Manage Myob

How to cancel MYOB and secure your refund in new zealand

What is MYOB and why you might want to cancel

MYOB is a suite of cloud and desktop accounting software widely used across New Zealand for bookkeeping, payroll, invoicing, and business management. The platform serves businesses of all sizes through products like MYOB Business, AccountRight, and the Solo mobile app.

You access MYOB either through subscription-based cloud services or as a paid desktop licence, depending on which product you choose. Many New Zealand business owners rely on MYOB for day-to-day financial operations, but sometimes the software no longer fits your needs, costs become unsustainable, or you've found a better solution.

Whether you're downsizing your business, switching to a competitor, or simply cutting expenses, Stopee is here to guide you through the cancellation process with clarity and confidence.

When cancellation makes sense

You might cancel MYOB if the subscription fee no longer justifies the features you use, you've outgrown the product, or you've discovered software better suited to your business. Some business owners cancel after a major software update they dislike, or because they've consolidated their accounting with a different provider.

Whatever your reason, understanding the process upfront helps you avoid surprise charges and retain access to your financial data during the transition.

What makes MYOB cancellation tricky

MYOB's cancellation policy isn't always intuitive. You have multiple cancellation routes depending on how you subscribed (web account, app store, or mobile app), and the company's refund policy is notably strict for partial periods. Additionally, you have only 30 days after cancellation to export your data before MYOB may restrict access-a critical window you cannot afford to miss.

Stopee has helped thousands of consumers navigate these exact obstacles, and we'll walk you through each step to ensure you cancel cleanly and recover any refund you're entitled to under New Zealand consumer law.

How to cancel MYOB via your account

The fastest and most reliable way to cancel MYOB is through your online account on the MYOB website.

Cancel via web account (My account)

1. Open your web browser and visit myob.com.
2. Sign in with your MYOB account email and password.
3. Navigate to the "My Products" section from your dashboard.
4. Locate the product you want to cancel (e.g., AccountRight, MYOB Business).
5. Select the cancellation option next to your product subscription.
6. Review the cancellation summary-MYOB will confirm your current billing period and access end date.
7. Confirm your cancellation request by clicking the final submit button.
8. You will receive a confirmation email within minutes; keep this for your records.

Pro tip: Cancel at least 10 calendar days before your next renewal date. If you attempt to cancel within this window, MYOB may not process the request in time, and you'll be charged for the next period. Check your invoice or account page for the exact renewal date.

Warning: Some MYOB plans do not allow self-service cancellation online. If you cannot find a cancellation button in your My Account dashboard, skip to the phone or postal methods below.

Cancel by contacting MYOB support

1. Go to the MYOB support page at myob.com/nz/support (for New Zealand).
2. Select "Contact us" or the chat option to reach a support representative.
3. Clearly state that you want to cancel your subscription and provide your account email, product name, and customer ID (if you have it).
4. Ask the representative to process your cancellation and to provide a cancellation confirmation via email.
5. Request the cancellation effective date and confirm it is before your next renewal.
6. Thank them and request a follow-up email summarising the cancellation request.

Pro tip: Call MYOB support during business hours (usually 9 AM to 5 PM, Monday to Friday, NZST) for faster resolution. Have your account details ready when you call.

How to cancel MYOB if you subscribed via app stores

If you signed up for MYOB Solo or another MYOB product directly through the Apple App Store or Google Play Store, you must cancel the subscription through the app store itself, not through MYOB's website. This is because the app store, not MYOB, controls your billing and renewal.

Cancel MYOB on iOS (Apple app store)

1. Open the Settings app on your iPhone or iPad.
2. Tap your Apple ID banner at the top of the Settings screen.
3. Select "Subscriptions" from the menu.
4. Find and tap the MYOB Solo or MYOB subscription in your active subscriptions list.
5. Tap "Cancel Subscription" at the bottom of the product screen.
6. Choose a reason for cancellation (optional but helpful for your records) and confirm by tapping "Confirm".
7. You will see a confirmation that your subscription will end on a specific date-note this date.

Pro tip: Apple will continue charging you at your next renewal date unless you cancel before that date. The App Store will show you the exact renewal date when you view the subscription details.

Cancel MYOB on android (Google play store)

1. Open the Google Play Store app on your Android device.
2. Tap the profile icon in the top right corner.
3. Select "Payments and subscriptions" or "Manage subscriptions".
4. Tap "Subscriptions".
5. Find MYOB Solo or your MYOB subscription and tap it.
6. Tap "Cancel subscription" and confirm the cancellation.
7. Google Play will confirm your access ends on the next billing date.

