MYOB

Pathetic customer service and cancellation process. No response to emails and automated emails with instruction which are not helpful. When called to cancel the subscription they hung up the call. I had a second thought to keep myob but now decided to move to Xero for better service.

Don't get caught! Don't sign up if you are not 100% sure.... nightmare to cancel. You have to call to cancel even though they say you can do this in your account, but as soon as you get to the cancellation team they hang up.... over and over. Ombudsman is pending now.

As a small business owner, I am appalled by MYOB's business practices and nonexistent customer support. ​MYOB automatically renewed my subscription and generated an unwanted $306.70 invoice. When I contacted support immediately upon finding out to cancel, the support team refused, claiming that if you don't cancel prior to the exact rollover… Read more

date, you are legally forced to pay for a full renewed period—even if you don't want the software, don't use it, and cancel immediately upon rollover.

​To make matters worse: ​No direct way to resolve issues: They provide no transparent direct email for support and push you into automated queues.

​Ignoring active disputes: I opened a formal support ticket, yet the dispute sits unanswered, their automated billing system continues to send payment notifications to pull funds.

Expecting a small business to pay hundreds of dollars for a cloud software service that has not been logged into or used for the period is predatory and completely breaches Australian Consumer Law protections against unfair contract terms. ​ I will to take steps with my financial institution to block their debit attempts because they refuse to action a basic cancellation request.

Small business owners beware stay far away!

The products are fine, however the service is terrible. If you need any assistance with your product, be prepared to wait 2.5 hours on the MYOB Help phone line! Who has the time to do this if you are running a business?!

Support are absolutely hopeless. Over 2 weeks waiting for them to upload my file to the new online subscription that they have forced me to upgrade too. Unless you are competent in this area, stay away from them. Are the worst customer support i have experienced.

Long time MYOB user (like 20 years +) but sad to say I am not a happy customer after the recent changes and ZERO response from multiple attempts to try and contact MYOB for help via requests, phone calls and Live Chats. Very sad. Not sure what I… Read more

am to do now. Plus my subscription rate increase from $90 to $120 only 3 months ago and since then no support, no help and no improvement on product. Not a happy customer :-(

Customer Supporter Nikki is a LEGEND – Nikki saved me from a week of follow ups through the on line support from which i only received confirmations of my contact. In few minutes she had things going in the right direction with a smile in her voice. She was totally professional, helpful and polite. She coached me through the entire set up process… Read more ·  1

and made sure all the extras were up and running too. Thank You Nikki, you saved my end of financial year week.

I’ve found MYOB really easy to use. All my key cashflow info is right there on the dashboard, invoicing is simple, and I’m loving the new MYOB Assist app - no more lost receipts and unclaimed expenses! Show reply

MYOB has an account Dashboard. But don't let it fool you, you can't do much there. You want to cancel subscription? You have to call and wait for hours. You want to change primary contact details? You gotta email the support? You want to do anything else? Not much you can do on the dashboard i'm afraid. i think it's a testament to how bad their product is that they make it really difficult for a customer to leave.

MYOB has now had more than a month to resolve a straightforward refund and cancellation request. MYOB have now totally resolved the problem in a professional way.

MYOB has the worst customer response service I have ever encountered. I have been hold for more than 20 minutes on three recent occasions. I am trying to cancel a subscription but they make the cancellation process almost impossible. I am on the phone again now. After ringing their "direct cancellation" number I ended up with their subscription… Read more

team, who then said they have to transfer my call to the cancellation team, but there is a 29 minute wait as they have a lot of callers. No wonder the cancellation team has a lot of callers. This company is incompetent.

Extremely annoyed. Cancelling subscription for MYOB is a painful long process. Unable to do this online. Have to call up and wait and wait and wait for someone to answer. Unacceptabe procedure.

I would give zero stars if I could, the rudest and worst customer service ever, they even told me why should I care if I've been overcharged its not my personal account, well its my business and I am the sols staff and yes it does matter.

