Forum Discussion

LJZ's avatar
LJZ
Experienced User
5 months ago

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

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.  This is now DAY 3 and we are STILL unable to process our week...
  • Princess_R's avatar
    Princess_R
    5 months ago

    Hi LJZ,

     

    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.

     

    Cheers,

    Princess

Princess_R's avatar
Princess_R
MYOB Moderator

Hi LJZ,

 

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. 

 

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.

 

Cheers,

Princess

LJZ's avatar
LJZ
Experienced User
5 months ago

Hi Princess_R

Thanks for attempting to help me quickly.  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.  :(   I had reached out to MYOB via myob.com/support on Monday but still haven't had a response to my ticket.  As a result, the only option it appears I have left to try is MOCA per your suggestion.  Thanks again for trying.  Sooo frustrated!  :(

 

  • Princess_R's avatar
    Princess_R
    MYOB Moderator
    5 months ago

    Hi LJZ,

     

    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.

     

    Cheers,

    Princess

    • LJZ's avatar
      LJZ
      Experienced User
      5 months ago

      Good morning Princess_R

      Thank you for your ongoing support with this.  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!).  My latest issue now though is it as removed ALL staff employee entitlement balances (for annual leave, sick leave, TOIL and long service leave).  :(  Is there any way of fixing this?  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?  Thanks in advance for your feedback Princess.

      • Princess_R's avatar
        Princess_R
        MYOB Moderator
        5 months ago

        Hi LJZ,

         

        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.

         

        Feel free to get in touch if you need more help.

         

        Cheers,

        Princess

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