Delete / reverse a pay run - Getting Error Msg

[MichRalph]

Hi, I have been trying to delete pays (processed all the way through to waiting on the electronic payment screen) since the 26th of September. I have been on hold multiple times for 2-3 hours at a time with MYOB and never get a solution.

When I open the indiviual employee's pay to be deleted in the  "Prepare Electronic Payements" screen, I click on the individual employee open their pay transaction and then click "Delete Transaction" from the Edit menu. I then get the "Something's gone wrong and Account Right needs to close" mesasge and my system freezes and I have to sit and wait for it to close.

When I managed to click on the "check for a solution" I get this error messsage

"singleTouchPayrollServiceError"singleTouchPayrollServiceError (100102)"

Does anyone have a solution please as I have some pays which need to be deleted / reversed as they are causing the wrong amout of YTD paid as well as accurals / time used from the employees sick / annual leave to be displayed on their payslips.

[Sam_R]

Hi @MichRalph,

Thanks for your post.

To delete/reverse a pay run, please see the below help article to guide you through this process:

• Reverse or Delete a pay

Feel free to reach out if you had any further trouble with that. 

If my response has answered your enquiry please click "Accept as Solution" to assist other users find this information.

[MichRalph]

Thanks Sam,

I have tried the suggestions on that link a few times and keep getting the same error msg which I mentioned in my first post.

After I click on the delete transaction I get "Something has gone wrong and AccountRight needs to close". I click on the check for a solution option and get the error "AccountRight 2022.9.24.7350 Error information: SingleTouchPayrollServiceError (100102) "

Thanks

[Sam_R]

Hi @MichRalph,

Thanks for letting me know.

So that I can investigate that error in detail, could you please locate your diagnostic/error log and attach it in your reply? 

• AccountRight Log locations

[Finmar]

Hi Sam

I am also having the same issue, is there a solution available?

[Sam_R]

Hi @Finmar,

Thanks for reaching out. 

I'm unsure if @MichRalph has resolved this, however, if you could provide AccountRight Diagnostic Log in your reply, I'd be happy to investigate this further for you. 

[MichRalph]

Hi,

We did not end up having to do anything. After not working since the 23rd of September Single touch suddenly started working again around the 5th or October which allowed the pays to be deleted. 

Something must have been done in the back ground... seems to be at the same time as the "Beta" testing pop-up started apearing on the screen when you open the payroll section.

Sorry can't help more.