Forum Discussion

SDuddy's avatar
SDuddy
Experienced User
5 months ago
Solved

Pay Slips Not Emailing

I have had random reports from staff over the past couple of pay dates of pay slips not being received.  It is only when I sent other emails to staff regarding pay issues that they respond to advise that they had not received their pay slip.

 

I was very careful today to tick the box at the top of the screen to select all employees to email pay slips.   But now that I go back into the sent emails area, only half of the pay slips are shown.  One of the emails that has not sent is my own, and I have checked that the email is not in spam.  

 

What is going on here?  We are legally obliged to send pay slips to staff and I shouldn't have to double check that this is actually happening.  

 

We are using Accountright Live, desktop version with the file in the cloud, not the browser version.

  • Thankyou for the reply. I tried doing in smaller batches yesterday. 1 out of 24 payslips, didnt go through.  Its still frustrating as I need to go through and work out which one didnt go. I will try this way over the next few weeks and see what happens.

13 Replies

  • Celia_B's avatar
    Celia_B
    MYOB Moderator

    Hi SDuddy,

     

    Thank you for your post. We appreciate you for notifying us about your concern.

     

    Did you received any notification regarding the email not being sent? Can you please check the default pay slip email address of the employee if it is updated. To check this go to Card File >> Card List >> Employee Tab >> Open the employee's card file >> Payroll Details tab, and then check the pay slip Email. Kindly check the Hep Article: Print or email pay slips and Email troubleshooting (emails are not being received).

     

    Let us know if you require further assistance or if you have questions or concerns.

     

    If my response has answered your enquiry, please click "Accept Solution" to assist other user find this information

     

    Kind Regards, 

    Cel

     

    • SDuddy's avatar
      SDuddy
      Experienced User

      Hi Celia

       

      There have been no changes to any staff email addresses and they are all showing correctly. 

       

      No email or bounceback notification is being received to say the email isn't sent, it just isn't sending and I am only finding out when the staff ring me to ask why they haven't got a pay slip.

       

      Staff have previously been receiving pay slips with no problems, and I would say that it is only in December that we have started having issues that staff are selected to receive the payslip email, and it is not sending.  I am ticking the box at the top of the screen to select all staff to email payslips, and then different people are randomly not receiving their payslips.

       

       

      • Celia_B's avatar
        Celia_B
        MYOB Moderator

        HI SDuddy,

         

        Thank you for the update. 

         

        You mentioned that random emails are not sent, in this matter, could you please retrieve the diagnostic log so we can investigate this for you? 

         

        I hope to hear from you soon. 

         

        Kind Regards, 

        Cel

         

    • Celia_B's avatar
      Celia_B
      MYOB Moderator

      Hi SDuddy,

       

      Thank you for sharing the error reports.

       

      Can you please confirm if the section where you entered the employee's email address and option to send by email match with the image below. You can try changing the email option to Print & Email to test this too. 

       

       

      If that matches correctly can  you please check if the Print/Email Payslips >> Emailing >> Advanced Filters and ensure the tick box outlined below is not ticked. 

       

       

      This Help Articles: Email Troubleshooting, Set up AccountRight to send emails, and Viewing pay runs and pay slips, has detailed information and  and process that you can use a reference. 

       

      Feel free to post again if  you need further assistance. 

       

      Kind regards, 

      Cel

       

      • SDuddy's avatar
        SDuddy
        Experienced User

        The payslip option is set to email as we do not print payslips.

        The tickbox in the advanced option is generally ticked on because I only want to see current unsent payslips.

         

        I have been processing payroll in MYOB since 2017 and never had an issue with emailing payslips until recently.

        We are not getting any error messages from the email system regarding these emails, they are just not sending.

         

        I don't need to know how to set up emails in MYOB, we have been emailing documents directly from MYOB for several years now without issue apart from the odd blacklist email address.

         

        It seems like you don't have any idea why this is happening...since the last update.

         

         

         

  • We are having the exact same problem here, random payslips weren't sent for no reason. 

     

    Can we have this issue looked into further and rectified please? We have employees complaining about this every week, and to make it worse, it doesn't happen to the same employee every week. Yesterday I counted all the payslips to be sent and sent them in 4 batches (10-15 payslips each time), I checked the sent emails folders 2 hours after that, only 27 payslips were showing as sent.

     

    This is getting very frustrated. Can MYOB find solution to this problem urgently please?