HELP: CANNOT PAY EMPLOYEES (URGENT)

Hi @nelsonluo,

If the pay run isn’t showing up in "Prepare Electronic Payments," it’s a good idea to check that your employees’ payment methods are set to "Electronic" in their card files. This makes sure everything’s set up for the ABA file to generate properly. If it’s still not working, you can connect onto live chat team through our virtual assistant MOCA or pop over to submit a support case via MyAccount for immediate help.

Regards,

Shella

Hi Shella, they were already set to 'Electronic'. I have been able to pay employees and download the ABA file in the past. It was only this week where I have run into this issue. Please advise on any other ways, thank you.

Hi @nelsonluo,

Cheers for confirming that. Since everything’s set up right on your end and it’s worked before, it’s likely something we’ll need to dig into a bit deeper on the backend. Might need a hand from the team to get this sorted properly. You can reach them on Live Chat via our virtual assistant, MOCA or by submitting a support case via MyAccount.

Regards,
Earl

Hi Earl, I've reached out and submitted a case and I'm in an email chain with the support team. I've been following up but have not received any further replies for the last few days after I requested to schedule a call to resolve the problem. Can you please advise what I should do?

Hi NLEA,

Thanks for checking in! I've checked things on our end and can confirm that one of our team members has already emailed you. I’ve also double-checked with the team handling your case, and they’re actively working on a resolution. Don't worry—I’ve given them a nudge to make sure they keep the ball rolling, so you can expect to hear from them soon. Thanks a ton for hanging in there while we sort this out.

Cheers,

Princess