Cancel MYOB: The Right Way to Secure Your Refund

How to cancel MYOB and recover 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 trusted by thousands of New Zealand businesses for bookkeeping, payroll, invoicing, and financial management. Whether you use AccountRight, MYOB Business, or the mobile app, the platform integrates with your daily operations to track income, expenses, and compliance obligations.

You may subscribe via the web, download a desktop licence, or access MYOB through app stores, giving you flexibility in how you work. However, if the cost no longer reflects the value you receive, your business has shifted direction, or you've found better-suited software, cancellation is straightforward once you know the right steps to take.

Tocancel exists to help you navigate this process with confidence. This guide walks you through every method to cancel MYOB, what to expect at each stage, and how to protect your financial data and refund entitlements under New Zealand consumer law.

Reasons you might cancel MYOB

Business owners cancel MYOB for many legitimate reasons. Your subscription fees may no longer justify the features you actively use, or your business has grown beyond the product's capacity. Some cancellations follow a major software update, consolidation with a different accounting tool, or a shift to a competitor with better pricing or functionality.

Whatever your reason, understanding your cancellation rights and the process upfront prevents surprise charges and ensures you retain access to your financial records during the transition.

Why MYOB cancellation can be complicated

MYOB's cancellation pathway is not always obvious to users. Your cancellation method depends on how you originally subscribed (web account, Apple App Store, Google Play, or desktop licence). The company's refund policy applies strict conditions to partial-period refunds, and critically, you have only 30 days after cancellation to download and export your data before MYOB may limit your access.

These obstacles are navigable with clear guidance. Tocancel has supported hundreds of New Zealand consumers through MYOB cancellation, and we'll ensure you cancel cleanly, meet all deadlines, and claim any refund your circumstances entitle you to.

Your consumer rights and what they mean for you

Under New Zealand's Consumer Guarantees Act 1993, you have legal protections when you cancel a software subscription. These protections are your foundation for a successful cancellation.

The consumer guarantees act and your cancellation rights

The Consumer Guarantees Act 1993 gives you the right to cancel a subscription service if MYOB fails to provide the service as promised, or if the service is not of acceptable quality. Additionally, if you subscribed online or by phone, you have a 14-day "cooling off period" from the date you received your first confirmation email, during which you can cancel and request a refund without reason.

Your legal position is clear: if MYOB's service is faulty, does not match the description you relied on when you subscribed, or is not fit for purpose, the Commerce Commission (the government agency that enforces consumer law in New Zealand) backs your right to a refund. If MYOB refuses to honour this, you can lodge a complaint with the Commerce Commission or take the matter to the Disputes Tribunal if the claim is under NZ$20,000.

What happens if MYOB refuses to cancel

If you submit a cancellation request through the official channels and MYOB ignores it or charges you despite your cancellation, you have escalation options. First, follow up in writing (email or post) with MYOB's customer service, clearly stating your cancellation request and the date you submitted it. Retain all confirmation emails and correspondence.

If MYOB still refuses within 5 working days, contact the Commerce Commission directly via their website (comcom.govt.nz) or call 0800 943 600. You can also escalate to the Disputes Tribunal if the amount in dispute is small enough. Tocancel recommends keeping a detailed timeline of all cancellation attempts and communications, as this evidence is invaluable if you need to dispute the charge later.

How to cancel MYOB via your web account

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

Cancel MYOB through your my account dashboard

Self-service cancellation through your MYOB account is available to most subscribers and takes only a few minutes.

1. Open your web browser and visit myob.com
   • Make sure you navigate to the New Zealand version of the site
2. Sign in using your MYOB account email address and password
   • If you have forgotten your password, click "Forgot password?" and follow the email recovery link
3. On your dashboard, locate the "My Products" or "Subscriptions" section
   • This section lists all active subscriptions tied to your account
4. Find the MYOB product you wish to cancel (for example, AccountRight, MYOB Business, or the Solo app)
   • If you have multiple products, select only the one you want to cancel
5. Click the "Cancel subscription" or "Manage" button next to that product
   • This button may also appear as "Change plan" or "Edit subscription" depending on your account type
6. Review the cancellation summary that MYOB displays
   • This summary shows your current billing period, the date your access ends, and any final charges
   • Read this carefully to confirm the details are correct
7. Confirm your cancellation by clicking the final "Confirm" or "Cancel subscription" button
   • MYOB will ask you to confirm once more; this is intentional and prevents accidental cancellations
8. You will receive a confirmation email within minutes
   • Save this email to your records immediately
   • The email includes your cancellation date and your final billing date

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

What to do if you cannot find a cancellation button

Some MYOB plans, particularly older subscriptions or enterprise accounts, do not allow self-service cancellation through the dashboard. If you cannot locate a "Cancel subscription" button after logging in, your account type requires manual cancellation by MYOB staff.

In this case, move to the contact methods described below. Do not delay; contact MYOB support to begin your cancellation request immediately, especially if your renewal date is approaching.

