Cancel MYOB: The Right Way to Protect Your Rights

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

What is MYOB and why you might want to cancel

MYOB is a cloud-based accounting software platform built for small and medium-sized businesses across South Africa. The service bundles invoicing, expense tracking, payroll management, tax preparation and reconciliation tools into web and mobile applications. You access MYOB through your web browser, iOS app, Android app or dedicated Solo mobile subscription, depending on your business structure and workflow preferences.

MYOB operates on a recurring subscription model, meaning you pay monthly or annually for ongoing access. Like any recurring service, you have the right to cancel whenever your business needs change. Whether you're migrating to a competitor platform, managing finances in-house or finding that MYOB no longer fits your operations, cancellation is your legal entitlement. Tocancel exists to guide you through that process with clarity and confidence.

How MYOB reaches south african customers

MYOB distributes its subscriptions through multiple channels, and this matters greatly for cancellation. You may have purchased directly from MYOB's website, subscribed via the Apple App Store, Google Play, or engaged a local reseller or accountant partner. The channel you used determines which organisation processes your cancellation and refund. This means your first task is identifying exactly where your subscription originated.

Why cancellation complexity affects your wallet

Cancellation is often harder than sign-up, and MYOB's multi-channel approach compounds this frustration. If you subscribed through Google Play, for example, MYOB's support team cannot cancel on your behalf; only Google can. This fragmentation creates a maze where consumers lose track of active subscriptions and continue paying months after they intended to quit. Tocancel has guided thousands of South African business owners through this exact confusion, and we'll do the same for you here.

Your consumer rights in south africa

South Africa's Consumer Protection Act (CPA) grants you statutory protections that override any terms MYOB publishes in their user agreement.

What the consumer protection act guarantees you

The CPA requires that all suppliers-including MYOB-deliver services with reasonable care, skill and within a reasonable timeframe. If MYOB fails in this duty-through persistent system outages, unresolved billing errors, or features promised but never delivered-you have grounds to cancel immediately and demand a refund. More powerful still, the CPA grants you an automatic 30-day cooling-off period for distance contracts (any purchase made online or via app store). During this window, you can cancel for any reason whatsoever and receive your money back, provided you notify MYOB in writing within 30 days of purchase.

Your legal position: This 30-day right is non-negotiable. If MYOB's cancellation policy attempts to exclude or limit it, those terms are likely unenforceable under the CPA, and you can ignore them.

Escalation: the national consumer commission

If MYOB refuses to honour your cancellation or disputes your refund claim, you can escalate to the National Consumer Commission (NCC), South Africa's independent regulator for consumer complaints. The NCC has the authority to investigate, mediate and, if necessary, order MYOB to refund you and cease unfair contract practices. Tocancel advises keeping detailed records-emails, invoices, screenshots of errors, payment confirmations-because evidence strengthens any formal complaint. Filing with the NCC is free and available online at nccc.org.za.

How to cancel MYOB by purchase channel

Your cancellation method depends entirely on where you bought your subscription, so start by identifying your purchase source.

Cancelling a web-based MYOB subscription

If you signed up directly at myob.com or through a MYOB partner website, you cancel through your MYOB account dashboard. Follow these steps:

1. Log into your MYOB account at myob.com using your email and password.
2. Navigate to Settings or Account Settings (location varies by MYOB plan version).
3. Look for a Subscription, Billing or Plan section.
4. Select Cancel subscription or Downgrade.
5. MYOB will display your cancellation date (typically end of billing period).
6. Take a screenshot of the cancellation confirmation page and save your confirmation email.
7. If no confirmation email arrives within 24 hours, contact MYOB support via email or phone and request written confirmation of your cancellation request.

Key point: cancelling through the dashboard typically ends your access at the end of your current billing cycle, not immediately. If you need immediate access termination, email MYOB's support team explicitly requesting they disable your account today.

Cancelling a google play MYOB subscription

If you subscribed to MYOB Solo or another MYOB app through Google Play, Google-not MYOB-manages your subscription. You must cancel through Google's system:

1. Open the Google Play Store app on your Android device.
2. Tap your profile icon in the top-right corner.
3. Select Payments and subscriptions.
4. Tap Subscriptions.
5. Find and tap MYOB (or the specific MYOB app you subscribed to).
6. Tap Cancel subscription.
7. Follow the prompts and confirm cancellation.
8. Google will email you a cancellation receipt.

