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Frequently asked questions
Cancel MYOB: The Right Way
How to cancel MYOB and recover your refund in new zealand
What is MYOB and why cancellation might be right for you
MYOB is a cloud and desktop accounting platform widely used by New Zealand businesses for bookkeeping, payroll, invoicing, and financial management. The service offers products including MYOB Business, AccountRight, and Solo mobile apps, serving sole traders through to mid-sized enterprises.
You can access MYOB via subscription-based cloud services or as a paid desktop licence, depending on your business structure and preferences. Many New Zealand business owners depend on MYOB for daily financial operations, yet circumstances change-costs may become unaffordable, your business may downsize, or you may have found software better suited to your needs.
Yafee specialises in guiding New Zealand businesses through service cancellations with legal precision. Whether you're consolidating accounting systems, cutting expenses, or switching to a competitor, understanding your cancellation rights under New Zealand consumer law ensures you exit cleanly and recover any refund due to you.
Common reasons to cancel MYOB
You might cancel MYOB if subscription fees no longer align with the features you actively use, your business has outgrown the product's capabilities, or a software update has diminished the service quality. Some business owners cancel after discovering a more affordable or feature-rich alternative, or when consolidating their accounting infrastructure with a different provider.
Whatever your reason, proceeding with knowledge of the process prevents surprise charges and ensures you retain access to your financial data during transition-a critical safeguard under the Consumer Guarantees Act 1993.
Why MYOB cancellation can be complex
MYOB's cancellation process involves multiple routes depending on how you subscribed-directly via the MYOB website, through the App Store, or via mobile app billing. The company's refund policy is notably strict for partial billing periods, and you have only 30 calendar days after cancellation to export your financial data before MYOB may restrict your access.
Yafee has supported thousands of New Zealand consumers through these obstacles. This guide walks you through each cancellation method, your legal entitlements, and the critical steps you must take to protect your business data and secure any refund owed to you.
Your consumer rights under new zealand law
Your cancellation rights are grounded in the Consumer Guarantees Act 1993 and the Fair Trading Act 1986, which protect you against unfair contract terms and ensure you receive accurate information about cancellation procedures.
What the consumer guarantees act guarantees
The Consumer Guarantees Act 1993 entitles you to services that are of acceptable quality, fit for purpose, and delivered within a reasonable timeframe. If MYOB fails to meet these guarantees, you have the right to cancel and claim a refund, even outside any cooling-off period.
Furthermore, if MYOB has misrepresented its cancellation policy or hidden charges, the Fair Trading Act 1986 allows you to pursue remedies through the Commerce Commission or Small Claims Tribunal. MYOB cannot enforce unfair cancellation clauses that contradict these statutory protections.
Cooling-off rights and your position
If you subscribed to MYOB online or at a distance (not in person), you have a 14-calendar-day cooling-off period to cancel without penalty under the Consumer Guarantees Act. This period begins the moment your contract is formed, so act promptly if you wish to exercise this right.
After 14 days, your cancellation rights depend on whether MYOB's terms permit cancellation and what notice period is required. Yafee recommends reviewing your subscription agreement for the cancellation clause before you proceed.
Your legal position
You hold the legal right to cancel MYOB provided you comply with the cancellation method outlined in your contract and give required notice (typically 10-14 calendar days before renewal). If MYOB refuses to process your cancellation or withholds a refund unjustly, you can lodge a complaint with the Commerce Commission or pursue a claim in the District Court (for amounts up to NZD $15,000) or Small Claims Tribunal (up to NZD $5,000 with limited evidence).
Document all cancellation requests, confirmation emails, and correspondence. This evidence is essential if you need to escalate your dispute.
Cancellation methods and which route to choose
MYOB offers three primary cancellation channels: self-service via your online account, direct contact with support, and postal notification-each with distinct timescales and confirmation protocols.
Self-service cancellation via your online account
The fastest and most reliable cancellation method is through your MYOB web account. This route typically processes within minutes and generates an immediate email confirmation, creating a clear audit trail for dispute resolution.
- Open your web browser and navigate to myob.com.
- Ensure you use the correct regional URL (myob.com/nz for New Zealand services).
- Sign in using your registered email address and password.
- If you cannot access your account, use the "Forgot Password" link to reset credentials before proceeding.
- Locate the "My Products" or "Subscriptions" section on your dashboard.
- This section typically appears in the main navigation or account settings.
- Identify the MYOB product you wish to cancel (for example, AccountRight, MYOB Business, or Solo).
- If you hold multiple subscriptions, ensure you select the correct product.
- Select the cancellation option or "Manage Subscription" button next to your product.
- Some plans may display a "Cancel Subscription" button directly; others require you to open product settings first.
- Review the cancellation summary MYOB presents.
- Confirm your current billing period, renewal date, and access end date.
- Note any warning about data retention-MYOB typically allows 30 days post-cancellation to download your financial records.
- Confirm your cancellation request by clicking the final submission button.
- Do not close the browser or navigate away until you see a confirmation message.
- Save or screenshot the confirmation page, then retrieve the confirmation email MYOB sends within minutes.
- Store this email in a dedicated folder for your records.
