Has anyone else had an issue whereby the payrun is correct but an employee is repeating on the payroll audit report?

Hi lisa78,

We currently have a raised report of this issue whereby one employee is repeating on both the Pay Slips report and on the Pay Run Audit report.

Can I confirm if you are using the Advanced Payroll software and if you have PensionSync enabled?

Thanks

Hi GeorgiaC

Thanks for responding.

Yes, we do have the PensionSync enabled and Quickbooks OnLine payroll. I hadn’t checked the pay slip report until just, but you’re right, the employee is also repeating on there.

I saw a similar query when I checked the help section with part of the reply to the user from QB asking what options they were using when running the report, but I can’t find that query now in the audit trail! I thought I was going mad!

When I was chatting with the help desk yesterday, they suggested I delete the employee and reinstate him, which I said was a bit extreme. I am now waiting for them to get back to me, but I will have to run the payroll tomorrow latest.

Kind regards

Lisa

Hi lisa78,

Thanks for checking the payslip report to verify this is also affected.

To confirm the issue is not caused by a temporary cache error please try clearing the cache on the browser you are using or signing into QuickBooks via a different browser on the device.

While this is being investigated the workaround is to rollback and re-run the pay run as this has rectified the issue for some customers, however as you are using PensionSync it will not be possible to do this. Let me know how the above goes!

Thanks :) 

Hi GeorgiaC

I cleared the cache and tried opening in MS Edge and Google Chrome, but still the same, I'm afraid.  I haven't actually finalised the payrun yet, so even if I didn't have PensionSync, it makes no difference. Do you think the payrun will be ok to finalise and that the info that goes to the tax office will be good?

Thanks

Lisa

Hi GeorgiaC

I deleted, cleared and re-ran, but still the same. :(

The employee is not new and his runs were running fine until last week when this issue occurred. 

I have finalised now, so I will check totals with HMRC when they have updated to make sure the FPS is correct.

Thanks for your help.

Lisa

Thanks for getting back to me and attempting that Lisa. I have added your account to the current investigation and have emailed you from there - please respond so I can escalate this to our engineer to resolve :)