Manage Myob

How to cancel MYOB in south africa and protect your refund rights

What is MYOB and why you might cancel

MYOB is a subscription-based accounting software platform designed for small and medium-sized businesses across South Africa and beyond. The service offers invoicing, expense tracking, payroll management and other features delivered through cloud-based applications. You access MYOB via web, mobile app or dedicated Solo mobile subscriptions, depending on your business needs and preferred device.

MYOB charges you on a recurring billing cycle, and like any subscription service, you retain the right to cancel whenever your business circumstances change. Whether you're switching to a competitor, scaling your operations in-house or simply finding the software doesn't fit your workflow, Stopee understands that cancellation should be straightforward and transparent.

How MYOB subscriptions are sold

MYOB reaches customers through multiple channels, each with different cancellation pathways. You may have purchased your subscription directly from MYOB's website, downloaded the app from Apple App Store or Google Play, or engaged an authorised local reseller. The channel you used matters significantly because billing, support and cancellation procedures vary. Understanding where you bought your subscription is your first step toward a clean cancellation.

Why cancellation complexity matters to you

Many users discover that cancelling is harder than signing up. MYOB's multi-channel distribution means you cannot always cancel where you purchased. For example, if you bought through Google Play, MYOB cannot process your cancellation directly; Google must handle it. This fragmentation creates confusion and sometimes leads to unwanted charges. Stopee has helped thousands of South African consumers navigate exactly these situations.

Your consumer rights in south africa

South Africa's Consumer Protection Act (CPA) grants you statutory rights that sit above any MYOB terms and conditions. Understanding these rights empowers you to cancel confidently and claim refunds if MYOB fails to deliver.

Protection under the consumer protection act

The CPA requires that subscription services be supplied with reasonable care, skill and in a timely manner. If MYOB fails to meet these standards-such as persistent system downtime, unresolved billing errors or undelivered features-you may have grounds to cancel and recover charges. Additionally, the CPA gives you a 30-day cooling-off period for distance contracts (online purchases) during which you can cancel for any reason and receive a full refund, provided you notify MYOB within that window.

The cooling-off period applies to most web-based and app store purchases made in South Africa. This is not a gift; it is your legal entitlement. If MYOB's terms attempt to exclude this right, those terms are likely unenforceable under the CPA.

When to invoke your statutory rights

If MYOB refuses to honour a cancellation request or disputes a refund claim, cite the Consumer Protection Act and escalate to the National Consumer Commission (NCC) or your provincial consumer protection authority. Stopee recommends keeping all documentation-emails, invoices, screenshots of errors-so you can evidence your complaint if escalation becomes necessary.

Cancellation methods by purchase channel

Your cancellation path depends entirely on where you bought your MYOB subscription. Each channel has different rules and timelines, so identifying your purchase source is essential.

Cancelling an apple app store or google play subscription

If you downloaded MYOB Solo or another MYOB app and subscribed through the app store itself, MYOB cannot cancel your subscription directly. Apple and Google manage those subscriptions independently, so you must cancel through their platforms.

1. Open the Apple App Store or Google Play Store app on your device
2. Navigate to your account or subscription settings
   • Apple: Tap your profile icon, select Subscriptions, find MYOB, then tap Manage Subscription and choose Cancel
   • Google Play: Go to Settings, select Subscriptions, find MYOB, tap Cancel Subscription and confirm
3. Follow the on-screen prompts to confirm cancellation
4. You will receive a confirmation email from Apple or Google (not from MYOB)
5. Your access continues until the current billing cycle ends; no further charges will apply after that date

Pro tip: Take a screenshot of the cancellation confirmation. If charges continue after cancellation, you have evidence to dispute the charge with Apple or Google and escalate to your bank if needed.

Cancelling a MYOB website subscription via my account

If you subscribed directly through MYOB's website and manage your account at myob.com, you can cancel online in minutes.

