Kameleon Group Pty Ltd serial number **** **** **** When I process our payroll using the web version of AccountRight there are 2 issues occurring. First issue (this has been occurring for over a year. I have tried MYOB support but they were unhelpful): When I have entered all the pays and I click 'Next’ to move to the next screen (which lists all of the staff in the pay run and their net pay amounts), I get the 'Checking pay run failed. Try again' message every single time. PLEASE DO NOT TELL ME that it’s because I’ve ‘saved’ and gone back into it, I NEVER do that! I process payroll start to finish without saving and closing it until I am finished. For the past year and a bit, I have just ignored the message it and continued. Everything seems to work fine, including STP reporting. To try to isolate which employee is causing this message to appear, I have created pay runs for each employee but in small groups – 5 or 6 in each pay run, (and then cancelled the pay runs before it gets to the ‘Record’ bit). I never get this message and therefore I am at a loss to understand why the message only displays when I run the payroll for all employees. Second issue: When I click 'Record' and fill out the STP reporting authorisation, I get this error: "Something went wrong. Please try again or refresh the browser. Please try again, if the error persists, get in touch with us. Request ID: b434e3bf-27d0-4357-bd3b-095bdc44750d." I cannot proceed further. I go into the desktop version of AccountRight, and when I click on 'Process Payroll' I get a pop up telling me a pay run was saved but the dates are all 1/01/001. If I click on 'Continue' I get an error telling me 'AccountRight needs to close' and I have no choice but to restart AccountRight. The only option I have is to go back to the web version, delete the payroll I've just created and re-create it in the desktop version so that it processes end to end. With 45 staff, that is annoying!
I'm sorry to hear about your difficulties in creating pay runs. In my understanding, the first issue you have could be connected or is caused by the second issue. I suggest opening each employee contact from the browser, going to the Payroll Details tab, clicking the Leave tab, and clicking Save. This process will update the background data of that employee. After which you can try processing the pay run again.
Let us know if you need further assistance or the issue persists.
I went into each employee's leave tab and 'saved' as you suggested.
I have just processed our fortnightly payroll again and the same problem/s exist.
Issue #1
I finish updating the pay records in the payrun and click on 'Next’ to move to the next screen which shows a list of all of the staff in the pay run, their last net pay amount and their current payrun net amounts.
The same error - "Checking pay run failed. Try again" message came up again. As it has for the past 12 months or so. Up until the last couple of payruns, I have been able to continue finalising the payrun from this point (regardless of that error) without any issues.
Issue #2
Today when I had finished updating the pay run, I clicked 'Record' , then filled out the STP reporting authorisation, then clicked 'submit to ATO' and this error appeared and I could go no further:
"Something went wrong. Please try again or refresh the browser. Please try again. If the error persists, get in touch with us. Request ID: b377245d-490d-4720-9560-ee036540f7b4"
Then I had to go into the desktop version of MYOB, create a payrun and re-enter all of the payroll for the 47 employees.
I will not be using the web version of MYOB for payroll again. It's a waste of my time doing this stuff twice every time.
Thank you so much for your detailed post and my apologies for the late response. If you get an error when recording a pay run that it has failed the STP, click on Update details to check the error code. Or, you can click on Payroll Reporting>>Check Payroll Details in the desktop to view any issues. Please feel free to send us screenshots of any errors so that we help resolve them.
If the problem continues, kindly retrieve your diagnostic and error logs the next time the error message appears, and attach them to your response here. This will enable us to conduct a more in-depth investigation into the issue.
Looking forward to hearing from you soon! Regards, Earl
The issue you're experiencing requires thorough investigation. If the resolution provided didn't work on your end, I highly suggest getting in touch with our live chat for further assistance. To get through to a live chat agent, you will need to get in touch first to our virtual assistant, MOCA through myob.com/support. Don't worry, if MOCA can't provide the help you need, our live chat team is just around the corner to pick up from where MOCA left off.
