Frequently Asked Questions
From 1 June 2006, MYOB Australia will no longer be providing
phone-based technical support for certain earlier versions of MYOB
product, and will instead be focusing on providing support resources
for customers who are either:
- Subscribed to an MYOB Cover technical support program; or
- Registered users of the latest-version MYOB product; or
- Registered users of up to two versions before the latest-version MYOB product (except where an older version is more than three years old).
The following is intended to address some of the more detailed queries that some customers may have regarding this change in support policy.
How do I know whether my MYOB product is being supported or not?
If you are not subscribed to an MYOB Cover technical support program, or your version of MYOB product is three versions older (or more) than the current-version MYOB product, then your MYOB product will not be supported by MYOB Australia under the terms of the policy that will be in effect from 1 June 2006.
A table detailing the current support status of all MYOB products (including discontinued MYOB products) is provided on the MYOB Australia website.
MYOB Australia has been notifying all potentially-affected customers by email and fax. If you would like to receive similar notifications, MYOB Australia recommends that you keep your contact details up-to-date.
My MYOB product is no longer supported by MYOB Australia – what do I do if I need technical support?
If you are still using your MYOB product to run your business and anticipate requiring assistance in the future (for example during end of financial year), we recommend you subscribe to an MYOB Cover technical support program, which will provide you with an automatic upgrade to the latest version of your MYOB product, access to phone-based technical support and much more.
You can of course subscribe to MYOB Cover or simply upgrade to the latest-version MYOB product.
Alternatively, some MYOB Certified Consultants may provide on-site support for earlier-version MYOB products. Check the current list of MYOB Certified Consultants or consult your local Yellow Pages® directory for details.
Note that, irrespective of product version, MYOB Australia will continue to provide limited phone-based technical support if you require repairs to your MYOB product data file, require extra licences, require extra company file access or forget your password(s).
In addition, Technical Support Notes for older-version MYOB products will continue to be accessible via the MYOB Australia website.
Are there any specials for me to upgrade to the most up-to-date version of my MYOB product?
Over the years MYOB has provided many hundreds of thousands of customers with a range of special upgrade and support subscription offers. The current pricing of MYOB Cover represents the best value of any of these offers, with an automatic upgrade to the latest version of your MYOB product included in the price.
Depending on your current product, you can also upgrade to a product with more functionality, such as an integrated payroll or multi-level pricing inventory.
To establish which latest-version product is right for your business, either browse the Small Business Management products pages on the MYOB Australia website or call MYOB customer service during business hours on 1300 555 151.
I like the version of the MYOB product I've got – why can't I get phone-based technical support for this version?
Providing technical support resources for more than three versions of each MYOB product is a considerable commercial challenge. Each version requires its own dedicated phone-based staff, as well as technical product specialists who are constantly updating technical information (for instance, when older-version MYOB products are introduced to new operating systems such as Windows® XP®).
MYOB Australia has to balance the support needs of all of its 450 000+ customers, and unfortunately it is not possible to provide the full spectrum of support for each and every customer. Drawing the line at three versions back (including the current version) is a compromise that best meets the needs of most customers, especially those who have paid up front for an MYOB Cover annual support program.
Providing access to three years of support also assists those customers who are new to the MYOB software environment with enough time (namely, at least two annual 'business cycles') to familiarise themselves with their product's functionality.
Other major technology firms contain the issue by restricting support to two years or two versions (including the current version); MYOB Australia has elected to provide a further year of support.
If I upgrade to the current version, how long will I have until you stop supporting that program?
The change in policy effective 1 June 2006 will 'roll' with new versions of MYOB product. In other words, as a new version is introduced, customers who are using a version of MYOB product that is four versions back will no longer be able to access support from MYOB Australia.
MYOB Australia will endeavour to contact all potentially-affected customers by email and/or fax. If you would like to receive such notifications, MYOB Australia recommends that you keep your contact details up-to-date.
I'm going to stick with my current version of MYOB product – how do I get technical help now?
The extensive support documentation that was initially supplied with your MYOB product answers most questions that have been asked by customers over the years. Other material has been provided from time to time on the MYOB website, although this material has tended to cover only the most recent version of product.
Of course we understand that sometimes it can be easier to be talked through a problem, and many thousands of MYOB customers have benefited from the experience of an MYOB Certified Consultant visiting them on-site and taking them through procedures step-by-step.
Check the current list of MYOB Certified Consultants on the MYOB Australia website or consult your local Yellow Pages®directory for details of your nearest qualified consultant.
Will I be supported for other services such as data file repair and password extraction?
MYOB Australia will continue to provide limited technical support if you require repairs to your MYOB product data file (where your business data is stored), require extra licences, require extra company file access or forget your password(s).
I purchased my MYOB product with the understanding that I would always be able to contact you for support. Why this change?
MYOB is dedicated to providing small business owners with the best possible technological platform on which to run a business as efficiently as possible. This includes the ability to interact with the latest operating systems (such as Windows®XP® and Mac OSX®) and applications, as well as providing access to the latest relevant legislative information, such as Federal Government tax tables.
Support resources for software with all of these dependencies are not cheap, and MYOB Australia has had to balance the total support needs of all of its customers with the ability to provide these resources on demand at an acceptable price.
Demand on MYOB support resources is always consistently high, especially during the preparation of BAS documentation and the end of financial year.
Of course we don't know what a customer's needs are until we answer the phone, and a query from a customer who is using an older version of MYOB Accounting Plus and is trying to juggle the end of year payroll with tax tables that are several years out of date is going to take a lot longer to assist than a customer with the latest version who is simply trying to trace an account or an invoice.
Therefore, in trying to best meet the needs of all customers, MYOB Australia has decided to prioritise resources for those who have paid for their support up front, for those who have bought or upgraded to the latest version of an MYOB product, and for those up to two versions previous to the current version.
The introduction of this policy falls into line with software industry practise but provides customers with up to a year more of access to phone-based technical support in comparison to significant competitors.
I'm not using an MYOB accounting product but one of the more specialised packages that I bought more than three years ago. Does the change in support policy apply to my product?
The change in support policy applies to all MYOB small business products.
I use more than one MYOB product – one for the accounting and bookkeeping and another specialised product which I link back to the accounting product. Does this mean I have to keep upgrading both MYOB products every few years?
At the very least you should consider keeping the product which deals with the payroll up-to-date (through a subscription to MYOB Cover) so that you're always calculating your pay runs according to the latest tax tables.
As for the other MYOB product, if it provides a 'mission critical' role in your business, then you need to consider your future support needs and make a decision accordingly. It may be the case, for example, that you don't need to be on the latest version every year, and that you choose to upgrade every second year (or even every third year).
However, you should always consider the implications of linking software that might not be completely compatible and pay close attention to the respective minimum system requirements and other technical specifications.
What if MYOB doesn't develop a new version in three years – will support just drop off for that product too?
Some MYOB products, such as Best Books and MYOB FirstAccounts, have been discontinued for several years, while some of the more specialised MYOB products are far less frequently versioned than, say, the accounting and payroll products, which tend to change at least annually with Federal Government tax table changes.
In terms of the products with longer development cycles, MYOB technical support staff will continue to work closely with MYOB product development staff to ensure that the optimum level of support is provided for customers who have paid up front for an MYOB Cover support program.
If there is any change in the development status of an MYOB product, MYOB Australia will endeavour to contact every potentially affected customer, so if you wish to be notified of any changes, MYOB recommends that you keep your contact details up-to-date.