Forum Discussion

highettyc's avatar
highettyc
Experienced User
3 years ago

Payroll processing - not recording in electronic payments

We are trying to process a pay as per normal however everytime we go to record the transaction it does not record the electronic payment and erases any work on that particular pay run. I can see from the forum that people had the same issue. How can I fix it? We need to process pays today.

    • highettyc's avatar
      highettyc
      Experienced User

      Can please somebody get back to me urgently so we can get this resolved? I have just spent 1 hr 30 mins on hold trying to speak to a payroll specialist before the line was cut off!

      • Melisa_D's avatar
        Melisa_D
        Former Staff

        Hi highettyc

         

        Sorry to hear about this. I'm looking into this with our teams, they have asked if you can confirm and try the following:

        • Clear your AccountRight cache 
        • Once cleared, can you process a pay for 1-3 employees. Does this work ?
        • If it doesn't work can you try for a single employee 
        • Can you confirm the date range of pay period 
        • Confirmation of the payroll year in setup > General payroll information 

         

        If the above troubleshooting doesn't work, can you try via the web browser to process a pay. Does this work ?