I have been experiencing the exact same issues as HelenHolman with our payroll. When trying to process payroll through the online version I receive a 'checking pay run failed. try again' message. If I try to record I get the following 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: 7acbe4d1-d9ca-4b6a-9e8d-f55e39f6308c.'. When I go into the desktop version and click on process payroll a saved payroll comes up with dates 1/01/0001. With 80 employees, I do not want to have to re-process this. I started a chat with MOCA this morning and when I get to the option of chatting with an agent, the chat options given won't work and the chat screen closes. Very frustrating. Can somebody please assist as soon as possible.
OH THANK THE LORD there's someone out there who has had the same experience as I have with the online payroll module!
I get to exactly 33 pays before it all turns to custard. Thankfully I have half the payroll you do and so was processing the pays in 2 batches for a while.
When I had absolutely no luck with support I gave up and went back to processing via the desktop version. With rumours that MYOB is moving to online only, this is a massive issue!
I have had the same issue previously and ended up having to re-do the entire payroll again in desktop which was a real headache. When it happened again, I found your message thread and read that you were experiencing the exact same issues, so I was relieved that it wasn't just me having these issues. Based on your message though, it sounds like support never found a solution to the issue which is disappointing and concerning especially if they are eventually moving MYOB to online only.
Absolutely! I've just done the pays today but will try the online version again next pay and see how I go. I just got so sick of getting given the same 'solutions' from support, even though I have said (more than once) that none of them work.
I'm sorry to hear that you're still experiencing issues with payroll processing. If you've already tried all the suggested solutions and are still facing the problem, and since you're also having trouble with live chat, submitting a case will ensure that your request is reviewed and addressed as soon as possible. You can submit a support case via MyAccount.
Hi Anne - glad someone else is having the same issue - not good for you though! I had MYOB support 'shadow' me during my last pay run, using the online version, and it was decided in that session that it is an issue at their end. I can only get 34 employees into one pay run before the errors start. The only answer for me to be able to use Accountright Plus online payroll is to either split the pay run into mutliple pay runs (nope nope nope!) or use the desktop version till the Product & Development team can sort this out.
Thanks for the information - I have the exact same problem! After reading your messages, I removed enough employees from the run to keep it under 34 and was able to process it and then I only had to re-enter the others on a separate run. I'm going to submit a support case and, in the meantime, go back to desktop version, I guess.
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Kameleon Group Pty Ltd serial number **** **** **** When I process our payroll using the web version of AccountRight there are 2 issues occurring. First issue (this has been occurring for over a year. I have tried MYOB support but they were unhelpful): When I have entered all the pays and I click 'Next’ to move to the next screen (which lists all of the staff in the pay run and their net pay amounts), I get the 'Checking pay run failed. Try again' message every single time. PLEASE DO NOT TELL ME that it’s because I’ve ‘saved’ and gone back into it, I NEVER do that! I process payroll start to finish without saving and closing it until I am finished. For the past year and a bit, I have just ignored the message it and continued. Everything seems to work fine, including STP reporting. To try to isolate which employee is causing this message to appear, I have created pay runs for each employee but in small groups – 5 or 6 in each pay run, (and then cancelled the pay runs before it gets to the ‘Record’ bit). I never get this message and therefore I am at a loss to understand why the message only displays when I run the payroll for all employees. Second issue: When I click 'Record' and fill out the STP reporting authorisation, I get this error: \"Something went wrong. Please try again or refresh the browser. Please try again, if the error persists, get in touch with us. Request ID: b434e3bf-27d0-4357-bd3b-095bdc44750d.\" I cannot proceed further. I go into the desktop version of AccountRight, and when I click on 'Process Payroll' I get a pop up telling me a pay run was saved but the dates are all 1/01/001. If I click on 'Continue' I get an error telling me 'AccountRight needs to close' and I have no choice but to restart AccountRight. The only option I have is to go back to the web version, delete the payroll I've just created and re-create it in the desktop version so that it processes end to end. With 45 staff, that is annoying!
