Sign In and STP report could not be sent out propertly

Dear Sir/Madam,

Last week I've email my MYOB matters and try to get some support from MYOB team.

But not yet received any support.

Once again, My MYOB matter are the below:

1. Problme with Sign in

2. Problme with Sending STP report to ATO

Attached two files to shows the problem where their are.

I'm looking forward to hearing from your MYOB support team.

Thank you

Kind Regards

Sherry Shi

Genreve_S
2 years ago
Hi recent_0519,

Thanks for the response.

Based on our checks, there don't seem to be any issues with your email address and account. The problem you're experiencing might be related to your device or internet connection. Since you've already tested your internet speed, the next step would be to try logging in on a different device.

If the issue persists, it could be due to browser-related issues. You might want to try clearing your browser cache or using an incognito/private browsing window. If you're still unable to log in, it's possible that your account may be locked. You can unlock your account via the password reset portal.

If none of these steps resolve the issue, please let us know. We're here to assist you further.

Thanks,
Genreve

11 Replies

Doreen_P
MYOB Moderator
2 years ago
Hi, recent_0519

Thanks for your post.

Regarding your issues about declaring a pay run to ATO and logging into your account, we recommend clearing your AccountRight cache to refresh the data. To do this, you may check the Help Article: Clearing the AccountRight Cache for more information. Once done, please try logging in again and send the unreported pay run to ATO. Let us know how it goes.

Best regards,

Doreen
recent_0519
Experienced Cover User
2 years ago
Thank you Doreen.

But it wasn't help.

I'll attach my documents to you for help.

Thank you.

Sherry Shi

E: executivelook@gmail.com
recent_0519
Experienced Cover User
2 years ago
Hi Doreen,

Your email is Community Forum No Reply <noreply@forum.myob.com>.

So I could not reply your email.

Thank you for your email that you've sent a monthly ago.

Sorry for the delayed email reponse and I was in my annual leave.

The problems event with my opening AccountRight system. The STP report that I can go through with Payroll reporting Cetre and find the un-sent report that I can re-send out.

Again attached is for your info. that it still could not be fixed up.

Please would you let me know the solutions to fix up this problem.

Thank you very much.

Sherry Shi

E: executivelook@gmail.com
Genreve_S
MYOB Moderator
2 years ago
Hi recent_0519,

Thanks for the response.

Based on our checks, there don't seem to be any issues with your email address and account. The problem you're experiencing might be related to your device or internet connection. Since you've already tested your internet speed, the next step would be to try logging in on a different device.

If the issue persists, it could be due to browser-related issues. You might want to try clearing your browser cache or using an incognito/private browsing window. If you're still unable to log in, it's possible that your account may be locked. You can unlock your account via the password reset portal.

If none of these steps resolve the issue, please let us know. We're here to assist you further.

Thanks,
Genreve
recent_0519
Experienced Cover User
2 years ago
Thank you for your support, Genreve.

I will check with IT guy.

Kind Regards

Sherry Shi
Shella_A
MYOB Moderator
2 years ago
Hi recent_0519,

You're welcome! Good luck with your IT consultation!

Feel free to reach out if you need any more assistance.

Cheers,

Shella
Janine1568
Contributing Cover User
2 years ago
Good Morning Sherry

We have been having the same issues for weeks. We have cleared our cache etc but, still having the same issues.
Did you resolve?
Kind Regards
Janine
accounts@tdflooring.com.au
recent_0519
Experienced Cover User
2 years ago
Morning Janine1568,

Yes, I've got this problems for more than two months since Feb. it was really headache and waste time when processing MYOB files.
I've been test our internet using home internet and my mobile and found this is our company's internet connation issues. Just two days ago, I get one IT guy to check our internet and found our internet router is having connection problem. So we'll contact Telstra to replace the router late. Currently it's OK that have been using one additional router connection to process MYOB files.
Thank you for the support.

Kind Regards
Sherry Shi
recent_0519
Experienced Cover User
2 years ago
Hi Genreve_S,

Morning.
Yes, I've got this problems for more than two months since Feb. it was really headache and waste time when processing MYOB files.
I've been test our internet using home internet and my mobile and found this is our company's internet connation issues. Just two days ago, I get one IT guy to check our internet and found our internet router is having connection problem. So we'll contact Telstra to replace the router late. Currently it's OK that have been using one additional router connection to process MYOB files.
Thank you for the support.

Kind Regards
Sherry Shi
recent_0519
Experienced Cover User
2 years ago
Hi Doreen,

Morning.
Yes, I've got this problems for more than two months since Feb. it was really headache and waste time when processing MYOB files.
I've been test our internet using home internet and my mobile and found this is our company's internet connation issues. Just two days ago, I get one IT guy to check our internet and found our internet router is having connection problem. So we'll contact Telstra to replace the router late. Currently it's OK that have been using one additional router connection to process MYOB files.
Thank you for the support.

Kind Regards
Sherry Shi