MYOB data file repair services

If your data file has become corrupt and you don't have a back-up you can request the data file repair service.

This service is available for classic AccountRight versions (v19 and earlier), and AccountEdge.

What is a data file corruption?

A data file corruption means your company file contains incorrect information. This may have been caused by network or environment related issues. If your data file is corrupt you might receive a "Test Error", "Termination Code" or "Index Error".

Is my data file corrupt?

To check if your file is corrupt, verify and optimise your company file (File > Verify Company File and File > Optimise Company File). These utilities check your company file for structural damage and data integrity. For best results, perform the optimisation and verification on the computer where your company file is stored.

Important - For best results, perform the optimisation and verification on the computer where your company file is stored.

If you can't optimise or verify successfully, your data file may be corrupt and you’ll need to restore your most recent backup. If you don't have a valid backup you can request your data file to be repaired.

Important - Repairing data files is a complex procedure and therefore we cannot guarantee that we’ll be able to repair your file or that all data will be retrieved.

Call us for more information or to request this service.

Service options

We offer two service levels:

• Premium service

• Standard service

Turnaround times

• Premium service: 24 Hours

• Standard service: 3 - 4 Working Days

Pricing

The cost is based on the service you choose, your data file version and if you have a current MYOB Support Plan.

For the quickest turnaround, the recommended payment method is by Credit Card. All other payment methods BPay, EFT and Cheque may cause a delay of up to 72 hours or longer for the return of your file.

How do I request the service?

To request this service, please contact us on 0508 32 82 83 (Mon – Fri 9am – 5pm NZ time).

From time to time, it may happen that a password previously entered into a company file becomes unknown. This may be due to changes in staff or due to the password being mistyped at the time it was set.

MYOB’s Password Reset service will get you back up and running, and is available for the following products:

• The new AccountRight (v2011 and later)

• Classic AccountRight (v19 and earlier)

• AccountEdge

We can reset your password, and it might need you to send us your file to do it.

• For online AccountRight company files, we can reset your password over the phone.

• For other versions, you’ll need to send us your company file so we can reset the password.

Call us for more information or to request this service.

Service options*

We offer two service levels:

• Premium service

• Standard service

*Not applicable for online AccountRight company files.

Turnaround times*

• Premium service: 4 Hours

• Standard service: 3 - 4 Working Days

*Not applicable for online AccountRight company files.

Pricing

For online AccountRight company files, resetting the Administrator password costs $31 (incl. GST). Payment is required via credit card when you call to request the service.

For other products (see above), the cost is based on the service you choose and if you have a current MYOB support subscription.

*Additional files need to be part of same request and submitted at the same time.

How do I request the service?

To request this service, please contact us on 0508 32 82 83 (Mon – Fri 9am – 5pm NZ time).

If you have an incorrect serial number in your company file, you’ll have issues activating and confirming the file.

To overcome this issue, you can send your company file to MYOB to perform a serial number removal. Once we’ve completed this service, you’ll be able activate your data file with the correct serial number.

MYOB’s Serial Number Removal service is available for the following products:

• Classic AccountRight (v19 and earlier)

• AccountEdge

If you’re using AccountRight 2013.3 or later, you can change your serial number from the Help menu in AccountRight.

Call us for more information or to request this service.

Service options

We offer two service levels:

• Premium service

• Standard service

Turnaround times

• Premium service: 4 Hours

• Standard service: 3 - 4 Working Days

Pricing

The cost is based on the service you choose and if you have a current MYOB support subscription.

 For the quickest turnaround, the recommended payment method is by Credit Card. All other payment methods BPay, EFT and Cheque may cause a delay of up to 72 hours or longer for the return of your file.

*Additional files need to be part of same request and submitted at the same time.

How do I request the service?

To request this service, please contact us on 0508 32 82 83 (Mon – Fri 9am – 5pm NZ time).

This service is only available for online AccountRight company files. Because our online storage system is backed up regularly, we can retrieve a backup copy of your company file from a previous date.

This service shouldn’t replace your own backup routine. After all, it’s a lot quicker and easier (and cheaper!) to restore your own backups than using this service. Our Online Backup Retrieval service is more of a last resort.

Online AccountRight company files are only backed up if changes have been made since the previous system backup, so there won’t necessarily be backups for every online company file for every day.

Call us for more information, or to request this service.

Turnaround times

When you call to request this service, we’ll start the retrieval process straight away. It can take up to 2 hours to retrieve a backup, depending on the size of the file. We’ll contact you when your backup file is ready and provide instructions on how to access it.

Pricing

The cost for this service is $49.95 (incl. GST). For the quickest turnaround, the recommended payment method is by Credit Card. All other payment methods BPay, EFT and Cheque may cause a delay of up to 72 hours or longer for the return of your file.

How do I request the service?

To request this service, please contact us on 0508 32 82 83 (Mon – Fri 9am – 5pm NZ time).