MYOB Reviews 397

Pathetic customer service, they make it unbelievably hard to cancel their subscription.
I told them that the company ceased to exist in November and abn was cancelled.
They removed/or hidden button from their website to cancel the subscription.
they keep invoicing and calling and asking to pay invoices for the ABN that does not exist, the lady on the phone who mumbled her name needs some training to understand these basics and complete a simple request to cancel without wasting time and offering to transfer around.

PLEASE AVOID THIS PROVIDER AT ALL COST!
Their product mediocre at best, and NOTE that they catch customers by an auto-renewing clause in their contracts. If you don't give notice at the exact correct time, you're tied in for another 12 months.

Also, anything queried with them takes 4-6 weeks for a response. Worst company ever to deal with!

so hard to cancel the subscription, i am a new customers, i went to their website, picked the solo / cheap option to start with , filled all the details including my card info and activate the sub , next step was to download the app , when i clicked on to that option its showed this app is not available in your country NZ. then why you let me buy your subscription if that service is not available in my country.

then i want to cancel the subscription it won't let you do it from your account settings. saying contact the helpline. total waste of time and money.its Christmas here most likely helpline will be close for few days if i forgot to contact them they will charge me again

I agree with the last few reviews. Coincidently I also had to switch to Xero due to my accountant using this software and not MYOB. I used MYOB for almost a year and it wasn’t too bad, but the moment you try to cancel they will continue to bill you even if you don’t use the service. You also cannot cancel yourself you need a MYOB team member to cancel and then they don’t cancel immediately, instead they cancel it at the end of the month so that they can charge you a further month that you don’t use their service software. Please avoid this company and listen to the reviews. I’ll take this up with AFCA to get refunded and resolved as multiple attempts to resolve through their incompetent billing team is just automated responses.

Buyer beware I am not using your software and you are still charging for the next 12 months even though I stopped using your product and contacted your help desk without a response before the due date. Please send a refund of the credit card and cancel my subscription this has not happened after multiple reach out to your team. I have emailed multiple times and you have not responded to me . Contact me and confirm the refund thank you. Update 20/12/25 I am still waiting on the refund and a confirmation call or email. Will remove review once refunded as it is unethical to take funds 1 year in advance. Buyer beware there are much better options. edit 13/1/6 Finally got a refund.

Let's talk about the elephant in the room:

CANCELLATION

This is where you will see MYOB's absolutely predatory and manipulative tactics at play. There is an option to cancel your account online - but it's universally known that nobody can actually use it. Instead it informs you that you must PHONE to cancel. For any online service, signed up for online, working online, most consumer law dictates that there is an expectation that a person - the account holder - be able to action a cancellation online.

MYOB meet this expectation. They simply make it impossible to use, and very much deliberately so. The 'phone call' is purportedly to see if there is any way the company can 'better help meet your business goals' but in addition to ensure that account holders can be guided through backing up their account data.

This backup option is generally hidden deep beneath the cracks of their portals.. Indiana Jones might have some luck finding the backup feature. McGyver maybe... Rambo?

The call is a RETENTION call. It's a lot cheaper to keep a customer on board than it is to onboard a new one. Retention is often more important than sales.

So look forward to being placed on hold for an extraordinary amount of time. Have your details handy, and generally prepare this answer for at least a few of the questions asked "I'm aware that this is a retention process. My reason for cancelling is this: I want to cancel my account". Don't be rude. Their call centre staff are pleasant and it's not their fault.

But yeah nah yeah nah... nah hey. I won't be dancing with MYOB anytime in the next thousand years. Treat your customers with contempt - Trust Pilot keeps a light shining on the scummy truth.

I have been using MYOB for a few years now and find it easy to use and the price is very competitive.

Terrible system. Every time I call to get help, I spent one hour being transferred to people that cannot help, it is frustrating, a waste of time. Useless system, it makes errors linking transactions just because teh amount is similar and when you try to get help to finx the system errors, you are made to wait very ling to get help. I am currently (literally) on the phone for 50 minutes, having been transferred three times and still not being helped

Update: Emailed the address listed in their response and still haven't heard anything. Seems to be just for show on review websites.

Update 1/12: Still no response from any emails or phone calls / callback requests. I have now received an automatic email informing me my account will again be debited this month. I JUST WANT TO CANCEL MY SUBSCRIPTION.

Update 1/12: I spent 40m on hold and finally got through to someone, it took a long time to get the cancellation processed, with a lot of resistance and redirection to the emails I received about calling the number to cancel. Finally it was done and a refund request raised, and when trying to clarify what happens from here to ensure I don't get debited on 8/12 as per the email I received today, I was spoken over and told to wait. I asked not to be spoken over and the staff member hung up on me. What pathetic service. MYOB this is disgusting and regardless of whether your products work or serve the purpose or not, this is enough to discourage ANYONE from engaging with you as a company.

I have been trying for weeks to cancel my MYOB subscription, and the experience has been incredibly poor.

Despite multiple written requests asking for my subscription to be cancelled — and for my account not to be charged again — MYOB has continued to debit my account with no acknowledgment of my concerns.

