STILL can't process first pay run for the new financial year!!!!

Question

I have been waiting on a response since Monday and was told the issue was a problem with the ATO and that everything had now been fixed.&nbsp; This is now DAY 3 and we are STILL unable to process our weekly staff payroll that was due on Monday 1 July.&nbsp; Can you please kindly assist us as a matter of urgency?&nbsp; The last 4 digits of our serial no. are 6670.&nbsp; Pleeeeeease help us!!!!&nbsp; The pay run has been successfully saved online but we are unable to record/report it and progress to the 'prepare payments' stage.&nbsp; Thanks in advance for your assistance.

princess_r · Accepted Answer

Hi LJZ,
&nbsp;
I can understand how frustrating this must be. I've applied some fixed scripts again to your file to help you with reporting and recording your payments. Could you give reporting the pay run another shot? Please make sure that the pay run hasn't been reported to the ATO yet to avoid any duplication of payments. If you're still having trouble, feel free to get in touch.
&nbsp;
Cheers,
Princess

princess_r · Answer

Hi LJZ,
&nbsp;
You're welcome! I'm really glad I could help. If you have any more questions or need further assistance, feel free to reach out.&nbsp;
&nbsp;
Cheers,
Princess

princess_r · Answer

Hi LJZ,
&nbsp;
Sorry to hear about the ongoing issue with processing your pay run. I understand the urgency, and I've applied a fix script to your file to address the issue. Please try reporting your payment again. Ensure to clear the cache and check payroll reports before reporting to ATO.&nbsp;
&nbsp;
If you're still encountering problems with processing payments via STP, I recommend visiting our support sites like myob.com/support or myaccount.myob.com to use MOCA, our virtual assistant. MOCA can provide immediate assistance and, if needed, will connect you to our live chat team for further support.
&nbsp;
Cheers,
Princess

ljz · Answer

Hi Princess_RThanks for attempting to help me quickly.&nbsp; I have cleared my caches (for both MYOB desktop and Google Chrome) and I regret that I am still unable to record/report my pay run.&nbsp; :(&nbsp; &nbsp;I had reached out to MYOB via myob.com/support on Monday but still haven't had a response to my ticket.&nbsp; As a result, the only option it appears I have left to try is MOCA per your suggestion.&nbsp; Thanks again for trying.&nbsp; Sooo frustrated!&nbsp; :(&nbsp;

ljz · Answer

Good morning Princess_RThank you for your ongoing support with this.&nbsp; I ended up following your suggestion and reached out to the MOCA team last night. Joana ran a script for me and I was eventually able to process the pay run (yayy!).&nbsp; My latest issue now though is it as removed ALL staff employee entitlement balances (for annual leave, sick leave, TOIL and long service leave).&nbsp; :(&nbsp; Is there any way of fixing this?&nbsp; Or am I going to need to print each employee's last pay slip for FY2023-24 to retrieve their former balance and manually add on the leave activity that has occurred in this first pay run for the financial year?&nbsp; Thanks in advance for your feedback Princess.

princess_r · Answer

Hi LJZ,
&nbsp;
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. Your patience and understanding during this time are highly appreciated.
&nbsp;
Feel free to get in touch if you need more help.
&nbsp;
Cheers,
Princess

Forum Discussion

STILL can't process first pay run for the new financial year!!!!

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