Forum Discussion

lleevets's avatar
lleevets
3 years ago

Payroll - Urgent

Hi all

 

I am wokring off Accounting Right Premier. I cant process any pays after 30 June 2022.  The tax tables have been updated, but when i try to record it keeps on recording $0 pays and will not process. Any help would be great.

 

I also pay using Accounting Right Plus, and this file seems to be able to process new pays. So not sure what is going on.

 

Thanks

EOFY
Payroll
    • rachelpd's avatar
      rachelpd
      Experienced User
      3 years ago

      I have been on hold over an hour - can you please help I need to get staff paid..

      • rachelpd's avatar
        rachelpd
        Experienced User
        3 years ago

        Good afternoon,

         

        I have just spent all morning putting 120 pays through and once I pressed Process at the end all values disappeared and all timsheets reverted back to not having been processed. I've tried now 3 times and I can't make it go through. This is  urgent, need to get staff paid...

         

        Help!

         

        Rachel 

      • Melisa_D's avatar
        Melisa_D
        Former Staff
        3 years ago

        Hi lleevets,

         

        Can you please confirm the below details:

        • Last 4 digits of your product serial number 
        • File ID (This can be found by going to Help > About MYOB AccountRight)
        • Confirm the current payroll year by ging to Setup > General payroll information

         

        Please then sign out of your file as I may have to run a script. 

    • LeighET's avatar
      LeighET
      Experienced User
      3 years ago

      I need help with another client please.

      I haven't resolved the first yet as I won't be back at that client till Fri.

       

      Funnily enough, this client has 2 companies using Accountright.  1 of them processed fine.

       

      Last 4 digits of Serial No. 7020

      ID: 4

      • Melisa_D's avatar
        Melisa_D
        Former Staff
        3 years ago

        Hi LeighET, 

         

        I'm having troubles locating that serial number, can you please send me a private message with the product serial number so I can run the script over the file. 

         

        Please also log out of the file in the meantime. 

  • Headroom's avatar
    Headroom
    Contributing Cover User
    3 years ago

    I am having the same issue.

    Also, no payroll reports for FY 2023 are available.

  • LeighET's avatar
    LeighET
    Experienced User
    3 years ago

    I've just processed 46 pays over 2 hours with a paydate of today (4/7/22) using Accountright 2022.5.24.6773

    No error messages at all while processing.  Hit Record and it's all gone!

     

    Been on hold with support for 51 minutes so far..................

    • rachelpd's avatar
      rachelpd
      Experienced User
      3 years ago

      This is also happening to me too, i cant get through i've been on hold for an hour

      LeighET wrote:

      I've just processed 46 pays over 2 hours with a paydate of today (4/7/22) using Accountright 2022.5.24.6773

      No error messages at all while processing.  Hit Record and it's all gone!

       

      Been on hold with support for 51 minutes so far..................

      LeighET wrote:

      I've just processed 46 pays over 2 hours with a paydate of today (4/7/22) using Accountright 2022.5.24.6773

      No error messages at all while processing.  Hit Record and it's all gone!

       

      Been on hold with support for 51 minutes so far..................

       

      • Melisa_D's avatar
        Melisa_D
        Former Staff
        3 years ago

        Hi Everyone, 

         

        I'm looking into this with our teams, they have asked if you can confirm and try the following:

        • Clear your AccountRight cache 
        • Once cleared, can you process a pay for 1-3 employees. Does this work ?
        • If it doesn't work can you try for a single employee 
        • Can you confirm the date range of pay period 
        • Confirmation of the payroll year in setup > General payroll information 

         

        If the above troubleshooting doesn't work, can you try via the web browser to process a pay. Does this work ?

  • LeonieTal's avatar
    LeonieTal
    Contributing User
    3 years ago

    This is happening to me too.  I phoned support yesterday to no avail.  On hold today for nearly 3 hours.  Please help. 

    • Melisa_D's avatar
      Melisa_D
      Former Staff
      3 years ago

      Hi LeonieTal, 

       

      Can you please confirm the last 4 digits of your product serial number of your file ID so I can assist. (This can be found by going to Help > About MYOB AccountRight)

       

      Please also sign out of your file in the meantime.