Software

How do I know whether my MYOB product is being supported or not?

If you are not subscribed to an MYOB Business Support Protection Plan, 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 ABSS under the terms of the policy that will be in effect from 1 January 2009.

A table detailing the current support status of all MYOB products (including discontinued MYOB products) is provided in the sunset policy section.

My MYOB product is no longer supported by ABSS, 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 Business Support Protection Plan, 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 Business Support Protection Plan or simply upgrade to the latest-version MYOB product.

Alternatively, some ABSS Professional Partners may provide on-site support for earlier-version MYOB products. Check the current list of ABSS professional partners.

Note that, irrespective of product version, ABSS 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 ABSS website.

Are there any specials for me to upgrade to the most up-to-date version of my MYOB product?

Over the years ABSS has provided many hundreds of thousands of customers with a range of special upgrade and support subscription offers. The current pricing of the MYOB Business Support Protection Plan 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 multi-level pricing inventory.

To establish which latest-version product is right for your business, either browse the small business products page on the ABSS website or call ABSS customer service during business hours on (603) 7983 8030.

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).

ABSS has to balance the support needs of all of its 700 000 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 Business Support Protection Plan 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); ABSS 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 January 2009 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 ABSS.

ABSS will endeavor to contact all potentially-affected customers by email and/or fax. If you would like to receive such notifications, ABSS 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 ABSS 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 ABSS customers have benefited from the experience of an ABSS Professional Partner visiting them on-site and taking them through procedures step-by-step.

Check the current list of ABSS Professional Partner on the ABSS website for details of your nearest qualified consultant.

Will I be supported for other services such as data file repair and password extraction?

ABSS 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 has this changed?

ABSS 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 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 ABSS 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 ABSS support resources is always consistently high, especially during the preparation of tax 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 Payroll software 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, ABSS has decided to priorities 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 practice 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 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 Business Support Protection Plan) 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 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, ABSS technical support staff will continue to work closely with ABSS product development staff to ensure that the optimum level of support is provided for customers who have paid up front for an MYOB Business Support Protection Plan.

A table detailing the current support status of all MYOB products (including discontinued MYOB products) is provided on the ABSS website.

If there is any change in the development status of an MYOB product, ABSS will endeavor to contact every potentially affected customer, so if you wish to be notified of any changes, ABSS recommends that you keep your contact details up-to-date.

Sunset Policy

Effective 1 January 2009

From 1 January 2009, ABSS will no longer be providing 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 Business Support 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

If you are not subscribed to an MYOB Business Support 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 ABSS under the terms of the policy that will be in effect from 1 January 2009.

Is your MYOB product affected?

A table detailing the current support status of all MYOB products (including discontinued MYOB business products) is provided on the ABSS website, as are answers to further questions regarding the changes to phone-based support.

Are you still using your MYOB product?

If you are still using your MYOB product to run your business and anticipate requiring phone-based assistance in the future (for example during end of financial year), we recommend you subscribe to MYOB Business Support, which will provide you with an automatic upgrade to the latest version of your MYOB product along with ongoing access to phone-based technical support and more.

Alternatively, some ABSS Professional Partners may provide on-site support for earlier-version MYOB products.

Technical Support Notes for older-version MYOB products will continue to be accessible on the ABSS website.

What services do you have access to if you are three versions and below?

Even if you are running your business on a version of an MYOB product for which ABSS is no longer providing phone-based technical support, ABSS may still be able to assist you with the following procedures.

Please note that these procedures incur a fee that will vary with the support status of your product. ABSS technical support staff will inform you of the fee when you discuss your particular issue with them.

Repairs to your product datafile

In the event of your MYOB product datafile (the database on which your business data is coded and stored) being corrupted or damaged, ABSS may be able to help you recover and restore you business data.

Purchase of further licences

If you run your business on a ‘multi-user’ MYOB product such as MYOB Premier or MYOB RetailManager and you would like to increase the number of people who can access your business data simultaneously, ABSS can provide further product licences.

Access to further company files

For customers who have bought or upgraded an MYOB product since April 2004, ABSS may grant access to further company files.

Password retrieval

In the event of a master administrator password to an MYOB datafile or a sub-password to an area of product authorisation (such as the payroll) being misplaced, forgotten or having moved on with a departing staff member, ABSS may be able to reset the password for the registered user of the product.

Site Key generator

Unfortunately we are unable to assist you with this request as this version is no longer supported by MYOB. The Site Key generator is an old technology that has been phased out by ABSS. We no longer provide this service which is covered under the ABSS Sunset Policy.

Which Products Are Affected By The Sunset Policy?

Please read down the left-hand column (in alphabetical order) to find your MYOB product and then across the columns to determine your direct support status.

Sunset Products - Table

MYOB product Latest version Other supported versions Non-supported versions
(Note: some MYOB Professional Partners may provide support)
MYOB Accounting v19 v18, v17 < v15
MYOB BusinessBasics v1.5 - -
MYOB FirstAccounts Discontinued product Product no longer supported Product no longer supported
MYOB Premier V13 V12, v11 v9
MYOB Powerpay Discontinued product Product no longer supported Product no longer supported
MYOB RetailManager v10 V7, v6 v5
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