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how to reinstall

PAC

Hi, i have install the new payroll app-basic. I can log in from beginning but not sure any reason on next day when i log in again they accept my log in but nothing display on my screen. Therefore, i think may be something wrong ,then i uninstall the app. Now, i cannot use the new app. Only icon show on my mobile

For June payment, i have submitted in STP old app and will submit PAYG as well.

please teach me how to install back the new app for July. I have only one employee and pay once a month. Very simple. Therefore i want to process in the same way as current STP.

thanks

Comments

Rav

@PAC are you logging into the Payroll App using the same email address and password that you use on the free STP app?

You've mentioned you were able to login successfully 'in the beginning', did you migrate your data from the STP app at that time?

... when i log in again they accept my log in but nothing display on my screen

Are you using the Android or iOS version of the Payroll App? Can you post a screenshot of your screen after you login so I can understand where things are going wrong.

PAC

Hi Rav,

I log in STP and follow instruction from there then download payroll app. Therefore it is same email address for payroll app and STP. From beginning I can view the details of the employee which is same as STP but I need to input more information. I have changed the plan to basic from premium which was shown on my screen.

Next day, when i log in again on below icon, it is blank on next page, therefore i think i may made mistake on something, therefore uninstall and log in STP to reinstall again.

Unfortunately, now below icon in my mobile ,when i click it, it is still blank and no log in allow

Rav

Are you using a biometric login method such as FaceID or fingerprint login? Have there been any changes to this recently?

Can you do me a favour, close the Payroll App in full ie. swipe it away from your running apps and then switch off any biometric login options if they are active just as a temporary test. Once that is done open the Payroll App back up and confirm if you're able to see any options to login with your email address and password.

PAC

Hi Rav

i dont use Face ID or fingerprint login. therefore i can confirm nothing change .

I am unable to swipe the payroll app may be i dont know how to swipe it correctly. Now when i touch/enter the icon, next page is blank.

swakhlu01 .

It is possible the App is stuck in an unknown state. I don't know if you are using Android or iPhone. In any case try to power off and turn the phone back on. In settings menu select the Payroll App from the Apps menu and click on Force Stop. Then select Storage and Clear data and Cache and close settings menu.

Go back and click the Payroll app icon.

PAC

I still have problem and also ask someone to assist me, still not success. Not sure what is the issue on it.

Rav

Hi @PAC

Can you please update your Payroll App to the latest version, currently v2.11.4.

Are you using the Android or iOS version of the Payroll App? Can you post a screenshot here of the screen you come to after you attempt to login please.

PAC

Hi Rav

I am using IOS version and updated the latest version of 2.11.10 Payroll App, the icon same as previous but when i click it, nothing show on screen--blank, -no log in page show to me.

Seems not working .

Is it possible to set up by other method

thanks

Rav

@PAC

Here's what I'd like you to do -

Go into your iPhone settings and offload your Payroll App data.

You'll find info on how to do this via Google if you're not sure how to and I've linked an article here as an example.

Once you've offloaded the Payroll App data turn your phone off for a couple of minutes and then restart it. Tap on the Payroll App icon and it will re-download it. Once its completed open the app and confirm if you are able to login successfully.

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