Knowledge Base: Your Cashflow Manager Help Centre

You spoke, we listened, and now we would like to introduce you to Knowledge Base, our online Cashflow Manager Help Centre.

Cashflow Manager Knowledge Base

This centralised hub, which you can access direct from the support tab on the Cashflow Manager website, gives you instant access to helpful information on all Cashflow products, from installing the latest software update to handy hints and tips for setting up and using Single Touch Payroll.

Access Knowledge Base direct from the Cashflow Manager website

Knowledge Base is updated regularly with new information direct from our Customer Experience team and is driven by real-life challenges customers are experiencing today, making it an invaluable resource on those occasions when you need a helping hand to get the most out of a feature or troubleshooting.

Knowledge Base is completely searchable making it easy for you to find the information that you need fast. Simply click on the spyglass icon at the top of the page and enter your search query, for example <How can I adjust GST for BAS>, press return and all results relevant to your search query will be displayed.

Using the search function in Knowledge Base

You can then click on the most relevant article to your search query and get the answer or help you require.

Article in Knowledge Base

The great thing about Knowledge Base is that it is continuously updated with all of the latest hints, tips and tricks on how to get the best from your Cashflow product, so when you need answers fast Knowledge Base should be your first stop.

We’re always looking for ways to improve your Cashflow Manager experience, so if you have any feedback on Knowledge Base let us know in the comments below.

Comments (66)

  • Gavin Reply

    I have recently taken over the bookkeeping role at our business and the previous operator is no longer available. We have 3 entries that effect the end of month reconciliation that I would like to get rid of instead of exceptioning every month. 2 are refunded fees from 2011 and 2012 that were entered into Cashflow as negative money out amounts and therefore did not match the bank statement and the other is a cheque payment in 2013 that was entered into money out but never banked by the recipient and has long been cancelled and dealt with by other means. It seems a waste of time to have these carrying through every month year after year. Is there a relatively easy way to get rid of these.

    23/09/2019 at 8:09AM
    • Madi Reply

      Hi Gavin,
      To remove those entries, you would put them into Money On/Out again as minus figures. Then when you reconcile you would tick the positive and negative entries off together so they cancel each other out.

      23/09/2019 at 9:56AM
  • con michaliadis Reply

    seeing as I cannot get any help from the product provider can someone please help me by return email

    Have just terminated an employee do not know how to calculate a pay advice recording employees annual leave entitlement I’m thinking it would require a separate pay advice and would naturally be reported within the final payment summary thanks in anticipation if need be I can be contacted on 0419 819 644

    17/09/2019 at 8:26AM
    • Madi Reply

      Hi Con, After you process the employees last normal pay, you can then terminate them and say Yes to recording a termination pay. The termination pay pays out the outstanding annual leave.

      17/09/2019 at 8:45AM
  • Nicola Reply

    Hi how do I delete an Invoice off the program?

    11/09/2019 at 9:41AM
    • Madi Reply

      Hi Nicola, Invoices cannot be deleted after they are saved. You can edit the invoice so it has a $0 balance (this wont show on reports) then you can use it the next time you invoice that customer. Or you can put an adjustment note against it to 0 it out.

      11/09/2019 at 10:36AM
  • Donna Salter Reply

    Hi, I have an old unpresented cheque dated 20/02/2017 that I would like to cancel. How do I do this?

    10/09/2019 at 1:43PM
    • Madi Reply

      Hi Donna, In the current month you are reconciling you would enter the cheque for the same amount but as a minus figure. Then when you are reconciling, you would tick of the – and + together so they cancel each other out.

      10/09/2019 at 3:02PM
  • Kevin Phillips Reply

    I have sent two pay runs through Single Touch Payroll. I went to send the third run but the Single Touch Payroll button on the right side is not light up and I cant send the payroll run off. Could you let me know how to get this to work. I have tried to call the hot line but unable to get through.

    09/09/2019 at 11:01AM
    • Madi Reply

      Hi Kevin, I cannot locate you in our database to email the steps. Can you please send an email to with your Member ID so I can assist you.

      09/09/2019 at 4:12PM
  • Karen Wright Reply

    Hi, I am trying to send my wages to STP and the button is greyed out. I have only just taken out subscription a few months ago and the last few pays have been fine. Can you help explain. I’m not even going to try your phone number. For the last 6 months I have not been able to get through on your phone and no one calls back when I leave a message. I’m not sure what is going on with your company. I have been a member for 10 years and always had wonderful service until now. What has changed ??

    05/09/2019 at 6:44AM
    • Madi Reply

      Hi Karen, I have looked into this for you and the STP button should not be greyed out now. Please send an email to if you still cannot access Single Touch.

