Known Issues

Web application

If you are a bookkeeper, the following workarounds will assist you to handle the known issues in the web application listed below.

 

Issue Workaround
Newly added pay runs are not displayed for Salary, Superannuation, and PAYGW Tax payments Ensure the following:

· Add the pay runs in order in the Accounting System. If you wish to create a new one, create it in the Accounting System and then reload the data in PayVu.

· Edited pay runs are not supported in PayVu. Avoid editing pay runs which are already loaded into PayVu.

· If the required pay run is not visible, then search for it using the correct date range.

“An error has occurred” error message is displayed. 1. Close the error message pop up and logout of the PayVu.

2. Wait for at least 5 minutes and log in again.

A message is displayed multiple times in the Messages page. Messages is duplicated for a multi-user organization set up. Ignore the duplicate messages.
More Info and Tutorial pages do not have updated content. Access the current Resources available on the PayVu website www.payvu.com.au for help videos.
The web page required for entering bank details during the authoriser registration process is not displayed.

Note: This error is only applicable if you are a recommender and an authoriser, you have completed the recommender registration and are moving to the authoriser registration.

1. Logout of the recommender web app session.

2. Wait for at least 3 minutes before beginning the authoriser registration session.

 

While adding a new company, the list of companies displays only the current company in PayVu and not all the companies in Xero.

Note: This error is applicable if you are a recommender and an authorizer, and you have not finished the authoriser registration.

1. Logout of the recommender web app session.

2. Complete or retry the authoriser registration.

3. Try adding companies again.

Authoriser registration page might be displayed when trying to add a company.

Note: This error is applicable if you are a recommender and an authoriser and have not finished the authoriser.

1. Logout of the recommender web app session.

2. Complete or retry the authoriser registration.

3. Try adding companies again.

 

Mobile App

If you are an authoriser, the following workarounds will assist you to handle the known issues in the mobile app listed below.

 

Issue Workaround
A “Payment Failed” alert is received after authorising a payment. Request the bookkeeper to cancel the payment recommendation, and re-recommend the payment for authorisation.

 

Important: If the recommendation isn’t cancelled, the accounting system will show the payment items which were in the recommendation as “paid”, but the supplier will not have received the payment.

 

Ensure the following:

· Bank account has sufficient balance for payment.

· Bank authentication code or security question answer is entered correctly.

The security PIN is forgotten. Contact PayVu Support and request for your security PIN to be reset.
Mobile app has crashed or has taken a long time to load the page. Close and reopen the PayVu app.
A rejected BPAY payment is not displayed in the Rejected Items page in the mobile app.

 

It has not been reverted back into Xero (informed by the bookkeeper)

Type a reject note for the BPAY payment rejection for the recommender, who will then receive a message on the PayVu web app regarding the rejected item.
A message is displayed multiple times in the Messages page. Messages will be duplicated for a multi-user organisation set up. Ignore the duplicate messages.
“Registration already completed, please contact support” error message is displayed, when trying to register again after deleting the app that was already installed. 1. Contact PayVu Support for your registration to be reset. This will enable you to login to the app.

2. Log in to the PayVu app after your account has been reset.

The “Sorry. We could not log you into PayVu at this time due to an unexpected error. Please try again after a few minutes.” error message is displayed after completing the authoriser registration. 1. Contact the PayVu Support team.

Important: If you are invited to be a recommender and an authoriser for the same company, ensure that you have completed your recommender registration.

Authoriser registration with NAB may show “Invalid Credentials” pop up.

 

Ignore the message and click OK to proceed.