Forum Discussion

Advocacy's avatar
Advocacy
Experienced Cover User
2 years ago
Solved

MYOB Phone line dropping out

Is anyone else having trouble getting help from MYOB on the phone, today I have rang and been put through to the payroll specialist, 4 time the phone has dropped out, after the first time I gave them my mobile and asked they call back if it droped again...they dont call back. This is so frustrating, and where can you complain, I spoke to who I thought was a manager and that didnt help either. 

  • Komal_S's avatar
    Komal_S
    2 years ago

    Hi Advocacy 

     

    Without detailed information, it would be hard to identify what's causing this problem, but generally if you're
    using AccountRight, and the correct ATO reporting category was assigned to the salary sacrifice payroll category prior to running the zero dollar payruns, and if everything was processed correctly, the salary sacrifice amount will not be included in Gross payments on STP EOFY reporting but be included under Reportable Employer Super Contributions (RESC).

     

    For example, the Employee was paid a total $87,600 and they salary sacrificed $10,000 then the Gross payments would show $77,600 and Reportable Employer Super Contributions (RESC) would show $10,000.

     

     

     

    If however the salary sacrifice was processed incorrectly then it will show wrong on the STP EOFY report.

    For example, if the amount was entered as a negative with no positive wages to offset, it will show the correct amount under Reportable Employer Super Contributions (RESC). However, since the amount was not included under base hourly/salary it shows less this amount in the Gross payments on the report.

     

     

    However, if it was processed was a positive only amount then the STP EOFY report will show the $10,000 in Gross payments and nothing under Reportable Employer Super Contributions (RESC). It is treated as the reverse of how it would normally and add to Gross payments as it has been entered backwards to how it should be (ie a positive rather than negative amount).

     

     

     


    Can you please confirm how the amounts are displayed in your report so we can then advise accordingly?  If possible, please send few more details and screenshots and we'll investigate this further. 

10 Replies

Sort By
Replies have been turned off for this discussion
  • Komal_S's avatar
    Komal_S
    MYOB Moderator
    2 years ago

    Hi Advocacy 

     

    We're sorry to hear that you had that experience and will pass on your feedback to the relevant teams. If you wish to lodge a complaint regarding the experience, you can do so via our Feedback and complaints channel on the contact us page.

     

    If your issue is still unresolved, please give us the details and we'll be happy to assist via this channel. 

    • Advocacy's avatar
      Advocacy
      Experienced Cover User
      2 years ago

      Thank you, yes the issue is still not fixed and I am now waiting on chat for someone to help, but it will need to be a specialist. 

       

      I ran a STP report to reconcile with my payroll reports, and came across a couple of things, however my main issue is that I in error I unticked PAYG exempt, for 3 employees, when I realized I had made the error, I re ticked, and ran several zero pay runs for those people, but it has not fixed the issue, as now the gross in the STP reporting is the gross prior to the salary sacrifice, not minus the packaging like it should be. 

      Each time I get through, they say they can help but then the phone drops out, I am unsure what else to do other then zero pay runs.

      • Komal_S's avatar
        Komal_S
        MYOB Moderator
        2 years ago

        Hi Advocacy 

         

        Without detailed information, it would be hard to identify what's causing this problem, but generally if you're
        using AccountRight, and the correct ATO reporting category was assigned to the salary sacrifice payroll category prior to running the zero dollar payruns, and if everything was processed correctly, the salary sacrifice amount will not be included in Gross payments on STP EOFY reporting but be included under Reportable Employer Super Contributions (RESC).

         

        For example, the Employee was paid a total $87,600 and they salary sacrificed $10,000 then the Gross payments would show $77,600 and Reportable Employer Super Contributions (RESC) would show $10,000.

         

         

         

        If however the salary sacrifice was processed incorrectly then it will show wrong on the STP EOFY report.

        For example, if the amount was entered as a negative with no positive wages to offset, it will show the correct amount under Reportable Employer Super Contributions (RESC). However, since the amount was not included under base hourly/salary it shows less this amount in the Gross payments on the report.

         

         

        However, if it was processed was a positive only amount then the STP EOFY report will show the $10,000 in Gross payments and nothing under Reportable Employer Super Contributions (RESC). It is treated as the reverse of how it would normally and add to Gross payments as it has been entered backwards to how it should be (ie a positive rather than negative amount).

         

         

         


        Can you please confirm how the amounts are displayed in your report so we can then advise accordingly?  If possible, please send few more details and screenshots and we'll investigate this further.