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 retrieval (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 backup you can request the data file repair service.
This service is available for MYOB Business and MYOB Business AccountRight files. Please note, AccountEdge and AccountRight Classic (v19) files can only be repaired as part of an upgrade to MYOB Business AccountRight. If you want to move your data to MYOB Business, learn about our migration services.
Contact us for more information about data file repairs or to request this service.
What is a data file corruption?
A data file corruption means your company file contains incorrect or corrupted information. This may have been caused by network or computer related issues. If your data file is corrupt you might receive errors.
If you are using AccountRight Classic (v19) or AccountEdge, you may receive a "Test Error", "Termination Code" or "Index Error". Try fixing these by verifying and optimising your company file (File > Verify Company File and File > Optimise Company File). These tools check your company file for structural damage and data integrity. For best results, perform these tasks on the computer where your company file is stored, and not over a network.
If the issue persists in AccountRight Classic (v19) or AccountEdge, it can only be fixed by upgrading to a newer version of AccountRight or MYOB Business.
If you're experiencing these issues in the latest version of AccountRight or MYOB Business, you can request for your data file to be repaired.
Pricing
This service is free with a current MYOB subscription if you're using MYOB Business or the latest AccountRight desktop software.
How do I request the service?
Submit a support request via My Account (click Contact Support), or contact our team.
Password reset (online files)
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 Online Password Reset service will get you back up and running, and is available for MYOB Business and MYOB AccountRight (online company files only).
Contact us for more information or to request this service.
Pricing
For MYOB Business and AccountRight online company files, resetting the Administrator password costs $31 (incl. GST). Payment is required via credit card when you contact us to request the service.
How do I request the service?
Submit a support request via My Account (click Contact Support), or contact our team.
Password reset (offline files)
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 Offline Password Reset service will get you back up and running, and is available for the following products:
MYOB Business AccountRight (offline files)
AccountRight Classic (v19 and earlier)
AccountEdge
You'll need to send us your file to be able to reset the password.
Contact us for more information or to request this service.
Service options
We offer two service levels:
Premium service (24 hour turnaround)
Standard service (3 business day turnaround)
Pricing
The cost is based on the service you choose and if you have a current MYOB subscription.
Premium service | Premium service | Standard service | Standard service | |
With subscription | No subscription | With subscription | No subscription | |
First file | $120 | $263 | $61 | $131 |
Additional file | $24 | $48 | $12 | $24 |
How do I request the service?
Submit a support request via My Account (click Contact Support), or contact our team.
Serial number removal
If you have the wrong serial number in your company file, you’ll have issues activating and confirming the file.
To fix this issue, you can send your company file to us to remove the serial number. We'll then activate your file with the correct serial number.
This service is available for MYOB Business AccountRight company files.
If you use AccountRight 2013.3 or later, you can change your serial number from the Help menu in AccountRight.
Contact us for more information or to request this service.
Turnaround time
3 business days
Pricing
This service is free with a current MYOB subscription if you're using MYOB Business or the latest AccountRight desktop software.
How do I request the service?
Submit a support request via My Account (click Contact Support), or contact our team.
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.
Contact us for more information or to request this service.
Turnaround times
When you request this service, we’ll start the retrieval process straight away. If you lodge the request on a weekday before 4pm (Australian Eastern Standard Time), the process should be complete by the close of business on the next business day. Outside of these hours, the request will be processed before the close of business the following business day (excluding public holidays).
We’ll contact you when your backup file is ready and provide instructions on how to access it.
Pricing
The cost for this service 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?
Submit a support request via My Account (click Contact Support), or contact our team.