Issues with MYOB Teams

Question

I am unable to approve timesheets for two employees, both for the same day.  Every other day has approved.  I have tried deleting the times they have entered, and re-entering a timesheet.  This makes no difference.

We are also getting employees reporting that they are unable to view submitted timesheets in the app.  This is leading them to think that they haven't submitted the timesheet, and doing it all over again.  It shouldn't let someone submit two timesheets for the same day!

SDuddy · Answer

Hi Genreve

Um, this is not my first rodeo.  We deleted the timesheet for the day that kept giving approval error messages, created new entries and it still would not approve.  These are employees that have been using the Team app for over a year now, it's not a setup issue.  Every other day in the last fortnight went through except for this one (and only for two employees out of ten using the app).

We already tried uninstalling and reinstalling the app to fix the display issue.  I tried to submit a ticket through MOCA, but when I said it was for different software, it closed the conversation and said I had to ring support.  Given that I was under time pressure to get payroll completed, I did not have capacity to sit on the phone for an extended period waiting to talk to someone.

Last time I rang support for an issue with the Team app, we went back and forth for two weeks until they finally spoke to the dev team and found out it was a known issue.  Their suggested solution was I should check every time sheet individually to ensure that the correct times were being recorded, which only works if the staff are writing down their hours somewhere else...and defeats the purpose of having an app.  So I am not overly confident in the knowledge or ability of the support team.

Genreve_S · Answer

Hi @SDuddy,

That’s a bit of a hassle when you’ve gone through the setup, and the timesheets still won’t play ball.

For those two employees on that one day, log into the MYOB Team admin portal, filter by that date and those staff members, and delete any duplicate timesheets for the same day. Then, have them submit a fresh timesheet each and approve it within the portal. If it still won’t approve, in AccountRight, go to Payroll > Payroll Categories > Wages > Base Hourly and make sure:

* It’s named exactly Base Hourly, and
* Those employees are ticked on that category, and that Setup > Preferences > “I use timesheets for payroll…” is turned on.

For staff who can’t see their submitted timesheets in the app, ask them to update or reinstall the MYOB Team app. If that doesn’t resolve the issue, I suggest reaching out to our support team so they can investigate further what’s happening with those timesheets. You can submit a ticket from My Account or initiate a live chat through MOCA, our virtual assistant.

Regards,
Genreve