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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...
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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