Critical timing note: Cancel at least 10 calendar days before your next renewal date. If you cancel within this window, MYOB may charge you for the next period before processing the cancellation. Check your invoice or account page for the exact renewal date.
Cancellation by contacting MYOB support
If you cannot locate a self-service cancellation option (some enterprise or older plans do not permit online cancellation), contact MYOB support directly by phone or chat.
- Visit myob.com/nz/support or the "Contact Us" section of the MYOB website.
- For New Zealand customers, use the regional support portal to access local phone numbers and chat services.
- Select your preferred contact method: live chat, phone, or email.
- Phone cancellations are fastest; ensure you call during New Zealand business hours (typically 8:00am-6:00pm NZDT).
- Provide MYOB support with your account email, product name, and customer ID (if available).
- Have your most recent invoice or account statement ready for reference.
- Clearly state that you wish to cancel your subscription and request confirmation of the cancellation effective date.
- Do not allow the representative to negotiate or offer discounts unless you intend to stay.
- Ask the representative to email you a written cancellation confirmation.
- Confirm the end date of your access and the date by which you must export your data.
- Request the cancellation reference number and note the date and time of the call.
- This information will be essential if MYOB charges you again or denies processing your cancellation.
Cancellation by post
You may also cancel MYOB by sending a written notice by post. This method creates a formal record and is useful if MYOB disputes whether you submitted a cancellation request.
- Compose a letter or email stating your intention to cancel.
- Include your full name, account email address, customer ID, and the product you are cancelling.
- State your desired cancellation effective date (at least 10 calendar days from the date you send the notice).
- Request written confirmation of cancellation.
- Send the notice to MYOB's registered office in New Zealand.
- Postal address: MYOB, Penrose, Auckland. (Use this address for cancellation notices; the street address in Auckland CBD is for general enquiries only and may not process cancellations promptly.)
- Send the notice by registered post or courier (not standard mail) to create proof of delivery.
- Request a tracking number and signature confirmation.
- Retain the proof of delivery and a copy of your cancellation letter.
- This evidence is critical if MYOB disputes receipt or timing.
- Allow 5-7 business days for MYOB to receive and process your notice.
- Follow up by email or phone if you do not receive written confirmation within 7 business days.
Cancellation timing and avoiding unwanted charges
Timing your cancellation correctly is essential to prevent MYOB charging you for an additional billing period you do not intend to use.
When to submit your cancellation request
Submit your cancellation request at least 10 calendar days before your subscription renewal date. MYOB's systems require this notice period to disable your recurring charge and prevent the next billing cycle.
If your renewal date is, for example, 15 March, you must submit your cancellation by 5 March at the latest. Check your invoice or account settings to confirm your exact renewal date.
What happens after you cancel
Once MYOB processes your cancellation, your access to the service continues until the end of your current billing period. After that date, you cannot log in to the platform.
You have 30 calendar days from the cancellation date to download and export all your financial records, client data, invoices, and payroll information. After 30 days, MYOB may delete your data or restrict your access to downloaded content. Yafee strongly recommends you export your data immediately after cancellation-do not wait until the final days.
Refunds and what you can expect
MYOB's refund policy depends on your subscription type and the point in your billing cycle at which you cancel.
Standard refund circumstances
If you cancel within the 14-calendar-day cooling-off period (for online subscriptions), MYOB must refund your subscription fee in full. If you cancel after the cooling-off period, MYOB typically does not refund any portion of the current billing period-you paid for that period upfront, and the company retains the fee.
Nevertheless, if MYOB fails to provide the service quality promised, you may claim a refund as a breach of the Consumer Guarantees Act. In such cases, escalate your dispute through the Commerce Commission.
Refund timescales
MYOB processes refunds within 7-10 business days of approving your claim. The refund is returned to your original payment method (credit card, debit card, or bank account). Check your bank statement 10-14 business days after cancellation; if the refund does not appear, contact MYOB immediately with your cancellation confirmation and request a refund status update.
Refunds for subscriptions via app store or google play
If you subscribed to MYOB through the Apple App Store or Google Play Store, you cannot cancel directly with MYOB. Instead, you must cancel through your App Store account settings. Apple and Google process refunds independently, typically within 7-10 business days.
Common mistakes to avoid during cancellation
Cancelling MYOB cleanly requires attention to detail-small oversights can lead to unnecessary charges or data loss. Yafee has guided thousands of New Zealand businesses past these pitfalls.
Failing to note your renewal date
Many customers cancel too late and are charged for an additional period. Check your invoice or account page for the exact renewal date, then cancel at least 10 calendar days before that date. Set a reminder on your phone or calendar one week before renewal as backup.
Confusing cancellation with account deletion
Cancelling your subscription is different from deleting your account. When you cancel, your access ends at the renewal date, but your account record remains with MYOB. You can always reactivate if needed. Deleting your account is permanent and may prevent you from recovering data. Do not delete your account unless you are certain you will never need MYOB again.
Neglecting to export your financial data
This is the most critical mistake. You have only 30 calendar days after cancellation to download your invoices, client records, payroll data, and financial statements. After 30 days, MYOB may restrict your access or delete your data entirely. Export everything on the day you cancel-do not procrastinate.