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Kameleon Group Pty Ltd serial number **** **** **** When I process our payroll using the web version of AccountRight there are 2 issues occurring. First issue (this has been occurring for over a year. I have tried MYOB support but they were unhelpful): When I have entered all the pays and I click 'Next’ to move to the next screen (which lists all of the staff in the pay run and their net pay amounts), I get the 'Checking pay run failed. Try again' message every single time. PLEASE DO NOT TELL ME that it’s because I’ve ‘saved’ and gone back into it, I NEVER do that! I process payroll start to finish without saving and closing it until I am finished. For the past year and a bit, I have just ignored the message it and continued. Everything seems to work fine, including STP reporting. To try to isolate which employee is causing this message to appear, I have created pay runs for each employee but in small groups – 5 or 6 in each pay run, (and then cancelled the pay runs before it gets to the ‘Record’ bit). I never get this message and therefore I am at a loss to understand why the message only displays when I run the payroll for all employees. Second issue: When I click 'Record' and fill out the STP reporting authorisation, I get this error: \"Something went wrong. Please try again or refresh the browser. Please try again, if the error persists, get in touch with us. Request ID: b434e3bf-27d0-4357-bd3b-095bdc44750d.\" I cannot proceed further. I go into the desktop version of AccountRight, and when I click on 'Process Payroll' I get a pop up telling me a pay run was saved but the dates are all 1/01/001. If I click on 'Continue' I get an error telling me 'AccountRight needs to close' and I have no choice but to restart AccountRight. The only option I have is to go back to the web version, delete the payroll I've just created and re-create it in the desktop version so that it processes end to end. With 45 staff, that is annoying!
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I'm sorry to hear about your difficulties in creating pay runs. In my understanding, the first issue you have could be connected or is caused by the second issue. I suggest opening each employee contact from the browser, going to the Payroll Details tab, clicking the Leave tab, and clicking Save. This process will update the background data of that employee. After which you can try processing the pay run again.
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Let us know if you need further assistance or the issue persists.
I'm sorry to hear about your difficulties in creating pay runs. In my understanding, the first issue you have could be connected or is caused by the second issue. I suggest opening each employee contact from the browser, going to the Payroll Details tab, clicking the Leave tab, and clicking Save. This process will update the background data of that employee. After which you can try processing the pay run again.
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Let us know if you need further assistance or the issue persists.
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Thanks, Genreve
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Hi Genreve
I went into each employee's leave tab and 'saved' as you suggested.
I have just processed our fortnightly payroll again and the same problem/s exist.
Issue #1
I finish updating the pay records in the payrun and click on 'Next’ to move to the next screen which shows a list of all of the staff in the pay run, their last net pay amount and their current payrun net amounts.
The same error - \"Checking pay run failed. Try again\" message came up again. As it has for the past 12 months or so. Up until the last couple of payruns, I have been able to continue finalising the payrun from this point (regardless of that error) without any issues.
Issue #2
Today when I had finished updating the pay run, I clicked 'Record' , then filled out the STP reporting authorisation, then clicked 'submit to ATO' and this error appeared and I could go no further:
\"Something went wrong. Please try again or refresh the browser. Please try again. If the error persists, get in touch with us. Request ID: b377245d-490d-4720-9560-ee036540f7b4\"
Then I had to go into the desktop version of MYOB, create a payrun and re-enter all of the payroll for the 47 employees.
I will not be using the web version of MYOB for payroll again. It's a waste of my time doing this stuff twice every time.
I went into each employee's leave tab and 'saved' as you suggested.
I have just processed our fortnightly payroll again and the same problem/s exist.
Issue #1
I finish updating the pay records in the payrun and click on 'Next’ to move to the next screen which shows a list of all of the staff in the pay run, their last net pay amount and their current payrun net amounts.
