Self onboarding issues

Yes, I have been ahving a problem sending out invite for self on-boarding -- Reports Error - Failed to send invite - Try later

Hi CR62,

Thanks for checking here, and it was a good call to line up a manual backup option as well. There haven’t been any reported issues around self-onboarding getting stuck like that. It’s worth having the employee try the invite on a different device or internet connection to see if that gets them through the tax page. It’s also great that you’ve reached out to collect the details manually in the meantime, so things can keep moving. If this pops up again with this employee or anyone else, it’d be best to reach out to our team so they can take a closer look. You can contact them on Live Chat via our virtual assistant, MOCA, or by submitting a support case via My Account.

Cheers,

Doreen

Thanks Doreen

It's good to hear that no one else has had this issue.

As I stated I think the problem is with her phone, as I have since found out that she is also having issues receiving emails and text messages. I have asked her to try another device (desktop / laptop) but am yet to hear back from her.

I have been self onboarding a number of new employees over the last couple of weeks and she is the only one that has had an issue. I'll let you know if it happens again with anyone else.

Chris

Hi Doreen

I ended up setting this employee up manually but know I can't get rid of the invite to onboard.

I know, and have done in the past clicked on the eclipse buttons to the right of the request and it should show that you can resend or cancel invite but when I click on it, it's hidden and I can't see what I'm selecting. see below - this is all I can see.

I did manage to click in the vague area below eclipse buttons but it ended up resending the request.

How can this be fixed so I can see the selection to cancel request.

thanks

Chris 

Hi SCFAccounts,

That error is usually a sign that something is stuck in the file rather than the invite itself.
 

A few things I’d try are clearing the AccountRight cache first, then checking that payroll setup in the file is fully completed. After that, try sending the invite again in Chrome. If it still won’t go through, delete the employee card, recreate it, and resend the invite.
 

If self-onboarding is working for your other employees and it’s only failing for this one, I’d recommend bypassing self-onboarding for now and just creating the employee card manually in AccountRight. You can collect their details directly by email or a form and enter them in that way. 

You can also get in touch with our support team for more help! You can reach them on Live Chat via our virtual assistant, MOCA or by submitting a support case via MyAccount.

Regards,
Earl

Thanks for the feedback, I have sent invites via desktop and online without any issues, with the exception of this person. I'm putting it down to the employee as she is the most unresponsive person I have come across.  hope it sorts itself out for you,