Payroll APP

u347957 Member Posts: 5

Hi there,

I am using Payroll APP paid version- this past two fortnights I have had issues completing payment run. When I click on "Mark as Paid"- I get an error that the Journal doesn't balance. Even if I delete the draft and recreate a new one, I still experience the same issue. Basically, I am stuck at this step- can't lodge with ATO or Share pay slips.

I have escalated this with the help desk, for the first time it took 4 days to resolve. This time , I am still waiting for a resolution for 4 days and still don't have a time frame as to when this issue will be resolved.

I am advised the incident is with the Dev team. I have staff wanting pay slips and can't provide them. Is anyone experiencing this issue, or it is just me?

Another issue is that it used to take about 2 hours to process the payroll, now it takes about 5 hours. The system is so slow that I have to reload the page - both on Mobile app or using the web browser on a laptop.

I am not happy with the service for this past month- very bad experience.

If the technical team is reading this, please help fix this issue.


  • MeganMorris
    MeganMorris Member Posts: 10

    Totally agree, the payroll app has been very unreliable over the past 6 weeks. I've wasted so much time on it trying to rectify issues - very frustrating and ready to find an alternative

  • Sandy
    Sandy Member Posts: 8

    I have this ongoing problem as well. It does have the new data in there, but to see it, you need to close the app and reopen it. When you reopen it, you will see the “Draft” payrun you started earlier, and when you go into it to edit it, the new values now appear and you can then “Mark as Paid”.

  • sho
    sho Member Posts: 1

    similar problem ,unable to delete draft pay runs .error message appears failed to load pay run

  • faigey
    faigey Member Posts: 31

    Join the club. I am still on the previous unpaid Payroll App.

    I have been having problems with the app with my last two pay runs of February and March23.

    eg incorrect PAYG tax calculations and 10% SGC calculations in lieu of 10.5%SGC etc

    Up to Feb 23 it was performing fine.

    I do not know whether it is a coincidence - but it seems to me since it was announced that the app was being retired and replaced by the new paid app. Problems have arisen??