Forum Discussion

PB01's avatar
PB01
17 days ago

Secure Invoicing - Help pls.

I am now unable to send out Supplier invoices - MYOB is saying I need to upgrade to secure invoicing to email this invoice?  I completed the upgrade steps days ago - only because I had to - now awaiting MYOB to verify the information.  How long does this take?  How am I supposed to keep my business moving when I'm sitting on my hands now.  I do not want this feature nor do I want to offer it to my clients - anyone know how to get around this - I just want to switch the feature off & be able to send my invoices out as normal.  I've sent a support request but how long that could take ?

  • Earl_HD's avatar
    Earl_HD
    16 days ago

    Hi PB01,

    If you need assistance with setting up or switching off features in MYOB, you can reach out to MYOB Support by raising a case via My Account. 

    Regards,
    Earl

  • IH293's avatar
    IH293
    Contributing User
    7 days ago

    So if its really "not our intention to impose services that don't align with your business needs or to create an undue burden." then remove the requirement to sign up for additional services under threat of suspending services already being paid for, as part of the security upgrade.

    We are a B2B wholesale distributor - we have no need for your expensive online payment services and refuse to be forced into applying for them. 

    I have no issue with the security upgrade and will do what is required for that, but not for this scam of forced payment services and fees.

    Please advise actual resolution ASAP.

    • AmandaCL's avatar
      AmandaCL
      MYOB Moderator
      3 hours ago

      Hey IH293 

      After completing the verification process, online payments will be switched on by default. However, once verified, you can adjust your settings to suit your business needs including turning on/off online payments as a whole from your settings if you have no need for it. Let me know if you have any further questions. 

  • Isaiah_C's avatar
    Isaiah_C
    MYOB Moderator
    17 days ago

    Hi PB01,

     

    When switching to secure invoicing, it does require a verification process for security reasons. Processing times can vary depending on the volume of requests.

     

    Please note that if you decide not to proceed with the upgrade, you will not be able to share invoices via the secure MYOB system, including through email, copy link, or SMS. To continue using these features, upgrading to Secure Invoicing is necessary.

     

    Regards, Sai 

    • MortonHealth's avatar
      MortonHealth
      Contributing User
      9 days ago

      This is just silliness. We have logged in securely with authenticator and have to go through a further security process. Apparent required upgrade with threat not to be allowed to use email etc for invoices if you don't choose "free upgrade". Whay don't you just upgrade like you do anyway. Just seems like a marketing ploy and makes you wary. Such a pity we can't just keep a simple accounting system simple and helpful. Not sure why but apparently this is not being experienced by other clients of MYOB of my accountant. Not happy with intrusion :(

  • FSTA31996's avatar
    FSTA31996
    2 days ago

    We are now without the ability, AGAIN, to send out invoices. We do not receive payments or make payments through MYOB; we only use it for invoicing. This QUICK upgrade process has now taken over a month with no resolution forthcoming. We have provided every piece of legal document available to prove our identity. including trust deeds. This is beyond belief. Escalated this and requested a call from someone from the onboarding team, but nothing in a week. If we wanted the ability to move money, I would happily provide the documentation. I was told it could be turned off. I didn't want it turned on. Not impressed with the service. 

     

    Regards

    James

    • AmandaCL's avatar
      AmandaCL
      MYOB Moderator
      3 hours ago

      Hey FSTA31996 

      Once the verification process is complete, you will have the option to switch on/off online payments based on your business needs.

      I will follow up with our onboarding team on the status of your verification and will provide an update as soon as I can. 

  • Curidy's avatar
    Curidy
    Cover User
    8 hours ago

    I don't want this option, so I will be downloading all invoices and emailing from my business email, so not really getting the benefit of the accounting program that I pay a monthly subscription for.  Time to start looking at another accounting program that does not force users into options they do not want or need.

     

    • AmandaCL's avatar
      AmandaCL
      MYOB Moderator
      3 hours ago

      Hey Curidy 

      You will have the option to switch on/off online payments in your file settings if you don't want it once the verification process has been completed for secure invoicing. 

  • PB01's avatar
    PB01
    17 days ago

    So understanding now that I can switch these features off once set up - I have emailed the above support address for an ETA on setup - but I have had no response.  Very frustrating that we comply with the cutoff date & our system is shut off at this time - yet MYOB cannot be sorted at their end to meet the same deadline & have our program up & running.  Is there a support phone number we can call? 

     

    • Isaiah_C's avatar
      Isaiah_C
      MYOB Moderator
      16 days ago

      Hi PB01,

       

      When you upgrade to secure invoicing, we verify your business details to ensure security, and requirements vary by business structure. For sole traders with documents ready, this takes around 15-20 minutes. For more complex entities, it may take longer, as we might need additional documents for key officials or owners. Once everything is submitted, verification usually completes in 1-3 business days. If you require further support during this verification process, please raise a case via My Account and we can take it forwards from there. 