Alternatively, if you use Google Play via a web browser, visit play.google.com, sign in, navigate to Account > Subscriptions, find MYOB and select Cancel.

Cancelling an apple app store MYOB subscription

If you subscribed to an MYOB app through the Apple App Store on iPhone or iPad, Apple manages your billing independently:

1. Open the Settings app on your Apple device.
2. Tap your name at the top of the screen.
3. Select Subscriptions.
4. Find and tap the MYOB app or plan name.
5. Tap Cancel subscription.
6. Confirm cancellation when prompted.
7. Apple will send you a cancellation confirmation email.

If you subscribed via iTunes on a Mac, open System Preferences > Apple ID > Subscriptions, select the MYOB subscription and click Cancel.

Cancelling a MYOB subscription via a reseller or accountant

If an accountant, bookkeeper or reseller set up your MYOB subscription on your behalf, contact that intermediary first and ask them to process the cancellation. If they refuse or become unresponsive, you can cancel directly through the methods above (web dashboard, app store) and notify the reseller in writing that the subscription has been terminated. You remain the account owner and can always cancel without the reseller's permission.

Understanding MYOB's pricing structure

MYOB offers several subscription tiers, each with different monthly and annual costs. Understanding what you're paying for helps clarify whether cancellation makes financial sense.

Costs vary by plan features, user count and billing cycle. Tocancel recommends logging into your account and checking your billing page to see exactly what plan you're on and what you're being charged monthly or annually.

Refunds and billing after cancellation

Understanding when your refund arrives and how billing stops is critical to avoiding surprise charges.

Refund timelines and eligibility

If you cancel within the CPA's 30-day cooling-off period and have not materially used the service, MYOB should refund your full subscription fee within 14 business days. However, if you cancel after day 30, refund eligibility depends on your reason for cancellation. If MYOB failed to deliver the service (system downtime, critical bugs, missing features), you may still claim a refund proportional to the period the service was unavailable. If you cancel for convenience outside the 30-day window, you may forfeit the remaining balance unless MYOB's standard policy states otherwise.

Your legal position: The burden is on MYOB to explain why they refuse a refund. If they don't clearly reference a valid reason, assume your refund is due and escalate if needed.

Stopping recurring charges

Cancellation does not automatically stop charges if you don't confirm termination in writing or through your account portal. MYOB may continue billing until the end of your current billing period or subscription renewal date. If you cancel on day 15 of a 30-day billing cycle, you'll typically remain charged until the end of day 30. If you cancel on day 1 of a year-long subscription, you risk being charged for the full year unless you explicitly request an immediate cancellation refund. Always ask MYOB in writing: "Please stop all recurring charges effective immediately and refund any unused balance."

Action: Within 2 business days of your cancellation confirmation, contact MYOB support and request written confirmation that your recurring billing has been terminated and that no further charges will be applied to your account.

Common cancellation mistakes and how to avoid them

Cancellation feels straightforward until something goes wrong, and we've seen many South African businesses lose money through preventable errors.

Mistake 1: cancelling in the wrong place

The most frequent error is cancelling where you did not purchase. If you bought through Apple App Store but contact MYOB's web support, they cannot process your request. MYOB's support team will redirect you, wasting weeks of back-and-forth. Always cancel through the same channel you subscribed: app store cancellations via the app store, web subscriptions via myob.com, and reseller subscriptions via your reseller first.

Mistake 2: not requesting written confirmation

Cancelling through your account dashboard is good, but screenshots alone don't guarantee MYOB honours it. Send a follow-up email to MYOB support stating your cancellation request, your account number, and the date you wish the cancellation to take effect. Request an email confirmation in return. This creates a paper trail that protects you if MYOB later claims they never received your request.

Mistake 3: ignoring the 30-day cooling-off window

The Consumer Protection Act's 30-day right is powerful, but it expires. If you purchase a MYOB subscription on 1 March, you must request cancellation and refund by 31 March to invoke the cooling-off period. On 1 April, you lose this automatic right. Mark your calendar and act early if you're uncertain about the service.

Mistake 4: assuming cancellation means immediate access loss

Cancellation usually means the service ends at the end of your billing cycle, not instantly. If you need to stop using MYOB today, tell them explicitly. Otherwise, you may believe you've cancelled but continue accessing the app for another month while your subscription silently renews.

