Forum Discussion

Carissa_B's avatar
Carissa_B
Experienced Cover User
2 years ago

Pay Super not working

We have recently converted a file from AccountRight to Business.  I have reset up Pay Super in Business however when I go to process the March 24 qtr super payment I receive a message 'A problem occured with processing this super payment.  Please refresh the browser, check the details and try again.'  I refresh the browser and try again but the same issue arises.  I have tried processing for some employees and not others but still the error occurs.  Is it becuase the majority of the pays were processed in Account Right?  Is there a way to find out what the issue is?  In AccountRight it would let you know which employee was causing the issue.

Thanks 

10 Replies

  • Carissa_B's avatar
    Carissa_B
    Experienced Cover User
    2 years ago

    Hi Ozmod, to fix the issue MYOB had to do stuff behind the scenes and I had to set up pay super again in the Business file.  I suggest you ask MYOB to look at the issue.

  • Genreve_S's avatar
    Genreve_S
    MYOB Moderator
    2 years ago

    Hi Carissa_B, 

     

    Thank you for reaching out on the forum.

     

    We appreciate your efforts in troubleshooting the issue before reaching out. To further investigate this, could you please confirm the last 4 digits of your serial number?

     

    We look forward to your response.

     

    Thanks,
    Genreve

  • Carissa_B's avatar
    Carissa_B
    Experienced Cover User
    2 years ago

    Hi Genreve

     

    The last 4 digits of the serial number are 0075.

  • Genreve_S's avatar
    Genreve_S
    MYOB Moderator
    2 years ago

    Hi Carissa_B, 

     

    Thanks for the information. 

     

    The team has worked some changes internally. I recommend redoing your Pay Super set up process to see if the issue persists. Here is the article 'Set up Pay Super', for added information regarding this signup. 
     

    Feel free to create a new thread if you require any other assistance.


    If you managed to fix your Pay Super by going through the process again, please click "Accept as Solution" to assist other users find this information.

     

    Thanks,

    Genreve

  • ozmod's avatar
    ozmod
    Cover User
    2 years ago

    Hi @ Carissa_B,

     

    Just wondering if this issue ever got sorted as I am having exactly the same problem after downgrading from AccountRight to Business. 

  • ozmod's avatar
    ozmod
    Cover User
    2 years ago

    Thanks Carissa_B

     

    I'll keep hassling them :)

  • Camdee's avatar
    Camdee
    Cover User
    9 months ago

    Hey Carissa, could you look at mine too please - last 4 digits are 3675. Thanks

  • Genreve_S's avatar
    Genreve_S
    MYOB Moderator
    9 months ago

    Hi Camdee,

     

    You can reach out to support via live chat through MOCA (MYOB's Online Chat Assistant) or by creating a support ticket from the My Account page. This issue requires further troubleshooting to fix.

     

    In the meantime, feel free to create a new thread if you need any other help.

     

    Regards,

    Genreve

  • Camdee's avatar
    Camdee
    Cover User
    9 months ago

    Hey Genreve-S, could you look at mine too please - last 4 digits are 3675. Thanks

  • Earl_HD's avatar
    Earl_HD
    MYOB Moderator
    9 months ago

    Hi Camdee,

    Welcome to the Community Forum! In this type of scenario, our support team will handle this for you. You can contact our support team for further assistance. The best ways to reach our support team are through live chat (via our virtual assistant MOCA) or by raising a support ticket through myaccount.myob.com.

    Regards,
    Earl
     

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