Warning: Do not delete the MYOB app from your device before cancelling the subscription. Deleting the app does not cancel the subscription, and you will continue to be charged.

How to cancel MYOB by post

If you want a paper trail or your online cancellation failed, you can cancel MYOB in writing and post your request to their New Zealand office.

Postal cancellation steps

1. Prepare a signed letter on your company letterhead (or personal letterhead) stating your intention to cancel your MYOB subscription.
2. Include the following information:
   • Your full name (or business name if applicable)
   • Your MYOB customer ID (visible on your invoice)
   • The email address associated with your MYOB account
   • The product name you are cancelling (e.g., AccountRight, MYOB Business)
   • Your desired cancellation date
   • Today's date
   • Your signature (if posting a physical letter)
3. Post your letter to: PO Box 12940, Penrose, Auckland 1642, New Zealand.
4. Use registered mail or a courier service that provides proof of delivery.
5. Keep a copy of your letter and proof of postage for your records.
6. Allow 10 to 15 business days for MYOB to process your cancellation request after receipt.
7. Watch for a confirmation email from MYOB once they have processed your cancellation.

Pro tip: Always use the PO Box address for cancellation by post. MYOB's street address in Auckland CBD is for general enquiries only and may not process cancellation requests reliably. Registered mail ensures you have proof that MYOB received your cancellation letter.

Warning: Postal cancellations take longer than online or phone cancellations. If your renewal date is fewer than 15 days away, contact MYOB by phone or use the online method to cancel faster.

MYOB refund policy and your consumer rights

Understanding MYOB's refund rules and your legal rights in New Zealand is essential before you cancel.

What MYOB's standard refund policy says

MYOB's standard position is that it does not refund or credit partial subscription periods. This means if you cancel mid-month or mid-year, you will not receive money back for the unused portion. You retain access to your account until the end of your current paid period, but no refund follows.

MYOB's Sales and Services Agreement states this clearly: you pay for each billing period in full, and cancellation does not trigger a pro-rata refund unless the agreement explicitly allows one or New Zealand consumer law requires one.

When you may be entitled to a refund

Despite MYOB's strict policy, New Zealand consumer law and specific contract terms create exceptions where you can claim a refund.

• Major service failure: If MYOB software fails significantly or becomes unusable, you may be entitled to a refund or compensation under the Consumer Guarantees Act 1993. A major failure means the software does not perform its essential function (e.g., you cannot access your accounting data or the app crashes constantly).
• Service discontinuation or material change: If MYOB discontinues or materially changes your product and you terminate your subscription as a result, MYOB's agreement may entitle you to a refund for unused prepaid fees.
• Misrepresentation: If MYOB misled you about features, compatibility, or performance when you signed up, you may have grounds for a refund under the Fair Trading Act 1986.
• Billing error: If MYOB charged you incorrectly or without your authorisation, contact support immediately to dispute the charge and request a reversal.

How to request a refund from MYOB

1. Document the reason for your refund claim (e.g., service failure, discontinuation, billing error).
2. Gather evidence: screenshots of errors, emails about service changes, invoices, and proof of payment.
3. Contact MYOB support via email or phone and clearly state your refund request and the reason.
4. Reference the specific clause in MYOB's Sales and Services Agreement or the relevant consumer law (e.g., "Consumer Guarantees Act 1993, Section 17").
5. Provide all supporting documents and keep copies of all correspondence.
6. If MYOB refuses within 10 business days, escalate to the Consumer Protection Authority or seek advice from Stopee on whether to pursue a dispute through the Commerce Commission or small claims tribunal.

Pro tip: Refund requests are more successful when you provide specific dates, evidence of the problem, and a reference to the relevant consumer protection law. Vague complaints are easy for MYOB to dismiss.

What happens after you cancel MYOB

Cancellation is not the end of your relationship with MYOB-you have critical tasks to complete in the days after you cancel to protect your financial data.

Your access and data export window

After you cancel, MYOB typically grants you 30 days to download and export all your data (invoices, receipts, payroll records, transaction history, etc.). This 30-day window is non-negotiable and closes permanently. Once it expires, you may lose access to years of financial records.

Export your data immediately upon cancellation, not on day 29. Technical issues, file corruption, or unexpected barriers can emerge, and you want a buffer.

How to export your MYOB data

1. Sign in to your MYOB account while you still have access (before the 30-day window expires).
2. Navigate to "Settings" or "Admin" depending on your product.
3. Look for an "Export", "Download", or "Backup" option.
4. Select the data you want to export (usually "All data" is the safest option).
5. Choose a file format: MYOB typically offers CSV (comma-separated values) or PDF formats. CSV is best for importing into another accounting system.
6. Download the exported file to your computer and save it in at least two locations (e.g., your hard drive and cloud storage).
7. Verify the exported file is complete by opening it and spot-checking key transactions or customer records.

