Forum Discussion

debbie64's avatar
debbie64
Experienced Cover User
5 years ago
Solved

Payroll

When I got into payroll details and then into standard pay it says the pay frequency is weekly even though in the wages section it says the pay frequency is fortnightly. When I initially click on for...
  • Theresa_D's avatar
    Theresa_D
    5 years ago

    Hi debbie64 

     

    Thanks for verifying that this is happening in the Clearwater file as well.  The next troubleshooting step is to sync the file to a different location and see if it makes a difference.  See the help article Manual synchronisation for assistance with this. 

     

    Apologies for the back and forth required in troubleshooting this as we have to uncover whats causing this odd behavior in the system. Keep me posted and we'll proceed. 

debbie64's avatar
debbie64
Experienced Cover User

Hi Theresa,

We have 12 employees and I have to change all of them manually..

Thanks

Deb

Andrew_Y's avatar
Andrew_Y
Former Staff
5 years ago

Hello Deb debbie64 

 

Sorry to hear that you've still been having issues with the pay frequency settings on your employee cards.

 

I note you appear to be on the latest version of AccountRight, and I was unable to reproduce your situation on my own machine.  I was wondering if you had any success with the troubleshooting step suggested by my colleague and testing if this behavior happens in the Clearwater Sample test file?

 

If this is consistent behavior across all your employees, and repeatable in the sample file it may be a broader issue and not tied into a specific card error, but again, it would be good to rule out any other potential causes.  A re-installation of AccountRight, or testing on a different machine may also be something to test.

 

Do let us know how it goes with the sample file.

  • debbie64's avatar
    debbie64
    Experienced Cover User
    5 years ago

    Syncing my file appears to have fixed the problem.

    Thank you so much.

    Deb

  • debbie64's avatar
    debbie64
    Experienced Cover User
    5 years ago

    Hi Andrew,

    I did a test run in the Clearwater file and it produces the same result I have been getting in my file.

    Thanks

    Deb

  • Theresa_D's avatar
    Theresa_D
    Former Staff
    5 years ago

    Hi debbie64 

     

    Thanks for verifying that this is happening in the Clearwater file as well.  The next troubleshooting step is to sync the file to a different location and see if it makes a difference.  See the help article Manual synchronisation for assistance with this. 

     

    Apologies for the back and forth required in troubleshooting this as we have to uncover whats causing this odd behavior in the system. Keep me posted and we'll proceed. 

  • Theresa_D's avatar
    Theresa_D
    Former Staff
    5 years ago

    You're very welcome debbie64 . Thanks for your patience throughout the troubleshooting process. I'm glad this is working for you now! 

  • debbie64's avatar
    debbie64
    Experienced Cover User
    5 years ago

    Hi Theresa,

    I have just done a pay run and I am still having problems with the hours worked in the fortnight.

    I cleared the cache and made sure all employees had the correct information in their card file.

    On the staff's pay sheet where it say Base Hourly it says 152.00 which is obviously double the fortnightly hours.

    I have screen shots of the pages but they are of a sensitive nature.

    Please let me know how to send these shots to you.

    Thanks

    Deb

  • Theresa_D's avatar
    Theresa_D
    Former Staff
    5 years ago

    Hi debbie64 

     

    You can send me the screenshots via Private Message.  Apologies for the frustration with this, its starting to look like a repair issue for the data file team.  Please include your Serial number, phone, contact name, client id, and other account info in the private message so I can include this if it needs to be escalated. 

     

    Thank you for your patience.