Trying to finish a pay run

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  • Updated 1 year ago
Trying to finish a pay run so I can create a new one, error comes up that says ërror passed through reckon.cashbookcore.v1 service adaptor.journalserviceadaptor E0000000763 journal does not balance. How do I fix this?
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Tania Gourley

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Posted 1 year ago

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Rav, Community Manager

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Hi Tania,

I've just had a word with our support team on this, it looks as though there's something wrong with the payrun there and we'll need our Payroll development to cast their eyes over it to potentially fix it on the backend. Can you please give our Reckon One support team a buzz when you've got a chance and we'll take it from there.

Thanks
Rav
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Tania Gourley

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I was on the phone to them for 6 hours last week, this is one of a few issues we are having problems with. I just keep getting told it has been escalated.
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Tania Gourley

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Hi Rav, Have heard nothing regarding this problem can you advise when it will be fixed please?
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Rav, Community Manager

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Hi Tania,

My sincere apologies for the delay in getting back to you! 

I checked in with our Product Manager on your thread, can you please check the below scenario and see if it applies in your particular case?

Apparently this can be caused by having a company contribution item on the pay run with no payee set, this will unbalance the journal.

You will need to ensure all the items (especially company contributions) have a expense account or payee set, otherwise the journal won’t balance and you can’t get the payrun completed.
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Tania Gourley

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I have tried to delete the record that I think is causing the issue and reentering it but it will not let me.  How do I fix it?
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Rav, Community Manager

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Hi Tania,

We'll need some intervention here from the good folk in our Reckon One product development team in order to fix this.

They do however need some info from you in order to do this. The payrun employee super record needs to be deleted from the database to allow the payrun or the payrun employee to be deleted.

We'll need to know:
Do you want just the one employee deleted or the whole payrun in order to redo?

We also need to look at what pay item is causing the journal unbalanced error.

If its easier flick me an email at community@reckon.com with the details and I'll forward this directly to the Product Manager looking after this for you.

Cheers
Rav
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Tania Gourley

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email sent
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Tania Gourley

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This reply was created from a merged topic originally titled I have two employees that will not come up in my pay run this week. Nothing has ....

I have two employees which cannot be included in my pay run this week.  Nothing has changed on their profile.  Why is this?
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Tania Gourley

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I was on the phone to the support people yesterday for over an hour.  They could not help me, I have been unable to process payments for two employees.  I was promised a call back, which did not happen.  What do you suggest I do not pay them?
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Rav, Community Manager

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Hi Tania,

I've sent through your email to the product development team for Reckon One Payroll yesterday. They are currently looking into this and from what I understand the issue needs addressing from the back end of the platform which is something the support team cannot fix over the phone.

I'll let you know as soon as I hear back from the team and I'll follow up with them on progress.

Thanks
Rav
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Tania Gourley

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Do we have a solution to these problems yet?
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Rav, Community Manager

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Hi Tania,

The team have made partial progress on this. Grant can now be added to a payrun. Work is continuing though and I'll ask for a further update.
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Tania Gourley

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Another week and still cannot add one employee to my pay run, still cannot finish off the old runs either.  How much longer will these issues continue?
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Rav, Community Manager

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Hi Tania,

I've just shot you an email with some further information.

Cheers
Rav