What makes this even more frustrating is that every response I received from MYOB was clearly a copied-and-pasted message telling me to “call the cancellation number.” Not once did anyone acknowledge that I had already called multiple times, waited on hold, requested callbacks that never came, and still couldn’t reach a real person. There was absolutely no recognition of the situation I was in or the support I clearly needed.

My first attempt to call involved a 25-minute wait before requesting a callback that never arrived — even after 90 minutes. The second attempt was a 45-minute wait before another missed callback. I explained all of this in writing, yet the repeated replies made it obvious that nobody actually read my emails.

Requiring customers to call to cancel a subscription is unreasonable when the phone support system doesn’t function, and continuing to charge my account despite my explicit written requests not to is unacceptable.

I am extremely disappointed by the lack of communication, accountability, and basic customer service. I hope that leaving this review finally prompts a real response and resolution.

I got MYOB just to test it out for my business and honestly I REGRET it so much. The product is NOTHING SPECIAL and there are better options but here’s the REAL PROBLEM. Trying to cancel is IMPOSSIBLE!!! Their website CLAIMS you can cancel online or by contacting support, but guess what? When you actually log in, there is NO CANCEL BUTTON, no link, NOTHING. I clicked EVERYWHERE and wasted so much time. Then they force you to CALL SUPPORT, so I tried that, and literally NO ONE ANSWERS. Just a stupid automated message saying nobody is free. No queue. No callback. Just NOTHING. Are you kidding me??? This is a COMPLETE JOKE.

I even emailed them, attached screenshots, EXPLAINED EVERYTHING and… SILENCE. At this point it 100% feels like a SCAM. They just want to TRAP YOU and KEEP CHARGING your card forever. The amount of wasted time and stress is unbelievable!!! If you value your money, your sanity, or even just basic honesty, DO NOT USE MYOB. The customer “support” is NONEXISTENT and they make it IMPOSSIBLE to leave. Unbelievable in 2025!!! If I could give ZERO STARS I would. DO NOT fall for it like I did.

They make it impossible for you to cancel. They don't allow you to cancel online, and when you try to call, they put you on hold forever. I've tried calling multiple times and each time on hold for 30+mins, and had to go to meetings so had to hang up...

I was trying the free trial, decided i'm not ready yet as we're still hiring.. and was planning to reactivate my subscription when ready... After this horrible experience, i'll be looking elsewhere..

Scammers! They will only allow you to cancel if you call and stay on hold for ages (they know most won’t bother!) and after cancelling - they continue to charge you! Not just the next month as per their “policy” - but every month until you complain, because they only put a temporary cancel on it, and after you check, they revert it back. I’m mind blown. After I cancelled again - they took more money out! How are they allowed to do this?? They ask all sorts of personal questions about your business hoping to stop you cancelling, they call to demand you log in to show you features of the software, and won’t let you decline even though you’re busy and not near a computer. I’m a qualified bookkeeper who was taught to use this software in Uni and I cannot express this enough - stay away from Myob!

Update 2/12/2025

Well, I was hoping to report back with a positive update, but true to form I've been let down yet again by MYOB support!
I'm not sure what country their support team is based in, but I suspect it's the Philippines (not that I have a problem with that, if the performance is there I don't care where they are based) and I further suspect that they are paid on a KPI basis, but without the 'Performance' aspect, based more on number of contacts with the customer.

After going around and around in circles with their so-called support, it became glaringly obvious that these people knew next to nothing about the software they were attempting to fix, and seemingly worked from a 'play book' of common issues that affected their newer software.
So, ultimately they were completely lost with legacy software. Not that it stopped them from messing me around for days on end.

I even asked them if I could send my company file to run the tool/script (that I know they have) over it to fix the problems, but was ignored.

In the end I gave up on them and will not bother contacting them again as it is a total waste of time!

If anyone is wondering, I ended up finding a company that has nothing to do with MYOB and from the first contact they understood the issues and had the tools to solve them.
Yes, we had to pay a moderate fee (nothing in the big picture) to have our issues sorted, by people that know what they are doing.

Why MYOB can't do this themselves is one of life's great mysteries!

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Another day another complete waste of time trying to get support from MYOB!
Having an issue upgrading to the new version of AccountRight SE from AccountRight Enterprise v19.8 (which is being forced upon customers by MYOB) and spent over 2 hours on the phone getting transferred to one department after another, all of which were incorrect and could not assist.

I'd say it was unbelievable, but sadly it isn't - this is exactly what I expected would happen and why I delayed trying to contact their 'support'.

So now I'm in the situation of being forced to upgrade to a new version of MYOB, but their software won't let me due to what I believe is a relatively minor issue, now I have no idea what to do...

After a couple of attempts to change ownership details, still no success. Furthermore no contact to resolve the transfer accept auto mated email to acknowledge receipt of request.

It's the best of a bad bunch. The help and training available for folks that ONLY want in for BAS and no bells or whistles is a but poor. A cut down version like the phones that they have for geriatrics and tiny children would be great.

I love it that I tailor it to suit my needs. Just a small home based business that just needs the basics, and that is all I have to pay for.

We are now 2.5weeks into requesting help with an issue with the system and it still hasn't been resolved. Still waiting to hear back from someone from the Specialised technical team