Christmas FAQs

The MYOB PayGlobal Support team manages many situations that are out of the ordinary or unique to this period. This page contains frequently asked questions regarding Christmas specific workflows.

MYOB support cover

During all non-statutory holidays over the Christmas period, the MYOB PayGlobal Support team's hours of operation remain business as usual.

For critical P1 calls, ring us at our usual phone number anytime.

For non-critical issues, call us during our standard hours, or email payglobalsupport@myob.com, and we'll reply the next business day. Emails aren't checked outside business hours.

Country	Operating hours
Australia	6:00 am – 5:00 pm AEDT
New Zealand	8:00 am – 7:00 pm NZT

For more information, see PayGlobal support FAQs.

Authorised contacts

Due to the sensitive nature of payroll and HR data, we have strict rules around who can log PayGlobal support requests. In order to raise a service request with the MYOB PayGlobal Support team, you must be an authorised contact.

If the main contact for your company will be on leave, it is recommended that you update the list of contacts MYOB PayGlobal Support has before they go on leave.

To add new staff to your list of authorised contacts, the key contact should email payglobalsupport@myob.com with the new contacts, along with their email addresses, contact phone numbers, and positions.

FAQs

My calendar runs out at the end of the year, how can I create a calendar for the next year?

If you need to create period calendars for the upcoming year you have a few options:

Create period calendars yourself using the help file or manuals available from the PayGlobal website.
Contact your Account Manager to book a consultant who will create your new period calendars, which will be chargeable. This option is the quickest and easiest way to do it.
Contact your Account Manager and request training on creating new period calendars, which will be chargeable. A consultant will come to your company, set up your new period calendars, and show you how to do it.

Can I open, process, and close pay sequences in advance for Christmas?

Yes. However, we recommend that you open, process and close pay sequences in sequential order.

Accrued leave values in employee records are not updated until you close the pay. These values are then used when you process subsequent pays. If you do not close pays in sequence, the rates or leave balances used in subsequent pays may be incorrect.

Our company shuts down over the Christmas period. During that time multiple pay runs need to be processed in advance and an employee must be terminated during this period as well. How do I terminate an employee in advance?

As above, be sure to process and close pay sequences in sequential order. This is particularly important if you are terminating an employee because annual leave and other entitlements will be paid out in the termination pay.

If you have not closed all previous pay sequences before you process the termination pay, it will not include leave the employee should have accrued in the unclosed pays, and the rates used may be incorrect.

For example:

You have closed Pay Sequence 1, and you will be away over Christmas, so you will need to complete all pays in advance for that period. An employee will be terminated in Pay Sequence 4.

Normally, by Pay Sequence 4, the employee's leave on termination would be calculated on $2,200 total gross (approx. 6 days) plus the leave they accrue in the termination pay.

However, if you terminate the employee before you process Pay Sequences 2 and 3, the leave on termination will be calculated on $600 total gross (approx. 2 days) plus the leave they accrue in the termination pay.

If you are in NZ, please refer to the Employment New Zealand site for further information and legislation.

If we find an error in a Christmas pay, can we roll back to that pay to fix it?

The rules for rolling back a pay sequence at Christmas are the same as any other time of the year. We do not recommend rolling back more than one pay sequence to fix an error. When you roll back a pay (or multiple pays), you have to reprocess and close them in their original order.

You should open a manual pay and add the adjustment in that pay.

If you have made any changes to employee records (such as rate changes) since you originally closed the pay, you have to reverse those changes before you reprocess the pay or you may get different results.

For example:

After you close Pay Sequence 3, you notice that the hours worked in Pay Sequence 1 should have been 30, not 40. You would need to roll back Pay Sequences 1, 2 and 3 to correct this error. The rollback process would reverse all database changes made when these pays were closed.

However, it would not reverse any manual changes so you would need to reverse them manually.

In Pay Sequence 1 you changed an employee's rate to $20 so you would have to manually change their rate back to $15 before you reprocessed, balanced, and closed Pay Sequence 1. Then you would have to change their rate to $20 before you reprocessed Pay Sequence 2 and continued with the other pays. You would have to follow this process for every employee with manual changes in the rolled back pay sequences.

How do I delete leave that was entered incorrectly?

How the leave request has been entered or applied for determines how it can be deleted from the system. Please see the below scenarios and resolutions for deleting leave:

A leave request has been applied for in Self-Service and has not been approved.
This can be deleted from the system using Process Flow Delete. Log into Self-Service as Admin and navigate to Workflow > Process Flow Delete. Search for the leave request by employee, select it, and delete it. Nothing else needs to be done as the leave is not approved and therefore has not been written to the PayGlobal tables.
A leave request has been applied for in Self-Service and has been approved, but not paid.
The leave needs to be deleted from Self-Service using Process Flow Delete and then also deleted within PayGlobal from the employee record > Leave Requests tab.
A leave request has been applied for in Self-Service, has been approved, paid and the pay sequence has been closed.
You need to open a manual pay and reverse the leave transaction. The Accumulators on the Manual Pay need to be the same as the pay the leave was originally processed in. Process and close the manual pay. This will remove the leave from the leave calendar in Self-Service. If you want to delete the leave request itself, you’ll need to delete it from the employee’s Leave Requests tab in PayGlobal and also from Self-Service using Process Flow Delete.
A leave transaction has only been manually entered in a pay and it has been processed and closed.
A manual pay needs to be opened and the leave transaction reversed. The Accumulators on the Manual Pay need to be the same as the pay the leave was originally processed in. Process and close the pay. The leave calendar in Self-Service will be updated.

The public holidays are not showing in the ESS Leave calendar or in Daily View in PayGlobal

You will need to check the Holiday record and the Holiday Group record

Check that the Holiday is setup correctly
Compare to another holiday that processed correctly
Make sure the Holiday is attached to the Holiday Group of the employees with the issue

Go to Organisation > Entitlements > Holidays

Go to Organisation > Entitlements > Holiday Groups and view the Holidays Tab.

Adjusting Freeze time for ESS Leave Requests

If you are processing your pays in Advance, you may need to adjust the Freeze time on the Period Code to reflect the advanced processing.

Below is an extract from the Help File on this setting. Help Topic: 10608

To edit this, go to Organisation / General Periods / Periods.

Open the Period to edit and go to the Self Service Settings tab.

See example below.