electronic payment register and bank file don't match

Hi JillL1, 

I can understand why you're chasing this up, after only receiving the case number so far.

Support replies are usually around 3–5 business days, but at the moment the team is receiving a higher number of requests than usual, so response times are taking longer.

We’re not able to see the live queue from here or give an exact timeframe for when the team will respond, but they’ll update you directly through your case as soon as they’ve reviewed it.

Regards,

Genreve

Isaiah_C​ How long does it take for a support response?   we lodged a support request as per your advice on 17/7.   Status is still showing as new.   Other than an email with a case number there has been no other contact.

Hi JillL1,

Thanks for explaining what happened so clearly. I can see why you’d expect the bank file and the Electronic Payment Register to match, especially since the change was made before you clicked Record and the updated split shows correctly in MYOB. As this looks like the bank file may not have picked up the same details shown in the report, it’s best to reach out to our live chat support through our virtual assistant, MOCA, or submit a case via My Account so they can take a closer look at the payroll record and banking setup with you. They’ll have other ways to check what happened and help confirm why the bank file is different in this case. 

Regards,

Sai

Hi Isaiah_C​ 

We commenced processing wages via "Process Payroll" on the desktop version.   Before we completed that process - i.e. prior to clicking "record" an employee requested a change to how their pay would be received (we added an additional bank account to split the pay for that one employee).   Once that was edited we then clicked on record.   The bank file was then created and the electronic payment register printed.   Recreating the bank file would not have made any difference as the edit was done prior to creating the first one.   My argument is that if we are able to make that edit, and it shows on the reports from MYOB, why is the bank file different?

Hi JillL1,

I can understand why that would feel unsettling, especially if the figures only become clear once the bank file is uploaded. At this stage, I wouldn’t want to call it a software error straight away. When electronic payments are processed, MYOB records the payment transaction as part of creating the bank file, rather than earlier in the flow. If you need to recreate the bank file, this help article steps through it for you: https://www.myob.com/au/support/myob-business/banking/electronic-payments/making-electronic-payments?productview=Desktop. It also explains that to recreate a bank file, you’ll need to reprocess the electronic payment, and if an original electronic payment transaction already exists, it may need to be deleted or reversed first.

Regards,
Sai

Hi Genreve_S​ 

It happened during payroll processing, before anything was recorded.   Isn't this a software error?   It is unsettling that we cannot rely on the information ex MYOB to be correct.   We cannot see the correct information until we upload the bank file for payment.  

Hi JillL1, 

Thanks for explaining when the change happened and what it caused. If the bank details were changed after the pay was created, the register can update, but the ABA file may still use the old details.

The safest fix is to delete or reverse that electronic payment, then recreate the bank file so it pulls through the updated bank details.

So before uploading, I’d rely on the new bank file rather than the register alone.

Regards, 

Genreve