Page tree

 

 

 

Close

How satisfied are you with our online help?*

Just these help pages, not phone support or the product itself

0
1
2
3
4
5
Very dissatisfied
Very satisfied

Why did you give this rating?

Anything else you want to tell us about the help?

We know how important your financial data is to your business. In fact, you probably can't afford to be without it.

MYOB offers a number of services to help you get back up and running as quickly as possible, including data file repair, serial number removal, password reset, and online backup recovery (for AccountRight online files only).

Find more information on each service from the options below:

Data file repair

If your data file has become corrupt and you don't have a back-up you can request the data file repair service.

This service is available for classic AccountRight versions (v19 and earlier), and AccountEdge.

What is a data file corruption?

A data file corruption means your company file contains incorrect information. This may have been caused by network or environment related issues. If your data file is corrupt you might receive a "Test Error", "Termination Code" or "Index Error".

Is my data file corrupt?

To check if your file is corrupt, verify and optimise your company file (File > Verify Company File and File > Optimise Company File). These utilities check your company file for structural damage and data integrity. For best results, perform the optimisation and verification on the computer where your company file is stored.

Important - For best results, perform the optimisation and verification on the computer where your company file is stored.

If you can't optimise or verify successfully, your data file may be corrupt and you’ll need to restore your most recent backup. If you don't have a valid backup you can request your data file to be repaired.

Important - Repairing data files is a complex procedure and therefore we cannot guarantee that we’ll be able to repair your file or that all data will be retrieved.

Call us for more information or to request this service.

Service options, pricing, and turnaround times

We offer a premium and standard service, with different turnarounds and pricing, and offer a discount to if you have a current support plan.

 Premium serviceStandard service
Cost, with support plan$383$181
Cost, without support plan$790$394
Turnaround time24 hours3 to 4 working days

For the quickest turnaround, the recommended payment method is by credit Ccrd. BPay, EFT and cheque may cause a delay of up to 72 hours or longer for the return of your file.

How do I request the service?

To request this service, please contact us on 1300 555 123 (Monday to Friday, 9am to 5pm Melbourne time).

Password reset

From time to time, it may happen that a password previously entered into a company file becomes unknown. This may be due to changes in staff or due to the password being mistyped at the time it was set.

MYOB’s password reset service will get you back up and running, and is available for the following products:

  • The new AccountRight (v2011 and later)
  • Classic AccountRight (v19 and earlier)
  • AccountEdge

We can reset your password, and it might need you to send us your file to do it.

  • For online AccountRight company files, we can reset your password over the phone.
  • For other versions, you’ll need to send us your company file so we can reset the password.

Call us for more information or to request this service.

Cost and turnaround times

For online AccountRight company files, resetting the Administrator password costs $31 including GST. Payment is required via credit card when you call to request the service, and the password is reset over the phone when you call.

For other products we offer a standard service, and a premium service with a faster turnaround time. There is a discount if you are subscribed to an MYOB support plan, and for additional data files after the first. Additional files need to be part of same request and submitted at the same time.

 Premium serviceStandard service
Cost, with support plan$120 for the first file, $24 for each additional file.$61 for the first file, $12 for each additional file.
Cost, without support plan$263 for the first file, $48 for each additional file.$131 for the first file, $24 for each additional file.
Turnaround time4 hours3 to 4 working days

For the quickest turnaround, the recommended payment method is by credit card. All other payment methods BPay, EFT and Cheque may cause a delay of up to 72 hours or longer for the return of your file.

How do I request the service?

To request this service, please contact us on 1300 555 123 (Monday to Friday, 9am to 5pm Melbourne time).

Serial number removal

If you have an incorrect serial number in your company file, you’ll have issues activating and confirming the file. For more information on product activation and confirmation, please refer to Product Activation FAQs.

To overcome this issue, you can send your company file to MYOB to perform a serial number removal. Once we’ve completed this service, you’ll be able activate your data file with the correct serial number.

MYOB’s serial number removal service is available for the following products:

  • Classic AccountRight (v19 and earlier)
  • AccountEdge

If you’re using AccountRight 2013.3 or later, you can change your serial number from the Help menu in AccountRight.

Call us for more information or to request this service.

Cost and turnaround times

We offer a standard service, and a premium service with a faster turnaround time. There is a discount if you are subscribed to an MYOB support plan, and for additional data files after the first. Additional files need to be part of same request and submitted at the same time.

 Premium serviceStandard service
Cost, with support plan$55 for the first file, $24 for each additional file.$32 for the first file, $12 for each additional file.
Cost, without support plan$116 for the first file, $48 for each additional file.$61 for the first file, $24 for each additional file.
Turnaround time4 hours3 to 4 working days

For the quickest turnaround, the recommended payment method is by credit card. All other payment methods BPay, EFT and Cheque may cause a delay of up to 72 hours or longer for the return of your file.

How do I request the service?

To request this service, please contact us on 1300 555 123 (Monday to Friday, 9am to 5pm Melbourne time).

Backup retrieval

This service is only available for online AccountRight company files. Because our online storage system is backed up regularly, we can retrieve a backup copy of your company file from a previous date.

This service shouldn’t replace your own backup routine. After all, it’s a lot quicker and easier (and cheaper!) to restore your own backups than using this service. Our online backup retrieval service is more of a last resort.

Online AccountRight company files are only backed up if changes have been made since the previous system backup, so there won’t necessarily be backups for every online company file for every day.

Call us for more information, or to request this service.

Cost and turnaround times

When you call to request this service, we’ll start the retrieval process straight away. It can take up to two hours to retrieve a backup, depending on the size of the file. We’ll contact you when your backup file is ready and provide instructions on how to access it.

The cost is $49.95 (incl. GST). For the quickest turnaround, the recommended payment method is by credit card. All other payment methods (BPay, EFT and cheque) may cause a delay of up to 72 hours or longer for the return of your file.

How do I request the service?

To request this service, please contact us on 1300 555 123 (Monday to Friday, 9am to 5pm Melbourne time).

Click here to read our privacy disclosure statement.