues with report generation at the moment, so could you try clearing your browser’s cache or opening MYOB Business in another browser? You can also check the MYOB Status Hub for any ongoing issues. Regards, Sai4Views0likes0CommentsRe: Difficult to cancel subscription
Hi KimvV, I'm sorry to hear you’ve had trouble getting through to us. I can see that you’ve already created a support case about cancelling your subscription or changing your plan to read-only. Our relevant team will assist you as soon as they’re available. Thanks for your patience in the meantime. Regards, Sai3Views0likes0CommentsRe: Pay Super – Future-Dated Payments and Bank Feed/Reconciliation Issue
Hi LC1Bk, Thanks for raising this again and for explaining the impact when payroll is processed ahead of the employee payment date. I understand that while the payroll can be future-dated, the Pay Super amount is debited as soon as the payment is authorised, which can create cash-flow and month-end reconciliation issues. Pay Super doesn’t support scheduling a payment for a future date. The payment date entered in Pay Super is used for recording and reporting purposes, but the direct debit is processed on the date the batch is authorised. We don’t have a confirmed timeframe for when true future-dated Pay Super payments will be available. Your feedback has been recorded for consideration by our product team. For now, the workaround is to create and authorise the Pay Super batch on the date you want the funds to be debited. You can still process and record the payroll in advance, then submit the related super contributions when appropriate. Regarding the “Processing payment” status, a bank debit confirms that the payment has entered the clearing process, but it doesn’t necessarily mean the payment has been fully processed by the clearing house and allocated to each super fund. Pay Super payments generally take around 3–5 business days to clear, although we recommend allowing up to 7–10 business days, particularly where weekends, public holidays or fund processing times are involved. The bank-feed transaction may also take some time to appear, so it may not be available for matching or reconciliation immediately after the debit. Please avoid submitting the batch again, as this could result in a duplicate payment. If you’re using AccountRight, you can also try refreshing the status by going to Pay Super > Settings, signing in if prompted, closing the Settings window and returning to Manage Payments. If the payment is still showing as “Processing payment” after 7–10 business days, or if a super fund confirms it hasn’t received the contribution, reach out to our live chat support through our virtual assistant, MOCA, or submit a case via My Account so the payment can be investigated. Regards, Sai9Views0likes0CommentsRe: Payroll - Create new employee
Hi SUSUSO, Thanks for getting back to us. The payroll limit is based on the number of unique employees paid within each calendar month, so the count should start again for October. The inactive employee from September shouldn’t prevent you from paying a new employee in October. If you’re still unable to save the employee or send the onboarding invite, please contact our Support team via Live Chat or submit a case through My Account, so we can check why the October limit hasn’t updated correctly. Regards, Sai13Views0likes0CommentsRe: Bank Feeds
Hi Everyone, Sorry to hear you haven’t received yesterday’s bank-feed transactions for BNZ. If the transactions are already showing in your BNZ online banking, they’ll generally come through to MYOB on the next business day during business hours. It’s also worth checking that the bank feed is still active and that no filters are hiding the transactions. This article covers the checks to run: Missing bank feed transactions. You can also check the Bank Feed Updates board for any known delays. If the transactions are still missing more than one business day after appearing in your bank account, reach out to our live chat support through our virtual assistant, MOCA, or submit a case via My Account so the team can investigate further. Regards, Sai19Views0likes0CommentsRe: Assist not uploading captured items to my account
Hi Dennis25, Sorry to hear your receipts aren’t uploading in the new MYOB Assist app, especially as this worked for you previously. Receipts captured in MYOB Assist should sync to your MYOB account and appear in the browser for review and approval. As you’ve already reinstalled the app and tried email forwarding, it sounds like the upload step isn’t completing as expected. Could you please check that you’re signing in to MYOB Assist with the same MYOB account linked to your subscription? If the receipts still don’t appear, reach out to our live chat support through our virtual assistant, MOCA, or submit a case via My Account so we can then investigate this further. Regards, Sai29Views0likes1CommentRe: Automatic Reminder sent for Invoice Already Paid
Hi SDuddy, I'm sorry to hear that an automatic reminder was sent for an invoice that had already been paid and reconciled. As the invoice was showing as paid on the reminder, it definitely shouldn’t have been sent. While reminders can sometimes be queued before a payment status updates, the fact that this payment was made over a week ago means this needs further investigation. We’ll need to review the invoice payment allocation and reminder activity to see why it was included. Please reach out to our live chat support through our virtual assistant, MOCA, or submit a case via My Account so they can investigate this further and check whether any other paid invoices have been affected. Regards, Sai28Views0likes0CommentsRe: Staff unable to view timesheets in MYOB Team app
Hi DNAFIN, Sorry to hear you’re seeing the same issue. We’re aware of this issue and are working to fix it, but we don’t have an estimated timeframe yet. I’ve created a case for this issue and added your account as affected. We’ll update you once we have any further changes. Regards, Sai13Views0likes0Comments