What to do after you cancel MYOB

Cancellation is the start of the process, not the end. Taking these steps after you've submitted your cancellation request protects your interests and ensures a clean break.

Document everything immediately

Within hours of cancelling, screenshot your account dashboard showing the cancellation status, the cancellation date, and any confirmation message. Save the confirmation email MYOB sends. Create a simple spreadsheet listing: cancellation date, request method (web/app store), confirmation date, and expected refund date. This record becomes invaluable if you need to file a complaint with the NCC later.

Monitor your bank account and credit card

Set a phone reminder for the day before your next billing cycle. Check your bank statement to confirm MYOB did not charge you again. If an unexpected charge appears, contact MYOB support immediately and cite your cancellation confirmation. If they don't reverse it within 5 business days, dispute the charge with your bank (most banks offer chargeback protection for unauthorised or incorrectly processed charges).

Export your financial data

Before your access ends, download all invoices, expense reports, payroll records and other data from MYOB. MYOB may retain your data for compliance reasons, but you should keep your own backup. Most MYOB plans allow you to export as PDF or CSV before access closes.

Transition to a new platform if needed

If you're moving to a competitor-such as Xero, Wave, or Sage-check whether they offer data import from MYOB. Many do, and Tocancel recommends initiating the import process while your MYOB access is still active so you're never caught without accounting software during the transition.

When to escalate your complaint to the national consumer commission

Not all cancellation attempts succeed smoothly, and knowing when to escalate gives you leverage.

Red flags that require escalation

Escalate to the NCC if MYOB: (1) refuses to cancel your account after you've submitted a written request and can prove it; (2) continues charging you after a confirmed cancellation; (3) rejects your refund claim without explaining which CPA exception applies; or (4) ignores your support requests for more than 10 business days. You don't need a lawyer to file a complaint; the NCC handles consumer disputes free of charge.

How to file a complaint with the NCC

Visit nccc.org.za and navigate to the complaints portal. You'll need: your full name and contact details; MYOB's company name and address (see below); a clear summary of your issue; copies of your cancellation request email and MYOB's response (or lack thereof); bank statements showing charges; and any refund you're claiming. The NCC typically acknowledges complaints within 5 working days and investigates within 30 days. MYOB is required to respond, and the NCC can order them to refund you and cease the unfair practice.

Comparing MYOB to alternative accounting platforms

Before you cancel, you may want to see how MYOB stacks up against competing platforms available in South Africa.

Tocancel advises testing a free trial on any replacement platform before you cancel MYOB. This ensures a smooth transition and confirms the new tool handles your invoicing, payroll and tax needs.

How to contact MYOB for cancellation and support

If you need to cancel via direct contact with MYOB rather than your account portal, use the address and contact details below. Send cancellation requests via email for a clear record.

MYOB's primary contact details

Email: [email protected] or [email protected] (South Africa-specific support line)

Phone: Check your MYOB account dashboard for the SA support number, or visit myob.com/contact

Mailing address: MYOB Holdings Pty Limited, registered office details are available on the South African Companies and Intellectual Property Commission (CIPC) database. Tocancel recommends including your account number, full name, email address and cancellation date when writing to MYOB by post.

Online cancellation: Log into myob.com, navigate to Settings > Subscription, and select Cancel.

App store cancellation: Use your Apple App Store or Google Play account to manage subscriptions independently of MYOB.

Final thoughts: you have more power than you think

Cancelling MYOB is a straightforward exercise of your consumer rights under South African law. The Consumer Protection Act guarantees you a 30-day cooling-off period, the right to cancel for any reason if the service fails, and access to free dispute resolution through the National Consumer Commission. Armed with this knowledge, you can cancel confidently and recover any refund owed to you. If MYOB refuses or delays, escalate to the NCC-they have the authority and will to enforce your rights at no cost to you.

Tocancel has helped thousands of South African consumers cancel recurring subscriptions, recover refunds and avoid unwanted charges. Whether you're switching platforms, managing finances in-house or simply finding MYOB no longer fits your workflow, Tocancel remains your trusted guide through every step. Start your cancellation today using the methods above, keep records of every communication, and don't hesitate to escalate if MYOB doesn't respond. Your refund is not a favour-it's your legal entitlement. Tocancel empowers you to claim it with confidence.