MYOB Phone line dropping out

[Advocacy]

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. 

[Advocacy]

I ran my payroll reports and compared to STP most were correct, however, I unticked PAYG exempt in error, and it has changed the gross for the person I unticked it for, it should be ticked as it is for salary packaging. I have run a couple of zero pay runs for this person, but it has not fixed it.

So, on their STP report it shows the gross as the full amount, not the gross less the salary packaged amount, like it does for the other staff that packaged.

Does anyone know how to fix this, MYOB are only suggesting running a zero payroll which I have now done several times. Silly mistake, but there must be a way to fix it?

Thank you in advance.

[Komal_S]

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]

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 · Accepted solution]

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. 

[Advocacy]

Sorry its not salary sacrifce super (although I do have a lot of them , all ok) this is salary packaging amounts, e.g loan account (we are a NFP) 

[Advocacy]

Can I send you screen shots privately ?

[Komal_S]

Hi @Advocacy 

Yes, please feel free to send them through by Private Message. 

[Advocacy1]

Can anyone tell me how to access my private messages, there isn’t an envelope  at my icon, where apparently there should be......I want to answer a message that have been sent to me, and in addition I cant see my post to go that way either. Really not sure why that is not showing under my posts.

[Advocacy1]

Hi Komal

For some reason I cant send you a private message to answer the question re email you sent me.  I can't even see where we have been messaging, can you please send me a message so I can see if it shows up and I can reply to it.

I am not having  a good time with MYOB at the moment: