Help topic to deal with "Declined" entries?

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  • Updated 2 months ago
STP-    Is there a sticky post or similar in the community to assist self training in how to deal with "DECLINED/ERROR" pay runs?    

From my first look through the previous questions my issues of-

Incorrect TFN- how to correct without duplication of pay amounts etc?
Issues with amount of decimal places in superannuation?

Lack of phone support makes this information very important. 


RAV please advise
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Ben Hargy

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  • confused

Posted 2 months ago

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Rav, Community Manager

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Hi Ben,
Lets tackle each of these one at a time. In regard to the TFN error, you need to go back into the Employee profile details to correct any issues with the TFN, make sure there are no special characters, spaces or anything like that but more importantly, make sure its the valid TFN for the employee.

In regard to the decimal error message, it means that at some point previously you've entered a figure into the app that is more than 2 decimal places. The trouble is, once its been input, the app won't show it again as such until the error message comes through.

What you need to do is create an adjustment in the app to correct this (Pay Run screen > Blue + symbol > New Adjustment) to bring that figure to a valid 2 decimal figure.
For example, if the figure that shows in the error message is $143.877 in the Super field, then create an adjustment for -$0.007 to bring this figure to a valid 2 decimal figure. You can then further adjust it later to bring it to the correct figure.