The same error - \"Checking pay run failed. Try again\" message came up again. As it has for the past 12 months or so. Up until the last couple of payruns, I have been able to continue finalising the payrun from this point (regardless of that error) without any issues.
Issue #2
Today when I had finished updating the pay run, I clicked 'Record' , then filled out the STP reporting authorisation, then clicked 'submit to ATO' and this error appeared and I could go no further:
\"Something went wrong. Please try again or refresh the browser. Please try again. If the error persists, get in touch with us. Request ID: b377245d-490d-4720-9560-ee036540f7b4\"
Then I had to go into the desktop version of MYOB, create a payrun and re-enter all of the payroll for the 47 employees.
I will not be using the web version of MYOB for payroll again. It's a waste of my time doing this stuff twice every time.
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Thank you so much for your detailed post and my apologies for the late response. If you get an error when recording a pay run that it has failed the STP, click on Update details to check the error code. Or, you can click on Payroll Reporting>>Check Payroll Details in the desktop to view any issues. Please feel free to send us screenshots of any errors so that we help resolve them.
If the problem continues, kindly retrieve your diagnostic and error logs the next time the error message appears, and attach them to your response here. This will enable us to conduct a more in-depth investigation into the issue.
Looking forward to hearing from you soon! Regards, Earl
Thank you so much for your detailed post and my apologies for the late response. If you get an error when recording a pay run that it has failed the STP, click on Update details to check the error code. Or, you can click on Payroll Reporting>>Check Payroll Details in the desktop to view any issues. Please feel free to send us screenshots of any errors so that we help resolve them.
If the problem continues, kindly retrieve your diagnostic and error logs the next time the error message appears, and attach them to your response here. This will enable us to conduct a more in-depth investigation into the issue.
Looking forward to hearing from you soon! Regards, Earl
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The issue you're experiencing requires thorough investigation. If the resolution provided didn't work on your end, I highly suggest getting in touch with our live chat for further assistance. To get through to a live chat agent, you will need to get in touch first to our virtual assistant, MOCA through myob.com/support. Don't worry, if MOCA can't provide the help you need, our live chat team is just around the corner to pick up from where MOCA left off.
The issue you're experiencing requires thorough investigation. If the resolution provided didn't work on your end, I highly suggest getting in touch with our live chat for further assistance. To get through to a live chat agent, you will need to get in touch first to our virtual assistant, MOCA through myob.com/support. Don't worry, if MOCA can't provide the help you need, our live chat team is just around the corner to pick up from where MOCA left off.
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Best regards,
\n
Doreen
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I have been experiencing the exact same issues as HelenHolman with our payroll. When trying to process payroll through the online version I receive a 'checking pay run failed. try again' message. If I try to record I get the following 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: 7acbe4d1-d9ca-4b6a-9e8d-f55e39f6308c.'. When I go into the desktop version and click on process payroll a saved payroll comes up with dates 1/01/0001. With 80 employees, I do not want to have to re-process this. I started a chat with MOCA this morning and when I get to the option of chatting with an agent, the chat options given won't work and the chat screen closes. Very frustrating. Can somebody please assist as soon as possible.
I have been experiencing the exact same issues as with our payroll. When trying to process payroll through the online version I receive a 'checking pay run failed. try again' message. If I try to record I get the following 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: 7acbe4d1-d9ca-4b6a-9e8d-f55e39f6308c.'. When I go into the desktop version and click on process payroll a saved payroll comes up with dates 1/01/0001. With 80 employees, I do not want to have to re-process this. I started a chat with MOCA this morning and when I get to the option of chatting with an agent, the chat options given won't work and the chat screen closes. Very frustrating. Can somebody please assist as soon as possible.
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OH THANK THE LORD there's someone out there who has had the same experience as I have with the online payroll module!
I get to exactly 33 pays before it all turns to custard. Thankfully I have half the payroll you do and so was processing the pays in 2 batches for a while.