How to cancel MYOB by contacting support

If you cannot cancel through your online account, or if you prefer to speak with a representative, MYOB offers phone and chat support to process cancellations manually.

Cancel MYOB by phone or live chat

MYOB's support team can cancel your subscription directly, and requesting confirmation via email creates a written record of your cancellation.

1. Visit the MYOB support page at myob.com/nz/support
   • This is the official New Zealand support hub
2. Select "Contact us" or choose the live chat option
   • Live chat is often faster and available during business hours
   • If chat is unavailable, look for a phone number or email contact form
3. When you reach a support representative, clearly state: "I want to cancel my MYOB subscription"
   • Be direct and concise
4. Provide the following information to the representative:
   • Your MYOB account email address
   • The name of the product you want to cancel (AccountRight, MYOB Business, etc.)
   • Your customer ID or account number, if you have it
   • Your current billing date (found on your last invoice)
5. Ask the representative to confirm the cancellation effective date
   • This is the date your subscription ends and your access is withdrawn
   • Confirm this date meets your needs
6. Request a cancellation confirmation email
   • Tell the representative: "Please send me a confirmation email with the cancellation date and my final billing amount"
   • This email is your proof of cancellation
7. Once you receive the confirmation email, reply to it or forward it to yourself as a backup
   • Store this email in a dedicated folder for your records

If the representative claims they cannot process your cancellation, ask to speak with a supervisor or request the postal address where you can submit your cancellation in writing. Tocancel recommends always requesting written confirmation, as this protects you if MYOB later disputes the cancellation.

Cancel MYOB by post

If you prefer a formal written record, or if phone and chat support are unavailable, you can cancel MYOB by sending a postal letter.

1. Prepare a letter that includes:
   • Your full name and MYOB account email address
   • Your customer ID or account number (if known)
   • The product name you are cancelling (e.g., AccountRight, MYOB Business)
   • Your current billing date
   • A clear statement: "I request immediate cancellation of my MYOB subscription effective [date]"
   • Your contact phone number and email
   • The date you are sending the letter
2. Address your letter to MYOB's New Zealand office:
   • MYOB New Zealand Limited
   • Penrose, Auckland
   • PO Box 91314, Penrose, 1135
3. Send your letter via registered post or a tracked courier service
   • This provides proof of posting and delivery
   • Do not use standard post, as you may not be able to prove delivery
4. Keep a copy of your letter and the delivery receipt
   • These documents are your evidence if MYOB disputes the cancellation later
5. Allow 5 to 10 working days for MYOB to process the postal request
   • Follow up by email or phone if you do not receive confirmation within this timeframe

Postal cancellation creates a formal record and is your strongest option if MYOB has previously ignored phone or email cancellation requests. Use this method if you suspect MYOB may continue to charge you after your cancellation request.

Understanding MYOB refunds and billing

MYOB's refund policy is strict, and understanding what you are entitled to recover is essential before you cancel.

What refunds you may receive

MYOB refunds only the unused portion of your subscription if you cancel mid-month or mid-cycle. The company calculates this as a daily rate. For example, if you pay NZ$50 per month and you cancel 10 days into your 30-day cycle, MYOB calculates your refund based on the 20 remaining days.

MYOB does not refund if you simply change your mind outside the 14-day cooling-off period, unless the service has genuinely failed or is not as advertised. This is standard practice under New Zealand consumer law.

When MYOB must refund you in full

You are entitled to a full refund if any of the following applies: you cancel within 14 days of your first sign-up (the cooling-off period); MYOB's service has been faulty or unavailable for a significant portion of your billing period; the software is not fit for the purpose you subscribed for; or MYOB's service does not match the description they provided when you signed up.

If MYOB refuses a refund you believe you are entitled to, Tocancel recommends submitting a complaint to the Commerce Commission with your evidence (emails, invoices, screenshots). The Commerce Commission has the authority to investigate and can compel MYOB to refund you if your claim is valid.

After cancellation: what you must do next

Once MYOB has confirmed your cancellation, you enter a critical window where you must act quickly to protect your financial data.

Export and back up your MYOB data

You have only 30 days after cancellation to download and export your financial records, invoices, and other data from MYOB. After this window, MYOB may restrict or remove your access entirely, leaving you unable to retrieve your own information.

1. Log in to your MYOB account immediately after cancellation is confirmed
   • Do this while you still have full access
2. Navigate to the "Reports" or "Data export" section
   • The exact location depends on your MYOB product
3. Generate and download reports for:
   • Your full profit and loss statement
   • Balance sheet
   • Trial balance
   • Invoice register (all invoices)
   • Bill register (all bills)
   • Customer and supplier lists
   • Journal entries
   • Any custom reports you have created
4. Save all downloads to your computer and to a secure cloud backup (Google Drive, OneDrive, or similar)
   • Use a folder named "MYOB Backup [Today's Date]" so you can find it easily
5. If MYOB allows, export your data in CSV or Excel format
   • These formats are easier to import into other accounting software later
6. Contact MYOB support if the export function is not available on your account
   • Ask them to manually export your data and email it to you
   • Request this in writing and keep the confirmation

Do not wait until day 29 of the 30-day window; complete your data export within the first week of cancellation confirmation. This gives you time to troubleshoot if the export fails.

