Can't email payslips after latest Reckon update

  • 3
  • Problem
  • Updated 1 year ago
Latest Reckon update which included STP and new tax tables processed and now I can't email payslips.  List comes up blank.  Used to be able to email before this update.  Please help.
Photo of Maria

Maria

  • 140 Points 100 badge 2x thumb

Posted 1 year ago

  • 3
Photo of Rav

Rav, Community Manager

  • 91,926 Points 50k badge 2x thumb
If your Send Forms list is blank and not showing emails then it means there is a corrupt email somewhere in the list which is preventing other emails from showing. 

To resolve this you'll need to go through the process outlined in this KB article -
Send Forms list is blank and there are no Payment Summaries/Payslips to email

Unfortunately it can be a time consuming process depending on how many emails you need to clear from the list but is the only way to clear the corrupt element at this point.
Photo of Nicole Gough

Nicole Gough

  • 82 Points 75 badge 2x thumb
Hi
I have followed the instructions but we have not other forms waiting to be sent at all so it is not another form that is corrupt.  And all our email address are correct as we always send to those addresses.

Is there another reason we are not able to send pay slips and payment summaries? 

We have too many staff to send one by one.

Thanks in advance
Nicole
Photo of Maria

Maria

  • 140 Points 100 badge 2x thumb
Hi, I followed the instructions and I had to go into "Send Forms" and exit approx. 15 times before I could see the forms I wanted to send.  It was weird to do as nothing appeared in the box but eventually it cleared what it had to clear and then I could email the right forms.  I suggest persevere with going in and out of Send Forms.
Photo of Nicole Gough

Nicole Gough

  • 82 Points 75 badge 2x thumb
Thanks Maria - It is now working!
Much appreciated :)
Photo of Maria

Maria

  • 140 Points 100 badge 2x thumb

Hi Nicole,

Glad to hear it's working.  And I didn't set up the dummy employee, that was more trouble than it was worth!

OMG I am having the same headaches and It isn't working for me.  I've gone through and exited well over 100 times 'to clear it' so far and am getting sleepy....  Yesterday the email option worked for a list of 70 employees to send payment summaries to.... yet doing a pay run after that for about 55 staff, and wanting to email payslips it is now coming up blank and not working.  Sitting and clicking exit so many times is ridiculous right?!  And looking at how many years this has been their 'fix' is mind boggling....!
Photo of Renee Stephenson

Renee Stephenson

  • 70 Points

I'm having the same issue as well.  Yesterday 17 out of 39 payment summaries sent and now today I can't the remaining 22 that didn't go through to send.  I'm about to start the process of clearing them out.  Ugh.

Good luck Renee - still not working for us yet....  
Photo of Renee Stephenson

Renee Stephenson

  • 70 Points

Thankfully, after what seemed like an eternity mine cleared and I got them sent.  Like Maria, I didn't have to enter a dummy employee.

I hope you get yours sorted Kylie.

Thanks Renee - yes we finally have!  Only just before!  HUNDREDS of 'exits' and it seemed like the most ridiculous thing to be doing right!?  Seriously felt I was being pranked. 

I was starting to lose all faith!  I was seeing posts of people getting it in 15 times and was getting disheartened.  Lets hope that doesn't happen again.  Cheers!