Payroll - First payrun in new Financial Year times-out
I have tried to process the first payrun in the new Financial Year, which "times-out" at the point of recording. Pay period 23/06/24 - 30/06/24 with payment date 04/07/24. System hangs for approx 4 mins after selecting "Record". System returns with error message of "Retry" or "Cancel". Selecting "Retry" results in the same outcome. Only option is to select "Cancel". Payroll is then not recorded. The same problem occurred last FY and was not resolved by MYOB until Friday. Case reference from last year was 01372663 & 01373520.
The employee card ID numbers are being created on the backend of the software once STP has been submitted to the ATO. Therefore, it is being created automatically and not selected. For this, if you wish to have the same number for the employee card ID number, you correct it by manually entering it to the card file so it will have the same number as the STP report.
Please let us know if you require any further assistance with this.
Thank you for your post. Please allow me to extend you a warm welcome to the Community forum. I hope you find plenty of information in this forum.
I understand that it is important for a business to get paid on time. Iapologize for any inconvenience that this issue has caused you, and I appreciate your patience and understanding on this matter. Regarding your issue with the "View invoices link showing the red line", if you're still experiencing this issue with the invoice you sent, please try resizing your logo in your customized form. Then try sending an invoice again. This should display the invoice content.
Please let me know if this has solved your issue with your invoices.
Thanks for your response Princess, but it is not a logo issue... it's an issue with MYOB's software. This is only an issue that has popped up recently and my logo has not changed in the four years I've been using this platform.
Since getting no factual response here, I was finally able to get onto someone at MYOB and they have advised they are aware of the issue as other users appear to be having the same problem and allow 24hours for it to be fixed. Safe to say it was not (and has not) been fixed within 24 hours - what a surprise. It's very disappointing as invoicing is a core aspect of any accounting software, and in it's current capacity MYOB is charging it's customers for a service that they are not fulfilling.
Thank you for your post. I'm sorry to hear that you're still experiencing the red lines error when viewing sent invoices. I understand that this is affecting your business workflow, and this is not the experience we want to provide our customers. I genuinely appreciate your patience and understanding. This issue is still under investigation, and our team is looking for a fix to get this resolved as soon as possible.
In this matter, as this only happens with MYOB Business, I recommend clearing the browser cache. This can help your computer or device run optimally, and doing so can help fix certain problems like loading or formatting issues on sites. Or you can try using another browser.
If you've already resized the logo and the issue persists, kindly try to create a new template and send the invoices again. Please let me know if the issue still exists.
Once again, thank you for your understanding. As I value you as one of our customers, rest assured that I'll pass on your feedback to the relevant team.
This issue is still not fixed, which is concerning given I originally posted about this back in August... and almost three months later it appears that MYOB is sitting on their hands and doing absolutely nothing to rectify this problem.
Everything that you've comment on this thread has proved useless because it is NOT a logo issue and updating the logo does nothing. You also mentioned that it is only affecting MYOB Business accounts, which is incorrect as I use Essential and this is a regular issue that I am being hit with which is 1. making my business look unprofessional and 2. wasting ALOT of my time by then having to manually send invoices to clients when they contacting me saying they can't view their invoice.
In April, MYOB announced that it is raising it's prices but in doing so won't provide it's user with a fully functional platform and won't fix ongoing issues that they are well aware of but seemingly don't care enough to do anything about it. What is the point of being an accounting platform, if you can't get something as simple as sending invoices right?
Please advise when this is being fixed.. and an ACTUAL timeframe, as you can see I am not alone in this problem and everyone is frustrated with a lack of commitment from MYOB to provide the service that we are paying for.
Thank you for your post. We understand how frustrating it is to face this problem with the invoices and how your business is affected. This is not the experience we want to provide our customers. We strive hard to provide a seamless experience for our customers. We sincerely apologize for the inconvenience this issue has caused you.
Regarding your concern, the current workaround is to resize the logo or re-create your customized form. Then try again to send the invoices to your clients. If they're still experiencing the red line when viewing the invoices, please let us know so we can raise and alert the relevant team to this error.
We thank you for your patience and understanding in this matter.
Wow ! That just cant be the answer.....Out of 25 invoices arounf 5 get the red line. I have been on MYOB for morethan 3 years and this started two months ago.
Other peole are conplaining on this forum about the red line are you seriously giving them this same answer ?
Reduce your logo ? Why ? We pay for this service, how is that the answer. Your company is sending the emails.
