Forum Discussion

2Dally's avatar
2Dally
Contributing Cover User
2 years ago

Trying to delete or reverse a pay and get error message: Something went wrong.

Brand new file.... first payroll run and it didn't STP report, there is nothing showing up in the STP reporting like the pay didn't even exist.  Grrrrrrrrr...........  Yes, file set up correctly for STP reporting, software registered, check file came up with wonderful every thing is right.

 

Thank God it was on pay only and not 20, so I tried to delete or edit, now since it hasn't STP reported or showing up in Payroll reporting, I should be able to delete the pay, but is asks to Reverse it, thats OK as well, but everytime I go to reverse it, it comes up with a message - "This pay is a reversal.  If you record this pay, the payment method used will be Cash.  Do you want to continue".....  I am using Electronic pay ABA file...

 

If I press yes it comes up with "something has gone wrong and Accountright needs to close, blah blah blah"... the details are:   Message:
(SingleTouchPayrollServiceError): Error while trying to check pay event status from 'https://stp.payroll.prod.myob.com/businesses/b8de139f-02bb-40ca-9e59-1df34f6079d3/payruns/4f293ebb-87d8-4a1d-8de1-ca8fba5f62e6/status'

 

If I close the error and try to reverse it again, it comes up with Delete option, if I try to delete it the pay simply disappears (closes itself), so I try again and again I have reverse, and we keep going in a loop.

 

Yes I have cleared the cache, No this payrun has NOT BEEN STP reports, as this is why I am trying to delete and re-do.  

 

  • Princess_R's avatar
    Princess_R
    MYOB Moderator
    12 months ago

    Hi 2Dally,

     

    Thank you for your post and patience with the delayed response.

     

    The option to delete or reverse a pay depends on whether it has been reported to the ATO. If the payment hasn't been reported, you should have the ability to delete it. Just ensure that you have selected the appropriate settings in Setup >> Preferences before deleting or reversing the payment. In your situation, I suggest clearing your AccountRight Cache and attempting to delete or reverse the payment once more. Ensure that you have the necessary roles and permissions to make changes to payroll transactions. For more information, kindly refer to the Help article, Fixing a Pay.

     

    Please let me know if you require further assistance.

     

    If my response has answered your inquiry, please click "Accept as Solution" to help other users find this information.

     

    Cheers,

    Princess

    • 2Dally's avatar
      2Dally
      Contributing Cover User
      12 months ago

      Hi Princess

       

      Not helpful, I am fully aware of what should happen, very experienced in MYOB, my point was WHAT SHOULD HAPPEN WASN'T.  MYOB wasn't working properly and then would crash.

       

      So not helpful, was looking for an answer saying sorry this crash has happened before this is how you fix it???????  Or be contacted by tech support.

      • Genreve_S's avatar
        Genreve_S
        MYOB Moderator
        12 months ago

        Hi 2Dally, 

         

        Thanks for the information you've added. 

         

        To further delve into the root cause of the error message, we kindly request you to share with us the latest diagnostic log that was generated after the error prompt. You can locate the diagnostic log by adhering to the instructions outlined in this other thread.

         

        We look forward to your response.

         

        Thanks,
        Genreve

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