Has there been an update on this please? As per my comment above this is happening for me too and I am stuck on Number 1 - its far from ideal to have manually do this along with everything else in this new process.
Hi Edwina,
Thanks for following up. I understand it’s cumbersome having to manually change the reference number, especially when it should be updating automatically.
If you’re seeing the same behaviour on your file, this will need the team to check the stored data on the affected list and update it where needed. Please reach out to our team via Live Chat through MOCA, our virtual assistant or submit a support case through My Account so they can look into your file directly.
Regards,
Genreve
Hi Genreve_S
I find this pretty frustrating; I raised a ticket in My Account last Friday and have not heard a thing. I've just run payroll again for the week and have had to manually change the reference.
How and why is this occurring? How many days does it take to get support on this issue?
Hi Edwina,
I understand how frustrating this is, especially when you’ve already raised a case and are still having to manually change the reference number each pay run.
I’m also sorry you have not yet received an update. We are currently experiencing a high volume of support requests, which is contributing to longer response times.
If the reference number keeps defaulting to the same value, it usually means the team needs to review the stored data behind the affected list in the file.
As a case is already lodged, it will be picked up and worked on by the team handling these requests.
Regards,
Genreve
I did this a month ago and no response from MYOB yet. Just a phone call asking why I'm not accepting online payments.
this is a basic expectation of software not a special task - how do I escalate this successfully?
Hi Edwina,
I'd understand it’s not ideal having to manually update those references each time you process super payments, but at the moment that’s the only option available.
This has already been raised with our developers, and they’re aware of the feedback coming through. We don’t have a definite timeframe to share just yet, but we’ll pass on more information as soon as we have it.
Cheers,
Princess