Regards
Andrea
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- First payrun in new Financial Year times-out","id":"message:871666","revisionNum":1,"repliesCount":25,"author":{"__ref":"User:user:51916"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:Staffing_and_Payroll"},"conversation":{"__ref":"Conversation:conversation:871666"},"readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:871666"},"body":"
I have tried to process the first payrun in the new Financial Year, which \"times-out\" at the point of recording. Pay period 23/06/24 - 30/06/24 with payment date 04/07/24. System hangs for approx 4 mins after selecting \"Record\". System returns with error message of \"Retry\" or \"Cancel\". Selecting \"Retry\" results in the same outcome. Only option is to select \"Cancel\". Payroll is then not recorded. The same problem occurred last FY and was not resolved by MYOB until Friday. Case reference from last year was 01372663 & 01373520.
Have tried clearing Cache.
","body@stringLength":"593","rawBody":"
I have tried to process the first payrun in the new Financial Year, which \"times-out\" at the point of recording. Pay period 23/06/24 - 30/06/24 with payment date 04/07/24. System hangs for approx 4 mins after selecting \"Record\". System returns with error message of \"Retry\" or \"Cancel\". Selecting \"Retry\" results in the same outcome. Only option is to select \"Cancel\". Payroll is then not recorded. The same problem occurred last FY and was not resolved by MYOB until Friday. Case reference from last year was 01372663 & 01373520.
Have tried clearing Cache.
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Pay period 23/06/24 - 30/06/24 with payment date 04/07/24. 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Same problem - and yep same problem last year!! MYOB not good enough!
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This has now been resolved by MYOB support over the phone. Case ref 01820999. Thanks.
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Hi,
Ive had the exact same issue. Been on hold with MYOB for hours. Can you please share how they resolved?
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Hi. No idea. The MYOB support agent run a script over my MYOB and it now works. Hopefully you get through and they can help. Maybe quote my reference number 01820999. Good luck.
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I totally understand you've been experiencing the same issue and have been on hold with MYOB for hours. I apologise for the inconvenience. I've applied a fix script to your file. Please log out and log back in to see if it resolves the issue with STP. If you encounter any further issues or need additional assistance, feel free to let us know.
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Cheers,
\n
Princess
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\n
\n
\n
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Morning,
This is happening to me today also. It happened same time last year so i think MYOB really need to look into this continuing issue to stop this happening EVERY year.
Princess_R - How can i get this fixed ASAP without being on hold for hours. I have employees to be paid today asap.
thank you
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Sorry to hear you're dealing with this issue again. I totally get how important it is to sort this out quickly. Please send me a private message with your serial number and the company file ID (Help > About MYOB AccountRight) that needs fixing. I'm here to help you get this sorted out ASAP.
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Cheers,
\n
Princess
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Hi
I have encountered the same issue when recording - it said retry or cancel. I pressed retry a few times before it eventually recorded. When I went to run a payroll activity summary report afterwards which I use to process the bank transfers, I noticed each pay had processed twice even though pays had only been processed and recorded and submitted once. How do I fix this. I have 89 employees and really don't want to have to go in and delete the double up for each employee. Please help ASAP. I have no idea how this has happened.
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I am having the same problem, please let me know when this will be fixed (I need to pay staff on Friday).
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This can be frustrating sometimes. No worries, I can take a look at this for you. Could you please reply with the last four digits of your Serial Number and Company File ID? Thank you!
Looking forward to your response.
Regards, Earl
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Hi Earl, can you please run script over serial file number ending in 4972. company file ID 3?
It's fairly urgent!
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Thanks for providing the information via private message. I've successfully arranged an online script over your file that should fix the issue.
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@Christy4, my apologies, but I can't seem to locate the serial number ending in 4972 using your email registered here in the Community Forum. If you could send me the 12-digit serial number, I'd be glad to help you with this. Thank you!
Regards, Earl
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Sorry Earl, the serial number is -----------------
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Hi Earl,
Good news is that the payroll is now working. The bad news is that whatever the script did, it wiped the opening balances for all leave accruals (despite them clearly being marked as carry over to new year). Is there another script that fixes this?
Regards, Christy
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I am also having the same issue as Christy4. All my entitlements have been wiped. I have raised a case # 01821659 but so far no solution. Please let me know if you come up with a script that works. My serial number ends in 0178. Thanks.
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Thanks for your response. We are currently aware of this issue. As a temporary workaround, you can void the pay run and then enter the hours for the accrual from the previous payroll year. If you continue to experience this issue, please contact MOCA through myob.com/support for any queries or assistance. If MOCA cannot provide the help you need, our live chat team is available to escalate the issue further.
Feel free to start a new post if you have further queries and one of us will be happy to assist you.
Regards, Earl
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I have the same issue since yesterday
trying to do pay period 24-30 Jun and pay date 10.07.2024, once i click record...it then kept loading for couple mins then pop up with a window said its time out
Can u tell me how do i fix it? Thanks
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This is also happening I need to process the payroll asap - who can I call??
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