Warning: Do not rely on MYOB support to retrieve your data after the 30-day window closes. MYOB will not recover deleted or archived data outside this period. Stopee strongly advises you to export data within 48 hours of cancellation to avoid any risk.

Inform your accountant and financial contacts

If your accountant or business partner accesses your MYOB account, notify them of your cancellation in advance. They may need to export their own copies of reports or prepare for a transition to a new accounting system. A brief email to relevant parties prevents confusion and keeps your financial workflow uninterrupted.

Pricing and MYOB plan options

Understanding MYOB's pricing tiers helps you decide if cancellation is truly the right choice, or if downgrading to a lower plan might save money while preserving access.

Common MYOB plans and costs in new zealand

These are approximate costs based on 2024 New Zealand pricing. MYOB adjusts prices regularly, and bundle discounts apply if you purchase multiple products. Check myob.com/nz for exact current pricing before you decide to cancel.

Alternative options before cancellation

Before you cancel entirely, consider whether downgrading to a cheaper plan makes sense. If you are paying for features you no longer use, dropping from Premium to Basic could save $40-$80 monthly while preserving your data and MYOB access. Contact MYOB support to downgrade your plan without cancelling outright.

Common mistakes to avoid when cancelling MYOB

Cancelling software feels straightforward, but small mistakes can cost you money, access to data, or valuable time chasing refunds.

Mistake 1: cancelling via app store but not contacting MYOB directly

Many users cancel their MYOB subscription through the Apple App Store or Google Play, assuming the app store cancellation is sufficient. However, your MYOB account on myob.com may remain active, and you might be charged again if MYOB has you listed as an active customer. Always cancel through both the app store and MYOB's account portal to be absolutely certain.

Mistake 2: missing the 10-day notice deadline

MYOB requires at least 10 calendar days' notice before your next renewal date. If you cancel on day 11 (with 9 days left), MYOB may process the cancellation for the following billing period, meaning you pay again. Check your invoice for the exact renewal date and cancel well before that date.

Mistake 3: not exporting data before the 30-day window closes

The 30-day data export window is your only guaranteed chance to retrieve your accounting records from MYOB. Many users assume they can download their data anytime after cancellation and are shocked when they try six months later. Export data within 48 hours of cancellation, not on day 29.

Mistake 4: ignoring refund entitlements under consumer law

New Zealand's Consumer Guarantees Act and Fair Trading Act protect you even when MYOB's terms say "no refunds." If MYOB software fails significantly or the service is materially different from what you were promised, you have legal grounds for a refund. Don't accept a "no refund" response without documenting the reason and exploring your consumer rights.

Mistake 5: deleting the MYOB app before cancelling

Uninstalling the MYOB app does not cancel your subscription. If you pay via the app store, the subscription persists until you cancel within the app store itself. Keep the app installed until cancellation is confirmed.

Checklist before and after cancellation

Use this checklist to ensure your MYOB cancellation is complete and your data is safe.

MYOB cancellation address and contact details

Keep this information for your cancellation request by post or if you need to escalate a dispute.

Postal address for MYOB cancellation (New zealand)

PO Box 12940, Penrose, Auckland 1642, New Zealand

Use this address only for written cancellation requests. MYOB's street address in Auckland CBD is not suitable for cancellations.

MYOB customer support contact

Visit myob.com/nz/support to access the live chat, call the support line, or submit a support ticket. Support hours are typically Monday to Friday, 9 AM to 5 PM NZST.

If MYOB refuses your refund: escalation options

If MYOB denies your refund claim and you believe you have legal grounds, contact the Commerce Commission (comcom.govt.nz) or seek advice from a consumer advocate. Stopee has helped thousands of consumers escalate disputes with software providers and can guide you on whether your case meets the threshold for a complaint to the Commerce Commission or small claims tribunal.

Final thoughts: you are in control of your cancellation

Cancelling MYOB is straightforward when you know the process and your rights. The key is to cancel at least 10 days before renewal, export your data within 48 hours, and pursue any refund claim if MYOB has breached consumer law or its own contract.

Remember: MYOB relies on customers not following through on cancellation or not exporting their data. Don't be that person. Act decisively, document everything, and hold MYOB accountable if they charge you after your cancellation date or deny a refund you are legally entitled to.

Stopee has helped thousands of consumers cancel subscriptions, recover hidden charges, and navigate refund disputes with software providers. If you have questions about your MYOB cancellation or need help pushing back against a refund denial, visit Stopee today. Your financial data and your money are too important to leave to chance.