1. Sign in to your MYOB My Account portal using your email and password
2. Navigate to My Products or Subscriptions (the exact label varies by product)
3. Locate your active subscription and select Cancel Subscription
4. MYOB may offer a retention discount or survey; you can skip these and proceed to confirm cancellation
5. Review the cancellation summary, which shows your final billing date and any remaining days of access
6. Click Confirm Cancellation and note the confirmation number and timestamp

MYOB requires that you provide at least 10 calendar days' notice before your next billing date to avoid the next charge. For example, if your next billing date is 25 January and you cancel on 12 January, you are within the window and no charge will occur. If you cancel on 18 January, the 10-day notice period has passed and you will be billed on 25 January.

Warning: MYOB's website does not always display cancellation clearly. If you cannot find the Cancel Subscription option, the account may be locked or suspended. In that case, contact MYOB support directly (see contact details below) rather than attempting to cancel through another method.

Cancelling a MYOB solo mobile subscription

MYOB Solo subscriptions are handled differently depending on your region and billing arrangement. Some Solo users are billed by MYOB directly, while others go through app stores.

1. Check your invoices or bank statement to identify who bills you (MYOB or Apple/Google)
2. If billed by MYOB: Call MYOB support on the number listed on your invoice or at myob.com
   • Provide your account email and subscription details
   • Confirm that you wish to cancel effective immediately or on a specific date
   • Request written confirmation by email within 48 hours
3. If billed by Apple or Google: Cancel through the app store (see previous section)
4. MYOB requires 10 calendar days' notice before the next billing date; inform the support representative of your desired cancellation date

Solo cancellations can sometimes take up to 48 hours to process, so do not assume your cancellation is complete until you receive written email confirmation from MYOB.

Cancelling if you cannot access your online account

If your account is locked, you have forgotten your password or the Cancel Subscription option does not appear, you have two paths forward.

1. Contact MYOB support through the available channels:
   • Use the MYOB Digital Assistant (chatbot) available on myob.com; escalate to a human agent if needed
   • Email MYOB support with your account details and a clear cancellation request
   • Call MYOB during business hours (check myob.com for current contact details)
2. If support does not respond within 5 business days, use the postal cancellation method as a backup:
   • Write a cancellation notice including your full name, email, account number, current subscription details and desired cancellation date
   • Sign the notice and post it to MYOB's registered address (see Contact and cancellation address section below)
   • Send via registered post or a courier service that provides proof of delivery
   • Retain the proof of postage; this is your evidence that you served notice on time

Pro tip: Email MYOB support simultaneously while preparing a postal notice. This creates a paper trail and signals to MYOB that you are serious about cancelling. Email cancellations are often processed faster than postal ones.

Timeline and what happens after cancellation

Cancellation does not happen instantly; understanding the timeline protects you from surprise charges and data loss.

Your access and the notice period

When you cancel, MYOB allows you to retain access to your account and data until the end of your paid billing cycle or the current subscription term. This grace period exists so you can export your records and transition to another accounting system. The exact duration depends on your billing cycle-monthly subscriptions end within 30 days, annual subscriptions within 365 days of your cancellation date.

Do not assume you will lose access immediately. Most users retain full access for the remainder of their paid period, which means you can continue using invoicing, reporting and other features during this window.

Data extraction and backup before cancellation

Before your access ends, you must export and back up all your accounting data. MYOB stores your invoices, expense records, payroll history and customer information in its cloud system. If you do not export these records, you risk losing years of business data once your subscription terminates.

1. Log in to MYOB and navigate to Settings or Administration
2. Look for Export, Backup or Download Data options (exact labels vary by product)
3. Select all periods and data types you wish to retain (invoices, bills, customers, transactions, reports)
4. Export in a standard format such as CSV, Excel or PDF where possible
5. Download the exported files to your computer and store them securely
6. Verify that the exported data is complete by spot-checking transaction counts and date ranges

Warning: Some MYOB products (such as Essentials) offer only a limited post-cancellation extraction window-sometimes as little as 30 days. After that window closes, you cannot recover your data from MYOB. Extract everything before cancellation is final.

Final billing and unexpected charges

After you cancel, MYOB will issue a final invoice for any remaining balance or proration. Review this invoice carefully against the cancellation confirmation. If you are charged after cancellation should have taken effect, dispute the charge immediately with your bank and contact MYOB to request a reversal.

Will you receive a refund

Refund eligibility depends on MYOB's contract terms, your statutory rights and the reason for cancellation.

