Self onboarding issues

Thanks for the feedback, I have sent invites via desktop and online without any issues, with the exception of this person. I'm putting it down to the employee as she is the most unresponsive person I have come across.  hope it sorts itself out for you,

Hi Earl,

We have also had this issue a few times in the last month (we work from the desktop) and now especially with returning employees we have had several failures to send.  We have had several employees saying it stops at the Tax tab section.  I delete from the original employee card their email address, tax file number, phone number, change their surname then issue a new invite and it won't send, we get the message "failed to send email we couldn't send the invite try again later" .  I delete the new card and start the invite process again & still same problem.  I then enter all their details from their previous card to a new card manually & then invite them to review.  This sometimes will work but then we don't get the "View PDF" button to download their consent to FWIS & CEIS statements. On Tuesday 30.06.26 I attempted to send to a returning employee the invite for onboarding but message was please try later.  Yesterday I sent the invite out by this adapted version of onboarding, deleting info from original card, manually entering info onto new card & then sending for them to review, the employee advised they submitted their details, they showed me the screenshot of them getting the "all completed & sent confirmation, but nothing our end, it says employee still needs to submit.  I have gone to the browser to delete via the ellipsis ... button to cancel the invite but get the message "invited failed to be cancelled try again later or contact myob support".  I have re-tried this today and still the same.

Hi SusanHi TMyers,

I'm sorry to hear your new employee is running into the same issue. If you’ve already tried the suggestions shared in the thread and it’s still freezing during self-onboarding, the best next step would be to get in touch with our live chat support through our virtual assistant, MOCA, or submit a case via My Account so they can look into it properly. They’ll be able to check what’s happening from the backend and help with the next steps.

Regards,

Sai

Hi TMyers,

Sorry to hear about this. If you’re still running into this even after trying all the workarounds mentioned in the post, it’d be best to get our support team to take a closer look at why the tax form is freezing during self-onboarding. You can reach out to them via the Contact Us page so they can dig into what’s going on behind the scenes.

Cheers,

Doreen

Hi DMT1,

It’s worth having the employee try the invite on a different device or internet connection, just in case that tax page is having a little wobble there. It’s also great that you’re collecting the details manually in the meantime so things can keep moving. If this pops up again for 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 submit a support case through My Account.

Cheers,

Doreen

Live Chat and MOCA couldn't assist us.   As someone else been able to get in contact to submit this error 

Hi Doreen

It's obviously not a device or internet issue due to the number of people having the same issue.

I use desktop, I deleted the employee, cleared the MYOB cache, re-entered employee in web browser and sent invite.  It worked this time.  The employee was a new employee card as he changed from contractor to employee this week.