Doreen_P
MYOB Moderator
Joined 3 years ago
User Profile
User Widgets
Contributions
Re: How to lodge a complaint with Australian Financial Complaints Authority. Overcharge of $12,177.00
Hi Rv8pilot, Thanks for the additional info. The migration team is currently working through a high volume of support requests, so responses may take a little longer than usual. Rest assured, your request is in the queue and someone from the team will attend to it as soon as they’re available. The migration queue is doing its best impression of a very long conga line right now. Cheers, Doreen2Views0likes0CommentsRe: Cancel Subscription - support issues
Hi 2810gem, Sorry you’ve had to chase this, especially with your renewal coming up. Subscription cancellations are handled by a dedicated team, so the best next step is to contact them through this guide: Cancelling your MYOB subscription. Cheers, Doreen4Views0likes0CommentsRe: Re-send employee onboarding invitation
Hi BenBarnes, Thanks for the screenshots. Since you’ve already tried the ellipsis workaround and the expired invitation is no longer showing, it looks like the self-onboarding request may be missing from the system. Rather than deleting and recreating the employee, it’d be best to reach out to our support team via the Contact Us page so they can check the missing invitation and help resend it. Cheers, Doreen2Views0likes0CommentsRe: Continuing problems with MYOB
Hi CaroleEB, That’s a lot to be juggling across multiple files and accounts, so I can see why you’d want this sorted properly. The best next step is to reply directly to the support requests you’ve already raised, so the relevant teams can keep the migration, account access, ownership, and payment issues together in the right cases. You can also reach out to our support team through the Contact Us page if you need further assistance. Cheers, Doreen5Views0likes0CommentsRe: Employment Leave Bill
Hi Davidkaran, Thanks for raising this. It’s great to see you planning ahead for the recent changes in New Zealand. A handy article on the changes is here: Holiday pay changes become law: All you need to know. The main thing to note for now is that there’s a 24-month implementation period before the new system takes effect, so there is still some time for payroll providers and employers to get systems and processes ready. Cheers, Doreen21Views1like0CommentsRe: Long Service Leave balance
Hi Titleist762, That does sound a bit odd. A good first check is the employee’s Standard Pay to see whether there are any hours entered against the Long Service Leave pay item. If there are, make sure to remove those hours so they don’t keep affecting the balance. You can check that here: Review standard pay details. Once that’s been corrected, you can process a void pay to add back the missing leave balance. This guide steps through adjusting leave balances: Adjusting leave entitlements. Cheers, Doreen31Views0likes2CommentsRe: Incorrect Employee set up with Super fund number
Hi GORRE, That does sound like a fiddly little super setup knot. If you’ve already corrected the employee’s fund details and MYOB is still saying that membership number is already being used, it’s best not to change the actual membership number by adding punctuation or extra characters. A cleaner next step is to create the super fund again in the file, then assign that new fund record to the correct employee. If MYOB says the fund already exists, just add a small difference to the fund name only, like a letter or number at the end, but keep the real membership number exactly as it should be. You can check these guides for the steps: Set up superannuation funds Returned superannuation contributions Once the correct fund is in place, you can work through the returned super contribution process and then reprocess the payment. If it’s still not resolved after that, it’d be best to reach out to our support team via the Contact Us page so they can take a closer look with you. Cheers, Doreen13Views0likes1CommentRe: Text message
Hi KACE, I can see why you’d want this working smoothly while you’re away. Since roaming is already activated and the SMS still isn’t coming through, a couple of cozy checks are worth trying next: Make sure the time and date settings on your phone are set to automatic. Double-check that your mobile number is saved in the correct format, including the country code. If your number is currently saved starting with 0, try changing it to +61 instead. If the SMS still doesn’t come through after that, it’d be best to reach out to our support team via the Contact Us page so they can take a closer look at what’s happening with the mobile verification. Cheers, Doreen16Views0likes0CommentsRe: How to delete pay run
Hi heidi84, A good first step is to check your Payroll Activity, Payroll Register, and YTD Verification reports to see whether the figures from that Not Sent pay run are already showing there. If those figures are already included in the reports, there’s no need to redo the pay run. Instead, send an update event so the ATO gets the refreshed STP figures. If the figures aren’t showing, you can go into the STP reporting window, click the Not Sent status, and then choose Send to ATO. You can also check this guide for more info: View Single Touch Payroll reports. Cheers, Doreen15Views0likes0CommentsRe: Correcting Incorrect Payroll
Hi skinner, That definitely make you stop and double-check. If both pays are still showing in the Payroll Activity Summary and in STP reporting, a good first step is to compare your Payroll Register, Payroll Activity, and YTD Verification reports to see whether the reversal has flowed through correctly across all three. Sending an update event is the right move, as that refreshes the year-to-date figures on the ATO side. But if the original pay and the corrected pay are both still showing in your payroll reports, that usually means the file itself still needs checking rather than it being just an STP refresh issue. You can also work through this guide for report mismatches and update events: End of year finalisation with Single Touch Payroll reporting. If the reports still don’t line up after that, it’d be best to reach out to our support team via the Contact Us page so they can take a closer look at the reversal and how that pay has been recorded. Cheers, Doreen18Views0likes0Comments