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AirconRentals's avatar
AirconRentals
Cover User
15 days ago

Unable to process pays - 3 hours and hung up on when calling

I completed the final pay on Friday for the year and lodged the STP, which was accepted. 

 

I can't process the first pay for this year, I've tried both browser and desktop, and neither will process.

 

Browser gets get the red time out error message and the desktop just does $0 value with no transaction created.

 

I've tried to call the support number and after 3 hours waiting on hold, I heard "you have 10 seconds" and then I was hung up on.

 

I've tried putting in later periods and later payment dates and still nothing.

I need to be processing this today

browser

3 Replies

  • SSTan's avatar
    SSTan
    Member
    14 days ago

    I do hope someone answers your question, as I have had the same issue today. And I still have not managed to pay 73 employees. At least you lasted longer than me on the phone; I hung up after an hour. No matter what I try, I cannot record the pays. 

  • JoseGomez2022's avatar
    JoseGomez2022
    Experienced User
    14 days ago

    Hi Team,

     

    please contact MOCA team and let them know you are having the same issues every year with the very first pay run. ASK THEM TO RUN THE SCRIP that fixed that problem. They will ask for screen shots of the error and include the very last photo with ceros.

     

    Ask to talk to a human.

     

    They will ask your name and last name:

    Serial or ID Client:

    Company ID:

    Email for login reason:

  • RoxanneM's avatar
    RoxanneM
    Member
    14 days ago

    Issue was resolved after speaking to someone. MYOB had to run a script from the back end team and then the pays processed in batches. 

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