When I had absolutely no luck with support I gave up and went back to processing via the desktop version. With rumours that MYOB is moving to online only, this is a massive issue!
OH THANK THE LORD there's someone out there who has had the same experience as I have with the online payroll module!
I get to exactly 33 pays before it all turns to custard. Thankfully I have half the payroll you do and so was processing the pays in 2 batches for a while.
When I had absolutely no luck with support I gave up and went back to processing via the desktop version. With rumours that MYOB is moving to online only, this is a massive issue!
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Hi HelenHolman
I have had the same issue previously and ended up having to re-do the entire payroll again in desktop which was a real headache. When it happened again, I found your message thread and read that you were experiencing the exact same issues, so I was relieved that it wasn't just me having these issues. Based on your message though, it sounds like support never found a solution to the issue which is disappointing and concerning especially if they are eventually moving MYOB to online only.
I have had the same issue previously and ended up having to re-do the entire payroll again in desktop which was a real headache. When it happened again, I found your message thread and read that you were experiencing the exact same issues, so I was relieved that it wasn't just me having these issues. Based on your message though, it sounds like support never found a solution to the issue which is disappointing and concerning especially if they are eventually moving MYOB to online only.
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Absolutely! I've just done the pays today but will try the online version again next pay and see how I go. I just got so sick of getting given the same 'solutions' from support, even though I have said (more than once) that none of them work.
Absolutely! I've just done the pays today but will try the online version again next pay and see how I go. I just got so sick of getting given the same 'solutions' from support, even though I have said (more than once) that none of them work.
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I'm sorry to hear that you're still experiencing issues with payroll processing. If you've already tried all the suggested solutions and are still facing the problem, and since you're also having trouble with live chat, submitting a case will ensure that your request is reviewed and addressed as soon as possible. You can submit a support case via MyAccount.
I'm sorry to hear that you're still experiencing issues with payroll processing. If you've already tried all the suggested solutions and are still facing the problem, and since you're also having trouble with live chat, submitting a case will ensure that your request is reviewed and addressed as soon as possible. You can submit a support case via MyAccount.
\n
\n
\n
Regards,
\n
Sai
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Hi I am having the same issue with online payroll. Receive the following message:
Can someone please help! Its frustrating that we can't appear to be able to use online payroll.
Hi I am having the same issue with online payroll. Receive the following message:
Can someone please help! Its frustrating that we can't appear to be able to use online payroll.
Regards
Anne
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Hi Anne - glad someone else is having the same issue - not good for you though! I had MYOB support 'shadow' me during my last pay run, using the online version, and it was decided in that session that it is an issue at their end. I can only get 34 employees into one pay run before the errors start. The only answer for me to be able to use Accountright Plus online payroll is to either split the pay run into mutliple pay runs (nope nope nope!) or use the desktop version till the Product & Development team can sort this out.
Hi Anne - glad someone else is having the same issue - not good for you though! I had MYOB support 'shadow' me during my last pay run, using the online version, and it was decided in that session that it is an issue at their end. I can only get 34 employees into one pay run before the errors start. The only answer for me to be able to use Accountright Plus online payroll is to either split the pay run into mutliple pay runs (nope nope nope!) or use the desktop version till the Product & Development team can sort this out.
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How frustrating for you. Thank you for letting me know. I certainly don't want to do separate payrolls! Not enough time in the day to do that!
How frustrating for you. Thank you for letting me know. I certainly don't want to do separate payrolls! Not enough time in the day to do that!
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Thanks for the information - I have the exact same problem! After reading your messages, I removed enough employees from the run to keep it under 34 and was able to process it and then I only had to re-enter the others on a separate run. I'm going to submit a support case and, in the meantime, go back to desktop version, I guess.
Thanks for the information - I have the exact same problem! After reading your messages, I removed enough employees from the run to keep it under 34 and was able to process it and then I only had to re-enter the others on a separate run. I'm going to submit a support case and, in the meantime, go back to desktop version, I guess.
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