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CR62's avatar
CR62
Contributing User
2 days ago
Solved

Self onboarding issues

Is anyone having issues with the self-onboarding getting stuck half way through?

I sent a request to a new employee to self onboard but apparently it froze at the tax page and she couldn't complete it. I have since deleted the request and card and sent a new invite but I believe she is having the same issue. All I can see at my end it that it is 'in progress' but there is no information in the card so clearly hasn't saved.

I suspect the issue may be at her end (her phone/internet) but thought I'd reach out and check if anyone else has experienced this.

In the meantime, I have reached out to her so I can enter details manually.

  • CR62's avatar
    CR62
    1 day ago

    Thanks Doreen

    It's good to hear that no one else has had this issue.

    As I stated I think the problem is with her phone, as I have since found out that she is also having issues receiving emails and text messages. I have asked her to try another device (desktop / laptop) but am yet to hear back from her.

    I have been self onboarding a number of new employees over the last couple of weeks and she is the only one that has had an issue. I'll let you know if it happens again with anyone else.

    Chris

2 Replies

  • Doreen_P's avatar
    Doreen_P
    MYOB Moderator
    1 day ago

    Hi CR62,

     

    Thanks for checking here, and it was a good call to line up a manual backup option as well. There haven’t been any reported issues around self-onboarding getting stuck like that. It’s worth having the employee try the invite on a different device or internet connection to see if that gets them through the tax page. It’s also great that you’ve reached out to collect the details manually in the meantime, so things can keep moving. If this pops up again with this employee or anyone else, it’d be best to reach out to our team so they can take a closer look. You can contact them on Live Chat via our virtual assistant, MOCA, or by submitting a support case via My Account.

     

    Cheers,

    Doreen

  • CR62's avatar
    CR62
    Contributing User
    1 day ago

    Thanks Doreen

    It's good to hear that no one else has had this issue.

    As I stated I think the problem is with her phone, as I have since found out that she is also having issues receiving emails and text messages. I have asked her to try another device (desktop / laptop) but am yet to hear back from her.

    I have been self onboarding a number of new employees over the last couple of weeks and she is the only one that has had an issue. I'll let you know if it happens again with anyone else.

    Chris

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