I've run my payroll 2 times, and it isn't recording in MYOB. I have done the ATO finalisation, and this is the first payrun for the new financial year. I hit Record, but it doesn't go to the ATO confirmation screen where I put my name in, and goes straight to the overview page, where it has zero balances for everything. Since people need to be paid today, and it's after 6pm, I am running the payroll one last time, doing a save and close, printing the preview payrun report and inputting directly to the bank their pays, but I will still need to be able to process this payrun through the ATO tomorrow. I would love to get a fix for this so I can process it properly.

Get onto chat straight away and they will sort it out. We had this happen yesterday.

i have the same problem, i am trying to process payroll after 2 minutes of loading, a pop up as below comes up.

hi. mine did the same, however not the time out issue, zero records to process or advise the ATO. I had to call them as the online chat advised the clear the current caches but this did not work. They fixed in the background. *

Hi NVSHS, Totally get how nerve-wracking it is when payroll just won’t record properly, nobody wants to mess with payday, and you did exactly the right thing making sure your team still gets paid. However, before you move ahead with reporting anything to the ATO, sorting out the issue with the original pay run now is your best bet for avoiding reporting problems with the ATO down the line. Don’t worry though, since you’ve only got one company file linked to your email, I’ve already run a script on your file to help fix up that $0 pay run. If you’re still having trouble, you can hop over to our live chat via virtual assistant MOCA so we can run the necessary fix directly on your file or send in a support ticket through MyAccount and we’ll get it sorted for you. Cheers, Princess

Hello Princess_R I am have exactly the same issue. Can you please resolve mine as well urgently otherwise I will have alot of unhappy staff. thanks

MYOB not recording Payroll

18 Replies

ilovepho
Trusted Cover User
9 months ago
Get onto chat straight away and they will sort it out. We had this happen yesterday.
Diyana1
Contributing User
9 months ago
i have the same problem, i am trying to process payroll after 2 minutes of loading, a pop up as below comes up.
Kylie_Blair
Contributing User
9 months ago
hi. mine did the same, however not the time out issue, zero records to process or advise the ATO.

I had to call them as the online chat advised the clear the current caches but this did not work. They fixed in the background. *
Princess_R
MYOB Moderator
9 months ago
Hi NVSHS,

Totally get how nerve-wracking it is when payroll just won’t record properly, nobody wants to mess with payday, and you did exactly the right thing making sure your team still gets paid. However, before you move ahead with reporting anything to the ATO, sorting out the issue with the original pay run now is your best bet for avoiding reporting problems with the ATO down the line. Don’t worry though, since you’ve only got one company file linked to your email, I’ve already run a script on your file to help fix up that $0 pay run.

If you’re still having trouble, you can hop over to our live chat via virtual assistant MOCA so we can run the necessary fix directly on your file or send in a support ticket through MyAccount and we’ll get it sorted for you.

Cheers,

Princess
Precision21
Experienced User
9 months ago
Hello Princess_R

I am have exactly the same issue. Can you please resolve mine as well urgently otherwise I will have alot of unhappy staff.

thanks
Princess_R
MYOB Moderator
9 months ago
Hi Diyana1,

Thanks for sending the screenshot, it really helps! Looks like you’ve hit the same issue with payroll loading. No worries, I ran a quick script on your file to help fix it up. If you’re still seeing the error afterwards, please connect with our team directly and we’ll jump in to help you out.

Cheers,

Princess
Princess_R
MYOB Moderator
9 months ago
Hi Precision21,

Definitely not what anyone needs before payday! I totally get how urgent this is, and I’d love to just swoop in and sort it out for you on the spot. The tricky bit is I can't pull up your company file by using your email address registered here. The fastest way to get this sorted is to give our team a quick call or hit us up on live chat via our virtual assistant, MOCA, which will get you connected to someone who can check out your specific details and get things moving pronto.

Cheers,
Princess
NVSHS
Experienced User
9 months ago
Hi Princess,

I haven't had a chance to see if the script solved the problem, as it appears that every employee's
Entitlement Balances have been wiped, and I cannot run the payroll. I can run the Entitlement Balances report for June and it has all the balances to the EOFY, but as of July 1st, everything is zero. I could manually enter the missing figures, however, I am hesitant to do so incase there's something else going on with the program.

Thanks in advance.
Shannon
Isaiah_C
MYOB Moderator
9 months ago
Hi NVSHS,

Totally get why you'd be hesitant. That does sound a bit odd, especially with balances wiping like that after EOFY. Since it might be more than just a display issue, it's best to reach out to our live chat support via our virtual assistant, MOCA so the team can take a closer look and make sure everything's working as it should.

Regards,

Sai
katrinap1
Member
9 months ago
Same with mine, script fixed the pay run issue but all my employees leave balances in their individual file is wiped 😧 Hoping to get a resolution….