Account FAQs

Answers to questions about your account, payments and support options

I need to update my company details. How can I do this?

You may update your business or personal details by logging into my.MYOB.

Please note that only authorised account contacts are able to make changes to the company details.

Where can I view information regarding my registered MYOB products?

You may view this information by logging into my.MYOB at http://my.myob.co.nz.

Once logged in, go to the My Products menu and select My Products

You will be able to see:

  • The serial numbers associated with each MYOB Product
  • The version of your MYOB products
  • Yourcurrent MYOB businesSUPPORT (support) status

When I log into my.myob, I can update all my details except my company name. Why?

MYOB requires written authorisation from the original owner or director of the company that purchased the software before we can make the requested changes.

Please complete the Serial Number Removal Form (PDF 642KB) form with the relevant information. We are happy to receive this paperwork via fax or scanned email.

Prior to submission, kindly ensure all required supporting documentation is provided. The process takes approximately 5 days, and you will receive a confirmation via email once it is completed.

I need to change my company number, but my company name remains the same? How can I change this?

MYOB require written authorisation from the original owner or director of the company that the software is licenced to before we can make the requested changes.

Please complete the Change of Details (PDF 73KB) form. We are happy to receive this paperwork via fax, or scanned email, although you may post it if preferred.

Prior to submission, kindly ensure all required supporting documentation is provided. The process takes approximately 5 days, and you will receive a confirmation via email once it is completed.

I have sold my business, along with my MYOB software. What do I need to do?

Your MYOB software may be sold to the new owner of the business, or anybody else. In order to change the details of the person or business the software is licenced to, we require written authorisation via a Change of Details (PDF 73KB) form.

We are happy to receive this paperwork via fax or scanned email.

Prior to submission, kindly ensure all required supporting documentation is provided. The process takes approximately 5 days, and you will receive a confirmation via email once it is completed.

If you have sold the software along with your business, or to someone else, it is important that this Change of Details form is filled in by yourself, as well as the new owner, prior to losing contact with them. If the documentation requested is not supplied, we will not be able to offer support to the new clients, as we will not recognise them as the new owners.

I have purchased a new business and MYOB software was already installed. What do I need to do?

If you intend to continue using the MYOB software, you will need to decide if this was included in the purchase of the business, or if the previous owner simply intended to leave the file/data.

Should the business have been purchased along with the MYOB software, then a Change of Details (PDF 73KB) formneeds to filled in and submitted, and this should be done as soon as possible so we can transfer the software to your name. It is also important to do this whilst you can still contact the previous owner, as his signature is required in order to process the request.

If it is a case of the previous owner simply leaving you the file, you will need to make your own purchase of the full box of MYOB software, which you can do by contacting us on 0800 60 69 62.

However - because the file will have a different serial number in it to the product you have just purchased, you will also need to follow what is known as a Serial Number Removal Process.

If this is the case, please download the Serial Number Removal Form (PDF 642KB) now and email it. Please note: we are unable to follow this process without your new product being registered first.

I have paid my account twice. How can I organise a refund?

You need to contact Customer Service directly, but in order to speed the process, please include the following information:

  • Serial Number
  • Account Name
  • Payment Method
  • Date of payment
  • Amount

Please contact customer service with this information on 0800 60 69 62 during business hours.

When double payment is visible against the account, we can organise a refund quickly. Your refund will be processed using the same payment method that you originally used.

I do not have a credit card and therefore cannot pay using a Credit Card. What are my other options?

MYOB also accept payments via cheque and EFT (Electronic Funds Transfer).

Please contact us for a quote which has the details of the alternative payment options. Please email sales@myob.co.nz with your request.

I pay my MYOB businesSUPPORT monthly, but need to change my credit card details. How do I do this?

To update your credit card expiry date only, please log into my.MYOB to make these changes.

If you have a new credit card number, please either complete the Change of Billing Details request form (PDF 487KB) or contact the Customer Service team on 0800 60 69 62.

I am on a monthly billing account for MYOB businesSUPPORT, but I no longer run the business and wish to stop. What do I do?

Please send your request directly to sales@myob.co.nz.

We require written authorisation from you, which includes your full contact details and serial number. Requests must be received 5 working days prior to the first of each month; failure to do so will result in a further month’s MYOB businesSUPPORT plan payment being processed.

Remember, your initial contract for monthly billing is for a minimum of twelve months – we cannot accept requests to discontinue your subscription if you have not met this.

How do I know that my payment has been received by MYOB?

If you already have the current MYOB software program, and are just renewing your MYOB businesSUPPORT, a tax invoice will be generated almost straight away, and will be sent to the email address listed on the account.

For product downloads, a tax invoice will be emailed to you as soon as payment has been received. For shippable items, a tax invoice will be emailed when the goods have been shipped.

Please allow 3-5 working days to receive your goods once the order has been placed.

Where can I view MYOB’s refund policy?

To view MYOB’s refund policy, please goto this page.

I did not receive my software upgrade CD. How do I get it?

MYOB now sends software upgrades via download by default, if you have requested a CD to be shipped, please log into my.MYOB and confirm your shipping details are correct.

If the wrong address is on file, please take a moment to update them, then email your request to sales@myob.co.nz requesting a replacement CD for the software upgrade.

I have lost my CD and need to reinstall MYOB. Can I purchase a replacement?

Replacement CD’s for MYOB software are available for purchase at a cost of $30.00 + GST and freight.

You can either email your request to sales@myob.co.nz or call 0800 60 69 62 during business hours. The fastest way to pay is via credit card and delivery is between 3-5 working days.

We no longer provide replacement CD’s for sunsetted versions (those older than 3yrs). Please contact the Customer Service team on 0800 60 69 62 or sales@myob.co.nz for upgrade options.

I need assistance with installing my MYOB software or help using the program. Where can I go for assistance?

There are a number of support options available, please view our Support section for more information.

What will I receive with my MYOB businesSUPPORT subscription?

MYOB businesSUPPORT is a comprehensive support subscription that gives you the software, support and services to keep your business operating efficiently and profitably.

Find out more about MYOB businesSUPPORT.

Can I purchase additional user licenses for my multi-user MYOB software? If so, how much does it cost and how do I go about it?

Additional workstation licences are available for AccountRight Premier, AccountRight Enterprise or AccountEdge Network Edition. These are available for a one off cost of $299.00 per two users.

You can either send an email to sales@myob.co.nz or call 0800 60 69 62 to arrange a purchase.