Super calculation error on AR2020.2 - Poor customer Service

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Super calculation error on AR2020.2 - Poor customer Service

The super calculation error in AR2020.2 - The communication alert from MYOB to all users was non existent! I am appalled that MYOB did not send us all an alert email to advise us of this error! I have had to spend quite some time on a few clients' weekly May pays to manually adjust this error. I understand that errors can occur but to NOT advise us except for a popup patch alert re 2020.2.2, is unacceptable and very poor customer service. I am losing confidence in the payroll function and if this occurs again, I will be changing to XERO.

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Re: Patch to fix MYOB 2020.2 - please explain what we need to adjust!

I feel your pain! It seems as though the super error calculation relates to May payruns around We 24/5 but I have had to check all my payruns in May and make a manual adjustment where a miscalculation of super has occurred. It would have been polite of MYOB to have notified us via a general email regarding this.

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Re: Super calculation error on AR2020.2 - Poor customer Service

Agreed - I don't understand why they didn't send an email to all subscribers alerting us of this VERY important error?! I don't know about others but I don't spend my time monitoring these forums in my spare time...I only realised by chance that the Super wasn't calculating correctly, I never check as it is always correct. Now I am also making a lot of corrections, what a waste of time :/

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Re: Super calculation error on AR2020.2 - Poor customer Service

Hi @SH4444 

 

I agree users should be notified as a priority. MYOB seems more concerned about its reputation that its users. If they send out an email everytime they get something wrong then everyone will know about all the problems - keeping silent ensures only some people know. 

 

Regards

Gavin

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Re: Super calculation error on AR2020.2 - Poor customer Service

Hi Everyone 

Thank you for your feedback in regards to AccountRight 2020.2 and the things that have been identified as not working as intended. We've shared this feedback with our Product and Release teams.

 

Our latest patch, AccountRight 2020.2.2 does correct a number of high impact things that have been identified as not working as intended with the initial AccountRight 2020.2 version. Clients will receive in-product messaging to install the patch update. Alternatively, a reinstall of AccountRight 2020.2 can be completed using fresh installers from your my.MYOB account to install that updated version.

 

TIP: You can check what version of the software you are using via Help>>About AccountRight.

Kind regards,
Steven

MYOB Community Support

Online Help| Forum Search| my.MYOB| Download Page

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Re: Super calculation error on AR2020.2 - Poor customer Service

Thanks for your reply Steven M regarding the super error.

However, what will MYOB be doing regarding communicating to users in the future to warn us of errors in the version? 

Community forum is not utilised by everyone on a regular basis.

May I suggest that you have a popup message when we log into a MYOB file to advise us of any issues rather than just mentioning it in this forum.

Also, it would be beneficial if a log date could be recorded in the MYOB file that records the date that we upgrade the file.

Some of the users here cannot remember when they did the 2020.2 update prior to the 2020.2.2 patch.

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Re: Super calculation error on AR2020.2 - Poor customer Service

Or simply just emailing everyone the Known Issues would have saved heaps of time waiting on the phone etc

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Re: Super calculation error on AR2020.2 - Poor customer Service

Hi Steven

 

After down loading the patch 2020.2.23 the super is still not working out, shows no super on a particular empolyee, all are setup the same as the others and he is not a new employee.  Nothing has changed on his card.

 

We use to be able to enter a pay as a nil balance and the missed super would come in automatically, this no longer happens.

 

Please can you look into this as a matter of urgency as year end is almost upon us. Many MYOB users will not be aware that this is happening.

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Re: Super calculation error on AR2020.2 - Poor customer Service

Hi @mickymoose 

 

The most likely reason will be the system will be making an auto-adjustment to make superannuation correct for the full calendar month. I would be taking a look at  Superannuation not calculating correctly in AccountRight 2020.2 for more information on that calculation.


If you are still requiring assistance on this topic, getting the following screenshots would be required:

  • The Pay History section of the employee's card for that pay month
  • The Payroll transaction with the "incorrect" superannuation amount
  • The Superannuation Information window - Payroll>>Payroll Categories>>Superannuation>>Selecting the superannuation category
  • The exempt categories for that superannuation category - select the Exempt button from the Superannuation Information window.

With this information, we can clearly view the calculation of superannuation to see what has occurred in the past and what is happening currently with that superannuation calculation.

Kind regards,
Steven

MYOB Community Support

Online Help| Forum Search| my.MYOB| Download Page

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Re: Super calculation error on AR2020.2 - Poor customer Service

Hi Steven

 

After reading the small print, re uninstall on the server and re-install this has fixed the problem where the super was not working out on a particular employee.

 

Although still not able to do a zero pay and have it automatically come in. Mabe that feature will come in another time in the future.

 

Thanks

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