Cancelling via support without requesting written confirmation
If you cancel by phone or chat, always ask the support representative to send you a written confirmation email. Verbal confirmations leave no record if MYOB later disputes whether your cancellation was processed. Obtain a cancellation reference number and note the date and time of your call.
What to do after cancellation
Cancelling MYOB is only half the task-your work continues after the cancellation is submitted. Yafee recommends following this post-cancellation checklist to protect your business transition.
Secure your data immediately
On the day you cancel, download all your financial records from MYOB. Export your data in formats compatible with your new accounting software (typically CSV, Excel, or PDF). Save backups to your computer, cloud storage (Google Drive, OneDrive), and an external hard drive. Do not rely solely on MYOB's servers.
Verify the cancellation was processed
Check your account 2-3 business days after cancellation to confirm it appears as "Cancelled" or "Inactive". If it still shows as "Active" or "Pending Renewal", contact MYOB support immediately-your cancellation may not have been processed.
Monitor your bank account
Watch your bank statement or credit card for charges in the days and weeks following cancellation. If MYOB charges you again after cancellation, contact your bank to dispute the transaction. Provide your cancellation confirmation email as evidence. Your bank can reverse the charge within 120 days under the Payment Card Industry Data Security Standard (PCI-DSS).
Set up your new accounting system
Import your MYOB data into your new software provider immediately. Test the import to ensure all records transferred correctly. Reconcile your accounts to confirm no data was lost in the transition.
Pricing and subscription tiers
Understanding MYOB's pricing structure helps you calculate whether any refund is due and ensures you cancel at the optimal point in your billing cycle.
| Product | Billing frequency | Approximate cost (NZD) | Refund policy |
|---|---|---|---|
| MYOB Business (cloud) | Monthly or annual | $35-$65 per month | Full refund within 14 days; no refund after 14 days for current period |
| AccountRight (desktop/cloud) | Annual | $200-$400 per year | Full refund within 14 days; pro-rata refund available on appeal for quality issues |
| Solo (mobile app) | Monthly or annual | $15-$25 per month | Full refund within 14 days; no refund after 14 days |
| MYOB Essentials | Monthly | $25 per month | Full refund within 14 days; no refund after 14 days |
| MYOB Premium | Monthly | $55 per month | Full refund within 14 days; no refund after 14 days |
| Payroll (add-on) | Monthly | $20-$30 per month | Full refund within 14 days; no refund after 14 days |
Contact information and escalation
If MYOB refuses to process your cancellation or wrongfully retains a refund, you have formal escalation routes under New Zealand consumer law.
MYOB contact details
For cancellations by post, address your notice to:
MYOB
Penrose
Auckland
New Zealand
For online cancellations and support inquiries, visit myob.com/nz/support or use the live chat feature on the MYOB website. Phone support is available during New Zealand business hours; the support page lists current phone numbers and hours of operation.
Escalation to the commerce commission
If MYOB refuses to cancel your subscription, ignores your cancellation request, or withholds a refund without legal justification, lodge a complaint with the Commerce Commission (the New Zealand regulator for consumer protection and fair trading).
Visit www.comcom.govt.nz, navigate to the "Make a complaint" section, and submit a detailed complaint including:
- Copies of your cancellation request(s) and all emails from MYOB.
- Proof of payment (invoices, bank statements).
- The cancellation reference number or confirmation email from MYOB (if applicable).
- A clear description of what went wrong (e.g., "MYOB charged me after I cancelled" or "MYOB refuses to process my cancellation request").
The Commerce Commission investigates complaints at no cost to you and can compel MYOB to process your cancellation or issue a refund.
Small claims tribunal or district court
If the amount in dispute is up to NZD $5,000, you can apply directly to the Small Claims Tribunal without legal representation. For amounts above NZD $5,000 (up to NZD $15,000), file a claim in the District Court.
Submit your claim through your local District Court office. Include all documentation proving your cancellation request and MYOB's failure to process it or refund you.
Why yafee can help you cancel with confidence
Cancelling MYOB involves navigating multiple contact methods, understanding strict refund policies, and protecting your business data-all while staying within legal timescales. Yafee specialises in guiding New Zealand businesses through service cancellations with precision and authority.
Yafee has helped thousands of consumers cancel subscriptions, recover refunds, and escalate disputes to the Commerce Commission when necessary. Our guides ground every step in New Zealand consumer law, ensuring you know your rights and can act decisively.
Use this guide to cancel MYOB cleanly: self-serve via your account (fastest), contact MYOB support if you cannot self-cancel, or send a formal notice by post if you require a written record. Export your data within 30 days, verify cancellation within 2-3 business days, and monitor your bank account for unwanted charges.
If MYOB refuses to cancel or withholds a refund, escalate to the Commerce Commission or Small Claims Tribunal. Yafee has helped thousands of New Zealand businesses exercise these rights successfully and recover what they are legally owed.
Important warning
- Yafee cannot guarantee that the recipient will process your request.
- Yafee cannot guarantee the accuracy of content modified by the user.
- Yafee cannot prevent the recipient from disputing the legal scope.
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