Forum Discussion

HollyW's avatar
HollyW
3 months ago

Pay slips- email error

My employees are not receiving thier pay slips via email. When I try send them, it say sent successfully but they are not receiving them. If I then try to view the pay run as a PDF- it comes up with error:

Something went wrong. Please try again or refresh the browser. Please try again. If the error persists, get in touch with us. Request ID: ba055cab-daa0-4229-8e1d-2ad51b681345.

Does anyone have any suggestions on how I can fix this? My staff need to see thier payslips.

thank-you

  • Doreen_P's avatar
    Doreen_P
    MYOB Moderator
    3 months ago

    Hi there HollyW

    I understand that you're having trouble with your employees not receiving their pay slips via email. This can be quite frustrating, especially when you're seeing a "Something went wrong" error message. Let's try a few things to hopefully resolve this issue. Firstly, if you're trying to send multiple pay slips at once, you might want to try sending them in smaller batches. This could potentially help avoid any system overloads that might be causing the error message. Lastly, it's important to ensure that the MYOB email is whitelisted on the recipients' end. This means that the email won't be blocked or sent to spam, which should ensure that your employees receive their pay slips. Feel free to create a post again if there's anything you need assistance with.

    Best regards,

    Doreen

    • HollyW's avatar
      HollyW
      3 months ago

      Thanks Doreen - however neither of these suggestions have fixed the problem. 

  • Doreen_P's avatar
    Doreen_P
    MYOB Moderator
    3 months ago

    Hi HollyW

     

    I'm sorry to hear that the resolution I have provided above did not work on your end. This may require in further investigation and I highly suggest getting in touch with our live chat. To get through to a live chat agent, you will need to get in touch first to our virtual assistant, MOCA through myob.com/support. Don't worry, if MOCA can't provide the help you need, our live chat team is just around the corner to pick up from where MOCA left off.

     

    Best regards,

    Doreen