Request ID: c23be51d-9bee-423d-a677-19c3492e43e8.

Hi Vanessa9,

Sorry you’re having trouble with that. Please reach out to our live chat support through our virtual assistant, MOCA, or submit a case via My Account and send them a screenshot of the error message, along with a quick note on what you were trying to do when it appeared. They’ll be able to check what’s causing it and guide you through the best fix. 

Regards,

Sai

Hi Sai

I tried using MOCA and it didn't work.  I have already submitted a case along with 3 other cases and they have been sitting there for over a month now with no reply.

My payroll was 3 days ago and the lack of support has caused a lot of duplication of work. I tried calling only to have you hang up on my because there was too many calls going into the helps desk.  I have sat on hold for hours on end with other enquiries.  We have paid for priority help with our subscription and i think one case is from April 2026 and its now June.

Hi Vanessa9,

I’m sorry to hear about your experience, especially with payroll already being processed and the extra work this has caused for you. I understand how disappointing it is to have multiple cases sitting without an update for this long, and I’m sorry as well about the trouble you had when trying to reach support by phone. We’re currently working through a backlog, which has caused delays in some cases. That said, I’ve flagged this with the relevant team so they can review your cases as soon as possible, and someone will assist you as soon as they can. We do appreciate your patience.

Regards,

Sai