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

I've just run the first payrun for the year, 2 hours work, 46 employees. Payment date of 4/7/22.On finishing entries, I hit Record, which then took me to the Electronics Payment page. Balances were zero. Kept going and went to email payslips - none there!I've checked transaction history and also nothing there!Obviously (or so I thought) it is because I haven't finaliased 2021/22, however there isn't an option to do that under File??I would have thought I'd get a prompt when starting the payrun that the payment date of 4/7/22 would have alerted me that the year needed to be rolled over?? On hold to support :(

This is also happening to me too, i cant get through i've been on hold for an hourLeighET wrote:I've just processed 46 pays over 2 hours with a paydate of today (4/7/22) using Accountright 2022.5.24.6773No 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 2022.5.24.6773No error messages at all while processing. Hit Record and it's all gone! Been on hold with support for 51 minutes so far..................

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

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

Melisa_D wrote:Hi rachelpd, Thank you. I've run the script for serial number ending in 5004, can you please sign back in and check to see if it now works. If it doesn't can you please retrieve the latest diagnostic log so I can investigate further. I'd also recommend first running the payroll for a few employees if you have a larger payroll. For serial number ending in 3804, I can see there is 2 files online. Can you please confirm the file ID of the file that you're having issues with for this serial number (This can be found by going to Help > About MYOB AccountRight). Once confirmed I will run the script over that file. For 5004 I've submitted a payrun I created yesterday as it takes a lot of time to prepare I didnt want to lose it if I didnt have to..It WORKED :) THANK YOUI've signed out of other file. Let me know when I can try it

Payroll - Urgent | MYOB Community

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
  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.
  - LeonieTal
    Contributing User
    3 years ago
    Last 4 digits are 0553
    Many Thanks
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
  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
    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 ?
Headroom
Contributing Cover User
3 years ago
I am having the same issue.
Also, no payroll reports for FY 2023 are available.
- Melisa_D
  Former Staff
  3 years ago
  Hi Headroom, LeighET,
  
  Please retrieve the diagnostic log of the AccountRight file after you've done this and attach it as a .TXT file so I can take a look into this for you.
  - LeighET
    Experienced User
    3 years ago
    Last 4 digits 9831
    Huxley.Application_2022.5.24.6688.log21 KB
Melisa_D
Former Staff
3 years ago
Hi lleevets,

Thank you for your post and welcome to the Community Forum ! Can you please retrieve the diagnostic log of the AccountRight file after you've done this and attach it as a .TXT file so I can take a look into this for you.
- 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
  Huxley.Application_2022.5.24.6688.log29 KB
  - 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.
- 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
    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
- lleevets
  3 years ago
  See attached
  
  Huxley.Application_2022.5.24.6688.log96 KB
  - 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.

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