MYOB's standard refund policy

MYOB generally does not offer refunds or pro-rata credits for unused subscription time. If you cancel mid-month or mid-year, you typically forfeit the remainder of your prepaid period. This is MYOB's stated position in most product terms and conditions.

However, this policy is not absolute. The Consumer Protection Act and specific contract clauses can override MYOB's no-refund stance, which is why understanding your rights matters.

Exceptions when you can claim a refund

You may be entitled to a refund or credit in the following circumstances:

• MYOB has failed to deliver the service as promised (persistent downtime, missing features, data loss, security breach)
• You cancellled within the 30-day cooling-off period following a new web-based purchase
• MYOB has materially breached the service agreement (for example, unauthorised price increases, unilateral terms changes)
• A contract clause explicitly permits refunds under certain conditions (check your signed agreement or product terms)
• You are eligible for a statutory remedy under the CPA due to MYOB's failure to comply with your rights as a consumer

How to request a refund from MYOB

1. Gather all evidence: invoices, bank statements, cancellation confirmation, screenshots of errors or service failures, support tickets, and any correspondence with MYOB
2. Draft a formal refund request email addressed to MYOB support, clearly stating:
   • Your account email and subscription ID
   • The amount you are requesting and the billing dates involved
   • The specific reason for the refund (service failure, cooling-off period, breach of contract, etc.)
   • Relevant CPA references if applicable
3. Send the email to MYOB support and request written confirmation of receipt
4. Allow MYOB 10 business days to respond; many refund requests are resolved within this window
5. If MYOB refuses or does not respond, escalate your complaint to the National Consumer Commission (NCC) or your provincial consumer protection body

Pro tip: Do not be aggressive or accusatory in your refund request. Phrase it as a formal but friendly inquiry. State the facts, cite the applicable law, and request a specific resolution. This tone increases the likelihood of approval without escalation.

Pricing, plans and contract terms

MYOB publishes pricing in Australian dollars and US dollars, but not in South African Rand on its public website as of 2025.

Finding local south african pricing

MYOB subscriptions typically range from basic solo bookkeeping products (lower cost) to comprehensive enterprise solutions (higher cost). The exact amount you pay depends on the product tier, number of users, and any add-ons you select.

Common mistakes when cancelling MYOB

Cancelling can feel frustrating when steps are unclear or outcomes are not what you expected. Stopee has seen countless South African users make preventable errors during cancellation.

Mistake 1: cancelling through the wrong channel

If you bought via Apple App Store but attempt to cancel on MYOB's website, your cancellation request goes nowhere. MYOB has no control over app store subscriptions, so your request is ignored or forwarded with no action. Always confirm your purchase source first-check your email confirmation or bank statement-then cancel through the correct platform.

Mistake 2: missing the 10-day notice period

MYOB requires 10 calendar days' notice before the next billing date. Cancelling on day 11 means you have missed the window and will be billed again. Calculate your next billing date from your invoice and work backward 10 days. If you are unsure, contact MYOB support to confirm the exact deadline.

Mistake 3: assuming cancellation is complete without written confirmation

Just because you clicked Cancel does not mean MYOB has processed it. Many users assume they are cancelled and are shocked when the next charge appears. Wait for a confirmation email. If it does not arrive within 24 hours, follow up with MYOB support.

Mistake 4: forgetting to export data before access expires

Users cancel, regain access for the remainder of their subscription, then forget to export their data before the access window closes. Once access ends, you cannot recover your records from MYOB. Export on the same day you cancel, not two weeks later.

Mistake 5: not disputing unauthorised charges immediately

If MYOB charges you after cancellation should have taken effect, dispute the charge with your bank within 40 days (the standard chargeback window). Wait longer and you lose the right to dispute. Contact your bank immediately and provide them with your cancellation confirmation and MYOB's failure to honour it.

After cancellation: your next steps

Cancelling MYOB marks an ending, but it also demands immediate action to protect your business and data. Stopee recommends these steps in the days and weeks following cancellation.