Every little thing I want to learn how to do on MYOB takes me days, yes I said DAYS not minutes or hours, DAYS!!! It's really hard to get information online, and there is no human support... they just send you to useless comunity pages... I am really frustrated with this system. It is not a cheap membership, and I paid it thinking it would be… Read more

handy and save me time with bookkeeping and accounting, but every single time I need to do something for the first time it is an absolute nigtmare. And I consider myself smart enough to figure things out by myself normally. The way they designed the whole thing does not make any sense to me. Nothing is simple, everything is a huge drama. Even something like paying someone super, which is already annoying enough through standard methods, trying to do through MYOB took me over 3 hours, and guess what... FAILURE!!! Time lost! Never gettig it back!!! And I am not even mentioning other simple things like a GST payment (that you would think it'd be easy to do) it took me MONTHS to figure it out. And the only way you can do it is actually by creating a fake payment and a fake negative payment, like, guys we are in the AI fckn era, why can;t you do things in a user friendly way? And why are you guys stil alive? I'd think other companies would have taken over all your client base by now...

Very bad customer service, to cancel a subscription they say you absolutely HAVE to call them. Here is how that went: - Yesterday, I call the main support number, met with an AI bot asking me questions. - Finally talk to a live operator who says she will transfer me to the cancellation team. - Waited an hour and 13 minutes, the call dies, end of… Read more

the day so I went home - Today, I called again, AI bot redirected me to a live operator - She transfer me to the cancellation team again - 49 minutes later, the call disconnects

I'm trying again and currently 11 minutes in

Terrible, we cancelled in Feb 2026. Despite this kept getting charged. Contacted customer service and they say only Cancellations can cancel a subscription. Created a case file. No contact or action. Three times we rang Cancellations and each time on hold for an hour, then connection drops. Finally go back to customer service, only to be told… Read more

they can only credit back three months, even though we have confirmation email back in Feb. This company should be investigated by the ombudsman. !8yrs with myob. Never again. Now with Xero, no problems.

We cancelled our account on 06/08/2026. Received a confirmation email cancellation will take effect on 01/09/2026. Our card keeps being charged on 23/09/2026 and another bill is sent for 08/10/2026. Our account is still showing active, without options to cancel.

I wish I was able to give 0 or -0 for their customer service. You need to keep calling them or maybe 10-15 times, every call around 15-30 mins wait. When answered by their CSR, its difficult to communicate with them. Do not trust this company for customer service, they will never assist you. My subscription was renewed and they billed me on the… Read more

first day of subscription where you are not able to cancel it since they have this weird policy of not being able to cancel it once started.

MYOB is the perfect example of a business that makes money despite its shortcomings, ineptitude and incredibly poor service. I have called MYOB 3 times this week ( a total 8hours and 40 minutes on hold ) and twice last week for half that time on hold to cancel an account that I had cancelled about 1.5 years ago!! I have sent numerous emails… Read more

questioning invoices with no resolution. The idea that anyone should have to waste hours on hold to cancel their account is preposterous! I finally got connected to someone offshore who had roosters and babies making a racket in the background!! He told me I should have adhered to the terms and cancelled 10 days prior to the next billing cycle. I replied that if I hadn't spent +8+ hours on hold from Monday and MYOB had a decent system it would have been cancelled more than a week ago. Seriously MYOB!! You need to pick up your act and stop charging for stuff you don't do. So far I've paid God knows how much since the account was supposed to have been cancelled and now getting hit with another month.

I was a long-term MYOB customer. In 2021, with the introduction of Single Touch Payroll, I moved from MYOB AccountRight Plus to the online MYOB Essentials Accounting with Payroll program, which I believe is now called MYOB Business Pro. At the time, I genuinely believed this was the right move forward for my business. I cancelled my MYOB… Read more

subscription in 2021 and moved to Xero because I had simply become sick and tired of constantly having to work around MYOB's system limitations and the frequent, frustrating interruptions and shutdowns that seemed to occur regularly at the most inconvenient times. Before leaving MYOB, I did what I thought was the sensible and responsible thing, I took a backup of my accounting file.

Recently, I received a letter from the ATO requesting clarification regarding payroll and superannuation payments recorded in my old MYOB file. To my utter surprise, and frankly my extreme frustration, MYOB is now telling me that it cannot provide any service whatsoever to restore my backup file to a live MYOB server so that I can access my own historical business records.

The help desk's response was: "Due to product limitations we are unable to have the server restore your file." Their suggested solution? Contact the ATO for advice. Seriously, what planet are these people living on?

