Where can I get help from an actual person

[Frustrateduser2]

I am new to MYOB Payroll and am having heaps of issues.  I am trying to get help, but after waiting for hours on the phone, was told MYOB don't do phone support for payroll, I need to use the chat service.  After waiting for a response from the chat bot, all I got was links to supposed help pages that had nothing to do with my queries.  Does anyone know how I can contact a live person to actually speak to someone to sort out these issues.  I cannot believe MYOB do not support there own products.  Such bad customer service!!

[Princess_R]

Hi @Frustrateduser2,

Thank you for your post. Please allow me to welcome you to the Community forum. I hope you find a wealth of helpful information here.

First, I would like to apologize for your negative experience with our support team. I can understand your frustration about not having immediate support. Due to some changes with our MYOB products. Customers subscribing to payroll-only products no longer have access to phone support. You may find answers online through our online self-help options like our Payroll Support Hub, MYOB Academy, Online Help Center, and here in the Community Forum. I want you to know that I can help you through this channel. Could you please let me know more about your concern? I'll do my best to address your concern.

Cheers,

Princess

[Frustrateduser2]

How do I get onto someone who knows how to use Payroll?

[Princess_R]

Hi @Frustrateduser2,

Thank you for your post.

We can help you sort out your payroll concerns here in the community forum. If you can provide more details regarding your concern, we'd be delighted to help you.

We're eager to hear back from you.

Cheers,

Princess

[Frustrateduser2]

If I want to pay an employee two different wage rates each week.  Each one at different hours each week, how can I set that up?

[Doreen_P]

Hi, @Frustrateduser2 

Thanks for your response. 

If you wish to pay an employee with two different wage rates each week, kindly create different pay items for the two wage rates and then have them assigned to your employee. To do this, kindly go to Payroll > Pay items > Under Wages and salary tab, click on Create wage pay item, and then fill out the necessary fields. You may also check The Help Article: Setting up pay items for further information when setting up wage pay items.

Please let us know if you require any further assistance with your concern. We are happy to assist.

Best regards,

Doreen

[Frustrateduser2]

I have done that.  But as he works different hours for each job each week, I can't set a Base Pay Rate.  But the system does not allow me to set a 0 Base rate and just put in times for each different job.  How do I work around this?

[Doreen_P]

Hi, @Frustrateduser2 

Thanks for updating us.

When creating a new wage pay item, the default pay basis would be salary, which will not allow you to enter the pay rate and amount. Kindly create the wage pay item again and make sure to select the correct pay basis. You may also refer to The Help Article: Setting up pay items for further information.

Please let us know how it goes and if you need further assistance.

Best regards,

Doreen

[Frustrateduser2]

Hello Dooreen,
I don't think you understand my problem.  I have set up the pay items correctly according to your information sheet.  But when I process a pay run, it adds a base rate to my pay, although I have put in specific hours for each pay item.

Regards

[PriyaSelvaraj]

Hi @Frustrateduser2 

Thanks for explaining it.

If you need to set up multiple pay rates, I recommend setting up 2 different hourly wage categories. Unfortunately, the base rate cannot be set to 0, but I would suggest setting up the standard pay tab under employee to 0$, as this will not add up to the wages.

Further, when you are processing the pay run, add in the correct number of hours and wages and record the pay run.

Hope this helps. If further assistance is required kindly send a screenshot via private message so that we can take it forward.

Cheers

Priya Selvaraj