Inform your accountant and tax authorities

If you use an accountant, notify them of your MYOB cancellation so they can plan for any alternative reporting methods. For PAYE (salary and wages), KiwiSaver, or GST filing, you may need to switch to a different accounting system or manually manage your records until you onboard a replacement.

Contact Inland Revenue if you are registered for GST or PAYE to confirm you do not need to lodge any final reports through MYOB after cancellation.

Pricing and billing structure of MYOB

Understanding MYOB's pricing helps you calculate the refund you are entitled to and plan your cancellation timing.

Prices vary by your business type and feature selections. Log in to your account to see your exact subscription cost. If you are unsure, contact MYOB support and ask them to itemise your current charges before you cancel.

Common mistakes to avoid when cancelling MYOB

Cancelling a software subscription can be stressful, especially when your business finances are involved. Here are the pitfalls Tocancel has seen trip up other New Zealand users.

Not cancelling far enough in advance

The most common mistake is cancelling too close to your renewal date. If you submit your cancellation within 10 days of renewal, MYOB often does not process it in time, and you are charged for another full month or year. Always cancel at least 14 days before your renewal date to allow a buffer. Check your renewal date on your invoice or account settings before you start the cancellation process.

Failing to download your data before access expires

Many business owners assume they can download their records anytime after cancellation. They cannot. You have 30 days, and after that, MYOB locks you out. Mark your calendar for day 7 after cancellation, set a reminder, and export everything that day. Do not rely on MYOB to remind you or extend this window for free.

Not requesting written cancellation confirmation

If you cancel by phone and do not ask for an email confirmation, you have no proof that MYOB accepted your cancellation. If they later charge you, you cannot dispute it without evidence. Always request written confirmation and keep it in a folder labelled "MYOB Cancellation" on your computer.

Cancelling without checking for linked services

If you use MYOB's tax or payroll add-ons, or if your accountant accesses your MYOB account, cancelling your main subscription may disrupt their access. Inform any linked users before you cancel, and confirm with MYOB that cancelling one product does not affect other services on your account.

Assuming all cancellations are processed instantly

MYOB can take 5 to 10 working days to process a cancellation request. Do not assume your subscription is cancelled on the day you submit your request. Wait for written confirmation, and allow the processing window to pass. If you are not charged on your expected renewal date, follow up to ensure the cancellation went through.

Comparison: should you cancel MYOB or switch plans

Before you cancel outright, consider whether a plan downgrade or switch to a cheaper MYOB product might better serve your needs.

Contact MYOB support before you cancel and ask if a plan downgrade or pause option is available. You may save money without losing your financial records or starting over with a new system. Tocancel recommends exploring this option if your only concern is cost.

Contact details for MYOB in new zealand

Use these official contact methods to reach MYOB for cancellation support or to submit formal complaints.

MYOB customer support channels

• Phone: Contact MYOB support through the MYOB website (myob.com/nz/support); phone numbers vary by product
• Live chat: Available on myob.com/nz/support during business hours
• Email: Submit a support request via the MYOB website contact form
• Postal address for cancellations: MYOB New Zealand Limited, PO Box 91314, Penrose, Auckland 1135

Escalation if MYOB refuses your cancellation

• Commerce Commission (New Zealand's consumer regulator): Phone 0800 943 600 or visit comcom.govt.nz to lodge a complaint
• Disputes Tribunal: For claims under NZ$20,000; visit disputes.govt.nz
• Citizens Advice Bureau: Phone 0800 367 222 for free consumer advice

Final summary: you have the right to cancel MYOB cleanly

Cancelling a software subscription should not be a battle. MYOB operates in New Zealand under the Consumer Guarantees Act 1993, which protects your right to cancel and refunds you for unused service. Whether you cancel via your online account, phone support, or postal letter, the process is straightforward if you follow the steps and timelines outlined in this guide.

Your key responsibilities are to cancel at least 14 days before renewal, request written confirmation, download your financial data within 30 days, and escalate to the Commerce Commission if MYOB refuses to honour your cancellation. Keep all emails and cancellation correspondence in one folder, and check your bank statement to confirm you are not charged after your cancellation date.

Tocancel has helped thousands of New Zealand consumers cancel software subscriptions and recover refunds they were entitled to. Whether you choose to cancel MYOB entirely or downgrade to a cheaper plan, you now have the knowledge and confidence to take control of your account. If you encounter resistance from MYOB or have questions along the way, remember that the Commerce Commission is your ally, and consumer law is on your side.