MYOB sells a business accounting product, including payroll functionality. Customers pay extra for that payroll service. Customers are encouraged to maintain backups of their accounting data. Yet, once you stop paying for the product, MYOB apparently provides no practical way to restore that backup and access the historical information contained within it. This is particularly outrageous when the issue relates to payroll and superannuation, where businesses have ongoing legal and tax record-keeping obligations. The payroll system calculated the superannuation, allocated the amounts to individual employees and facilitated the payment process. I paid MYOB to provide that functionality because I reasonably expected the system to maintain an accessible record of those transactions.

Now the ATO has asked me to clarify something from that period, and I am being denied access to the very records I need to answer them. Why should this suddenly become my problem?

I don't understand why the ATO is seeking clarification in the first place, but that is beside the point. If the ATO requires me to provide information about historical payroll and superannuation transactions, I should be able to access the accounting records that MYOB maintained while I was paying for its service.

What I find particularly unacceptable is that MYOB apparently never made it clear to me when I cancelled my subscription that if I ever needed to access that backup again, MYOB might not provide a supported way to restore it.

If MYOB's position is effectively, "You can back up your data, but once you stop paying us we may not provide you with a way to restore and access that data," then customers need to be told that clearly before they leave the platform.

I deeply regret choosing MYOB for my business accounting and payroll.

Businesses should not have to discover years later, when an ATO query or other legitimate record-keeping requirement arises, that their historical accounting data is effectively inaccessible because they no longer have an active MYOB subscription.

At the very least, MYOB should provide former customers with a practical and reasonably priced method of restoring their historical files in a supported environment, particularly where those records relate to statutory obligations such as payroll, taxation and superannuation.

My advice to other business owners is simple: don't rely solely on your accounting software provider to preserve your access to your own business records.

Keep hard copies and independent digital copies of your payroll records, superannuation records, financial reports and other important accounting information. Make sure you can actually read and retrieve those records independently of your software provider.

And before choosing an accounting platform, ask a very important question:

"If I leave your software in five years' time, will I still be able to access and restore my historical data?"

Get the answer in writing.

I would strongly encourage MYOB to reconsider its position and provide former customers with a proper mechanism to access their own historical accounting records. Taking customers' money for a business-critical service and then effectively locking them out of their historical data when they leave is, in my view, completely unacceptable.

DO NOT purchase this product if you ever want to cancel your subscription! I chose to use an alternative product and when my renewal was due I tried to cancel, I called, was cut off, not rung back. I lodged an online request multiple times. Finally they said they would cancel next year and promptly debited me another year! This was done before… Read more

the renewal date!

I lodged an appeal against the charge but NADA! no communication. It is despicable business practices and I will be taking it to the ACCC. Do not deal with this company!

Waste of money and time. The subscription is also almost impossible to cancel, making an already frustrating experience even worse. The support team repeatedly provided incorrect and conflicting information. Every time I spoke with a different representative, I received completely different guidance, often the exact opposite of what I had been… Read more

told previously. Despite having an active case registered, there seemed to be no consistency, communication, or ownership of the issue.

This resulted in unnecessary delays, wasted time, and additional costs. Instead of helping to resolve the problem, each interaction created more confusion due to the contradictory advice being provided. The lack of accountability and consistency was extremely disappointing.

The company seriously needs to improve staff training, internal communication, and customer support processes to ensure customers receive accurate and reliable information. Based on my experience, I would not recommend this service.

I have a premier subscription. That comes with priority support. Every case I log has been closed with no action taken and no response. Usually I am waiting for some kind of answer from them when they do this. The latest - "Your case has been sitting in a resolved state for a few days, and as we haven’t heard back from you, we’ve assumed there… Read more

are no further questions related to this request and have now closed the case." The latest one, I need to downgrade my subscription as I am not using the Premium features. They conned me into signing up for a new subscription at the lower level, then their team would perform a migration from the higher level to the lower level. Its been a week, I have heard nothing. I got my latest bill - still at the full subscription. Now I am paying for almost double (TWO subscriptions) and they closed my case with the above explanation. FMFL. Methodology - Do nothing, close the case make their KPIs as achieved while the customer gets screwed.