First 24 hours post-cancellation

• Receive and file your cancellation confirmation email from MYOB
• Verify that you can still log in and access your account during the grace period
• Check that no additional charges appear on your linked bank account or credit card

Within 7 days of cancellation

• Complete a full export and backup of all accounting data (see Timeline section above)
• Test the exported files on your computer to ensure they are readable and complete
• Save multiple copies: one on your computer, one on an external hard drive, and one in cloud storage (Google Drive, OneDrive, Dropbox)
• If migrating to another accounting system, begin data import and reconciliation

Within 30 days of cancellation

• Verify that your final invoice has arrived and matches the cancellation terms
• If any unexpected charges appear, contact your bank to initiate a dispute
• If you believe you are entitled to a refund, send your formal refund request to MYOB support

Ongoing monitoring

• For the next 90 days, monitor your bank statements for any MYOB charges
• If a charge reappears, immediately dispute it and contact MYOB to confirm the cancellation is still in force
• If MYOB re-activates your subscription without permission, contact your bank and escalate to the NCC

Mistakes to avoid and traps to watch for

MYOB's multi-channel distribution and complex billing structure create opportunities for dark patterns that work against you. Stopee wants you to recognise and sidestep these traps.

Trap 1: hidden auto-renewal and re-activation

Some users report that MYOB re-activated their subscription weeks after cancellation, often because the cancellation failed silently or was reversed due to a support error. After you cancel, set a phone reminder for one week before your original next billing date. Log into your account and confirm the subscription remains cancelled. If it has been re-activated, contact MYOB immediately.

Trap 2: retention offers that obligate you to keep paying

When you initiate cancellation, MYOB may offer a significant discount (30-50% off) to keep you subscribed. These offers are tempting, but they typically lock you into a new contract term. Only accept a retention offer if you genuinely plan to stay; do not accept it simply to avoid cancelling, as you will owe the discounted rate for the full renewal period.

Trap 3: support claiming they cannot cancel subscriptions from app stores

MYOB support representatives sometimes tell users (incorrectly) that they cannot cancel an app store subscription because MYOB does not manage it. This is true, but the representative should proactively guide you to the app store cancellation steps. If support refuses to help or does not provide clear instructions, escalate to a supervisor or use Stopee's guidance above to cancel yourself.

Trap 4: vague language around data retention and deletion

MYOB's terms often state that data will be "deleted after X days" post-cancellation, but do not specify whether "deleted" means permanently purged or archived. Before cancellation, ask MYOB support in writing whether your data can be recovered after the extraction window closes. Get a clear answer before you rely on it.

Checklist: cancelling MYOB safely

Use this checklist to ensure you cancel MYOB without error and protect your data and refund rights.

Contact and cancellation address

If you need to cancel via postal notice or escalate a refund dispute, use MYOB's registered address. Stopee recommends sending all postal cancellations via registered post or courier to ensure proof of delivery.

MYOB Holdings Pty Limited operates primarily from Australia, and South African customers are generally served through online channels or authorised local resellers. For a current postal address specific to South Africa, visit myob.com or contact MYOB support directly-addresses change, and you want to send your cancellation to the active, correct address.

If MYOB does not provide a South African postal address, send your cancellation notice to the primary registered office in Australia and retain proof of postage. Additionally, send a copy by email to MYOB support so there is no ambiguity about intent.

For refund disputes that MYOB refuses to resolve, escalate to the National Consumer Commission (NCC) at www.ncc.org.za. The NCC is your statutory consumer protection authority and has the power to compel MYOB to honour valid refund claims under the Consumer Protection Act.

Final thoughts: taking control of your cancellation

Cancelling MYOB requires you to navigate multiple pathways, timelines and potential pitfalls. But armed with the knowledge in this guide, you can cancel confidently and protect your rights as a South African consumer. Remember: your cancellation is valid once you have submitted it through the correct channel and received written confirmation. MYOB's complexity is not an excuse for them to ignore your request or continue charging you.

If you encounter resistance, delays or unauthorized charges, cite the Consumer Protection Act, document everything, and escalate to the National Consumer Commission if MYOB refuses to comply. Stopee has helped thousands of consumers cancel unwanted subscriptions and recover refunds by standing firm on their rights. You have the same power. Stopee empowers you to take action and protect your business finances with clarity and confidence.