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highettyc's avatar
highettyc
Experienced User
3 years ago

Payroll processing - not recording in electronic payments

We are trying to process a pay as per normal however everytime we go to record the transaction it does not record the electronic payment and erases any work on that particular pay run. I can see from...
Melisa_D's avatar
Melisa_D
Former Staff
3 years ago

Hi highettyc, 

 

Thanks for your post. If you're still experiencing this can you please retrieve the diagnostic log of the AccountRight file and attach it to this thread as a .TXT file after you've attempted to process payroll so we can take a look into this for you. 

highettyc's avatar
highettyc
Experienced User
3 years ago

Can please somebody get back to me urgently so we can get this resolved? I have just spent 1 hr 30 mins on hold trying to speak to a payroll specialist before the line was cut off!

  • Melisa_D's avatar
    Melisa_D
    Former Staff
    3 years ago

    Hi highettyc, 

     

    Sorry to hear about this. I'm looking into this with our teams, they have asked if you can confirm and try the following:

    • Clear your AccountRight cache 
    • Once cleared, can you process a pay for 1-3 employees. Does this work ?
    • If it doesn't work can you try for a single employee 
    • Can you confirm the date range of pay period 
    • Confirmation of the payroll year in setup > General payroll information 

     

    If the above troubleshooting doesn't work, can you try via the web browser to process a pay. Does this work ?

    • highettyc's avatar
      highettyc
      Experienced User
      3 years ago

      Hi Melisa_D 

      I've cleared the cache, tried to process a single pay for date range 1/7-1/7/22. General payroll info shows tax table Jul 22.

      Still not working! 

      When trying to process the pay run through the web browser I get the following error message: Something went wrong. Please try again or refresh the browser. Please try again. If the error persists, get in touch with us. Request ID: 793bc9f8-f2b3-49b1-a403-b5cf8c0cac10.

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