Hi there,
I've done a pay run but having problem downloading the bank file. I keep getting the following error message
'Something went wrong. Please try again or refresh the browser. If the error persists, get in touch with us. Request ID: 508a908e-4737-478f-aba0-fd03259433d0'
I've tried refreshing the browser and attempting the download again, but the issue is still not resolved. help...please!
Thank you!
Hi dndcqz,
It looks like the system's thrown a bit of a wobble with that error message! You've done well to refresh and try again, so great job on giving that a go.
One thing worth checking is whether the bank account linked to your pay run in the Chart of Accounts has all the important details filled in. Things like the account name, BSB, and account number. If anything's missing there, the system can get a little fussy and won't be able to generate the bank file.
Regards,
Sai
Hi Sai,
We've done payroll with you guys for 3 years and it never had any issues like this before so maybe not a bank account issue. Any other possible causes?
Thank you!
Hey dndcqz,
After three fantastic years of smooth payroll operations with us, it could be tricky to hit a bump. If you've recently downloaded the bank file for that pay and is trying to generate it again, the trick is to delete the electronic payment and then re-create it to start fresh. Another option would be to use a different browser, as they can sometimes act up. If it's still the same, make sure to reach out to our team on Live Chat via our virtual assistant, MOCA, or by submitting a support case via MyAccount. They'll be able to check what seems to be happening.
Cheers,
Doreen
We have had clients with the same issue. They never had an error before so we checked all the employee details and made sure the bank account had the right information. Still causing issues. I'll be logging another case for the problem.
Natasha