       

      Regards,

      Sai

       

    • Earl_HD's avatar
      Earl_HD
      MYOB Moderator
      16 days ago

      Hi PB01,

      If you need assistance with setting up or switching off features in MYOB, you can reach out to MYOB Support by raising a case via My Account. 

      Regards,
      Earl

  • IH293's avatar
    IH293
    Contributing User
    8 days ago

    I too have received this ridiculous email - I thought it was a scam! After realising it wasnt, I went to the verification page and it wants me to enter all sorts of details including bank direct debit authority - absolutely not! So it seems that MYOB are forcibly making me apply for credit card payment system that I do not want or need, threatening to stop features such as emailing out our invoices which I pay a monthly subscription for the software to do so? Is that even legal? 

    • becn1103a's avatar
      becn1103a
      Contributing User
      7 days ago

      IH293Genreve_S 

      I completely agree with IH293 . We don't want online payments to be an option for our business, it works fine as it is. We email the invoice, the client pays it. Saying that we can't send invoices without agreeing to this is rubbish defeats the invoicing portion of the system.

       

      I too started the process and just before accepting it says 

      Please read the terms and conditions for Online Payments before deciding to acquire or use the services

       

      It's not really a decision to acquire or use the service if you can't send invoices without it! I have read elsewhere that you can turn off the request for payment to be made online (so a fee isn't charged) BUT you have to do it on each and every invoice, you can't do it so all invoices created don't have the online payment option and you also can't mark certain clients as not having the online payment option. So if you forget to do it on every invoice you'll still get charged a fee!

       

      Genreve_Sit's all well and good for MYOB to keep marking the posts as resolved but they aren't resolved. We don't want to pay fees on invoices that are paid to us when it all works fine as it is.

      • IH293's avatar
        IH293
        Contributing User
        7 days ago

        It appears to be a staged roll out to only certain customers and the MYOB partners/bookeepers/accountants have not yet been included in any of the emails about it, no doubt to keep this as quiet as possible. I didn't realise it couldn't be turned off as a whole - even more of a scam! I guess we may have to start looking into a "Class action" if they continue with this.

    • Genreve_S's avatar
      Genreve_S
      MYOB Moderator
      7 days ago

      Hi IH293,

       

      Secure Invoicing provides an added layer of security to your invoices, helping to protect against fraud and ensuring that payments are made securely. You can read more about its benefits here. If you have further questions, you can create a support ticket from the MyAccount window to receive help.

       

      Feel free to post again if you need any other help.

       

      Thanks,

      Genreve

      • IH293's avatar
        IH293
        Contributing User
        7 days ago

        You have completely ignored my question/issue - a PR/marketing response to gloss over the issue at it finest.

        I have no issue with the increased level of security. But why are you forcibly making us apply for unwanted credit card payment services as part of this upgrade and requiring access to our bank account as part of this? The security upgrade and taking on your payment services have absolutely nothing to do with each other - this is clearly a marketing ploy to make everyone take on your payment services to increase your revenue, which must be in trouble if you are taking such a risk to upset your customer base. All the while threatening to cut off standard services we already pay monthly for if we do not agree to apply for additional services and pay the associated fees? Please advise on my actual question/issue.

  • Kirsti1's avatar
    Kirsti1
    Contributing User
    6 days ago

    As I read it, we will be charged 1.8% of every invoice produced whether we pass it onto the customer or not.  A turnover of $1,000,000, which is a small business total, will give MYOB $18,000 in basic fees.  This does not include monthly subscription, payroll or .25c per transaction.

    Is this correct?

    • Genreve_S's avatar
      Genreve_S
      MYOB Moderator
      4 days ago

      Hi Kirsti1,

       

      Transaction fees only apply if a customer chooses to pay using a secure online payment method (e.g. PayPal). Fees are passed on to customers by default after upgrading, however, you can always adjust your payment settings to suit your business needs -- and your customers do not have to pay using a secure payment method. Upgrading is required if you’d like to offer your customers a secure end-to-end invoicing experience.

      More information on fees and surcharging can be found on this page. 

       

      Thanks,
      Genreve

      • becn1103a's avatar
        becn1103a
        Contributing User
        4 days ago

        Genreve_Splease advise how we can turn online payments off as a default so we don't have to pay the fee and neither does the customer

    • becn1103a's avatar
      becn1103a
      Contributing User
      4 days ago

      unfortunately kristi1  that is correct and I am still waiting for MYOB how we can default all customers to not be able to pay online so we don't have to pay the fee and neither does the customer

      • Genreve_S's avatar
        Genreve_S
        MYOB Moderator
        4 days ago

        Hi becn1103a,

         

        You can turn off online payments either from the business payment settings or on the invoice creation screen for individual invoices. Adjusting the business payment settings will disable online payments for all invoices, not just one. 

         

        Regards,
        Genreve

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