Employee can't login to MYOB team

[JockHaynes]

Hi ... when Essentials was updated late in 2022, we had to commence using MYOB Team for employees to enter their hours. Had previously been using the older app (think it was YourPay or something similar) with no problems at all.

Only have two employees ... one is using no problems, and the other can't log in, and continually gets the following error message when trying to (refer attached pic of login screen)

"A problem occurred attempting to load MYOB Team. Try again later."

Contacted MYOB support. Tried several things, including:

• Deleting and reinstalling the app on employee's phone.
• Changing password.
• Checked all employee details, including the e-mail address and these were consistent.
• Set up a different location and went the through the whole process again (i.e. it sends a new invite, etc.).

That was the phone call a month ago. Several e-mails later and no response, went onto help chat, and they made me check all the stuff again, and the only recommendation was to run through the whole process of setting up again and ensure the employee had the latest operating system update on their phone, or try it on another phone.

That employee has his day off today so can't do all this again until tomorrow, but given they have provided nothing new which might solve the situation, I'm sceptical of any good news.

Highly frustrated with both the change which is not working and the lack of any useful assistance from support and at my wits end - was wondering if anyone here had similar issues and how they solved it?

Thanks ...

[km95]

has this been resolved yet?

our employees can't get on to MYOB Team either.  They used to be able to....but now can't

[Princess_R]

Hi @JockHaynes 

Thankyou for your post. First of all, I'd like to extend you a warm welcome to the Community Forum. I hope you find it a valuable resource.

In this matter, deleting and re-inviting the employee would fix and resolve this. Make sure that the employee who can't access has the latest update on their phone. You may also refer to this Help Article, Getting started on MYOB team app, that has the detailed instruction on setting up your employees on MYOB team app.

Please feel free to post again, I'm happy to assist.

If my response has answered your enquiry please click "Accept as Solution" to assist other users find this information.

Cheers,

Princess

[Annette_H]

I am using MYOB Team for one of my clients.  Eight employees are using it quite successfully but one is having real trouble.  Eventually she got a new email address and I deleted her out of my employees and recreated her and she finally managed to login to the app.  It worked for two pay cycles and now she is getting the same error message described by JockHaynes.

What could be causing this? I am not keen on having to recreate the employee and have the employee uninstall and reinstall at this sort of frequency, so I would like a better solution than that.

Also, I tried Princess_R's link to Getting started on MYOB team app and it took me to a page headed Getting started with MYOB Team that told me how to set up the admin portal, but not the employee app.  I'm having trouble finding anything about that.

Hoping someone can help.  Thanks.

[JockHaynes]

Hi ... it turned out he hadn't updated the operating system on his Samsung phone for a few years - took nearly an hour to do that. MYOB Teams worked after that, but a lot of the other stuff on his phone didn't ... had to get a new phone (old one was 5 years old) ... 

[JockHaynes]

Tried that quite a few times ... didn't work, so please don't be so confident in your assertion that that would have solved the problem because it didn't.

It did work after updating the operating system on his 5yo Samsung phone (hadn't been updated for about 2 years). Side problem is that it killed a lot of other functions on his old phone and he had to purchase a new one ...