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Payroll - First payrun in new Financial Year times-out

SMPENG

I have tried to process the first payrun in the new Financial Year, which "times-out" at the point of recording. Pay period 23/06/24 - 30/06/24 with payment date 04/07/24. System hangs for approx 4 mins after selecting "Record". System returns with error message of "Retry" or "Cancel". Selecting "Retry" results in the same outcome. Only option is to select "Cancel". Payroll is then not recorded. The same problem occurred last FY and was not resolved by MYOB until Friday. Case reference from last year was 01372663 & 01373520.

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Accepted answers

SMPENG

This has now been resolved by MYOB support over the phone. Case ref 01820999. Thanks.

All comments

SMPENG

@MichaelaJohnson crazy that this is happening again. I also had time out error. Now on hold.

MichaelaJohnson

Been on MOCA this morning for 2hrs to be told its in the hands of the developers. So the first payrun anyone does for the new FY will crash and wont go through STP!!!

MichaelaJohnson

This is happening again. For the 4th year in a row!

MYOB you need to fix this error!! Trying to run a payroll today and its timing out!

PLEASE GET BACK TO US AS A MATTER OF URGENCY TO RESOLVE THE ISSUES.

annachen

Hi Sai

i have now spent another hour with MOCA, still not fixing the issue but advising us to call instead...its really frustrating!!!!!!!!!!!!!!!!!!!!!!

annachen

why u cant help? if one person didnt go thru, i guess 100 persons wil not be working neither...can u pls look into it without passing the ball to somewhere else?

Isaiah_C

Hi @annachen,

Thanks for clearing that up! If it's just one employee's pay and you're still hitting that timeout, best to reach out to our live chat support via MOCA, our virtual assistant. Something else might be causing the issue, and the team can take a closer look for you.

Regards,

Sai

annachen

I am now trying to put thru a pay for our employee and the time-out issue happened. Next week will be our pay week. Would you please urgently also look into it for us? Thanks

Julie80

Same with me, very frustrating!

Shella_A

Hi @MichaelaJohnson,

Totally get where you’re coming from that sort of hassle year after year would drive anyone up the wall. Rest assured though, this time around it’s all sorted. We’ve fixed the issue so you can say goodbye to that frustration and save yourself the extra stress as you head into the new financial year. All smooth sailing from here!

Regards,

Shella

MichaelaJohnson

With the EOFY looming and the first payroll for the new year happening in first week of July, has this problem been fixed so it doesn't happen again? Its happened the last 3 years in a row and its very frustrating and time consuming.

Thank you

annachen

Its now working i think

i left a support request via my account, no one actually contacted me

KNixon01

I am having the same issue too. Can I please get help or a number I can call. Serial number ends in 3013

KTaylor

This is also happening I need to process the payroll asap - who can I call??

annachen

I have the same issue since yesterday

trying to do pay period 24-30 Jun and pay date 10.07.2024, once i click record...it then kept loading for couple mins then pop up with a window said its time out

Can u tell me how do i fix it? Thanks

MelW20

Same problem - and yep same problem last year!! MYOB not good enough!

SMPENG

Hi @Earl_HD

I am also having the same issue as Christy4. All my entitlements have been wiped. I have raised a case # 01821659 but so far no solution. Please let me know if you come up with a script that works. My serial number ends in 0178. Thanks.

Christy4

Hi Earl,

Good news is that the payroll is now working. The bad news is that whatever the script did, it wiped the opening balances for all leave accruals (despite them clearly being marked as carry over to new year). Is there another script that fixes this?

Regards, Christy

Earl_HD

Hi @MelWid ,

Thanks for providing the information via private message. I've successfully arranged an online script over your file that should fix the issue.

@Christy4, my apologies, but I can't seem to locate the serial number ending in 4972 using your email registered here in the Community Forum. If you could send me the 12-digit serial number, I'd be glad to help you with this. Thank you!

Regards,
Earl

Christy4

Hi Earl, can you please run script over serial file number ending in 4972. company file ID 3?

It's fairly urgent!

Earl_HD

Hi @MelWid ,

This can be frustrating sometimes. No worries, I can take a look at this for you. Could you please reply with the last four digits of your Serial Number and Company File ID? Thank you!

Looking forward to your response.

Regards,
Earl

MelWid

I am having the same problem, please let me know when this will be fixed (I need to pay staff on Friday).

NikkiQLS

I have encountered the same issue when recording - it said retry or cancel. I pressed retry a few times before it eventually recorded. When I went to run a payroll activity summary report afterwards which I use to process the bank transfers, I noticed each pay had processed twice even though pays had only been processed and recorded and submitted once. How do I fix this. I have 89 employees and really don't want to have to go in and delete the double up for each employee. Please help ASAP. I have no idea how this has happened.

Princess_R

Hi @MichaelaJohnson

Sorry to hear you're dealing with this issue again. I totally get how important it is to sort this out quickly. Please send me a private message with your serial number and the company file ID (Help > About MYOB AccountRight) that needs fixing. I'm here to help you get this sorted out ASAP.

Cheers,

Princess

Princess_R

Hi @belindahowie

I totally understand you've been experiencing the same issue and have been on hold with MYOB for hours. I apologise for the inconvenience. I've applied a fix script to your file. Please log out and log back in to see if it resolves the issue with STP. If you encounter any further issues or need additional assistance, feel free to let us know.

Cheers,

Princess

SMPENG

Hi. No idea. The MYOB support agent run a script over my MYOB and it now works. Hopefully you get through and they can help. Maybe quote my reference number 01820999. Good luck.

belindahowie

Hi,

Ive had the exact same issue. Been on hold with MYOB for hours. Can you please share how they resolved?

SMPENG

This has now been resolved by MYOB support over the phone. Case ref 01820999. Thanks.