      05/09/2019 at 8:57AM
  • Sandy Reply


    I am trialing Wages manager – should I be able to enter any employee information so I can see how it works?

    02/09/2019 at 2:40PM
    • Madi Reply

      Hi Sandy, The trial comes with a test file (go to open existing and open the test.c11 file) which you can use to see how the system works. Or you can start your own file and add an employee into the trial as that information will stay in the program if you choose to subscribe.

      02/09/2019 at 3:37PM
  • mocca Reply

    i want to send pay advise by email to each staff. how do i do that please/

    01/09/2019 at 2:03PM
    • Madi Reply

      Hi Mocca, After you calculate the pay advice for the employee, you can click on the Print button. Then select Email. Or you can use the Pay Advice Report and email the pay advice from there.

      02/09/2019 at 12:16PM
  • Fay Rayner Reply

    Hello Madi I have never had problem with my Bank Reconciliation before and I had know problem up until March this year. The money from received is coming over to the reconciliation but money out want come across. I deleted and started again but still it will not come across. I then went to April and had know problem but of course I couldn’t balance because of March. May and June both had the problem that the the money out will not come across in to Reconciliation.

    31/08/2019 at 1:07PM
    • Madi Reply

      Hi Fay, Please ensure the Money Out is allocated to the Bank Payments column. If the totals are in the Cash Payments column, they arent transferred to the Bank Reconciliation.

      02/09/2019 at 12:17PM
  • Judith Ruhle Reply

    I have been getting an error message when trying to do STP for Pay event 5
    Bad request Status 400
    Convert to XMLAnd validate

    Cashflow is not showing pay event No 4 but when I check the ATO it has been reported.


    29/08/2019 at 10:36AM
    • Madi Reply

      Hi Judith, please send an email to with your Member ID and the error message. Then they can advice what you need to do to resolve it.

      02/09/2019 at 12:18PM
  • John Fehlberg Reply

    I am new to the use of STP, first two pay cycles went thru but third did not stating error transaction already exists so I tried resetting the system then the transaction box went blue now I cannot lodge any pay cycles by STP. how do I fix this please?

    16/08/2019 at 11:34AM
    • Madi Reply

      Hi John, This message means that we have to amend a setting in the background of the file. I will send you an email shortly with the steps.

      16/08/2019 at 1:21PM
  • Shandell Cummins Reply

    Hi there, I am just trying to find some information on how to enter annual leave. I have read the information in the support tab but I still don’t quite understand how to enter for example 7 days of annual leave for an employee. When I pay a single employee and enter the hours of annual leave with this calculate it automatically. I don’t want to process it if it’s incorrect and then I may not be able to delete it?

    14/08/2019 at 9:03AM
    • Madi Reply

      Hi Shandell, Yes if you put the normal hours they worked into the Normal Hours column, then allocate the hours of leave they took into the Annual leave column, it will calculate the rate based on those hours. You can always delete the pay if it incorrect.

      14/08/2019 at 9:30AM
  • Ross Reply

    Single touch payroll is not working. I have followed the setup as instructed but when in CFM 11.5.2 the Single Touch Payroll button is greyed out and cannot be selected. Also nothing appears under ‘Tool’ menu.
    Am I missing out on doing something?
    Does the file from CFM 11.2 need to be updated to 11.5.2 ?
    Are there any other setup steps that will result in Single Touch Payroll button to be able to be selected

    12/08/2019 at 9:48PM
    • Madi Reply

      Hi Ross, The Single Touch functionality is only available on an active subscription. You would need to renew your Inner Circle subscription for it to be activated.

      13/08/2019 at 8:53AM
  • Janette Starr Reply

    Hello I need help please I have been trying to contact CFM for over 2 months now. Do you still answer the phone or is this the only way I can get help?
    I am trying to set up an invoice so as I can send my clients their invoices I have followed the video and all help instructions but when it comes to printing the Invoice out the program freezes up there is an error that word is not responding and it shuts the CFM down. plplease can you he

    12/08/2019 at 3:11PM
    • Madi Reply

      Hi Janette, Yes we have phone, webchat and email support. I have emailed you this morning in regards to your other queries.
      To resolve this one, go to Tools, Options, Microsoft Word Settings and untick Invoice. Once that is saved, you can print invoices without that error.

      12/08/2019 at 4:13PM
  • admin294 Reply

    How do we transfer/copy/import Employee details from an old account to a new account in the same version? No amount of phone calls or emails are being received from Cashflow in answer to this. Johanne

    09/08/2019 at 2:51PM
  • Deonne Falkenberg Reply

    My Invoice numbers are out of sequence, how do I reset?

    09/08/2019 at 2:18PM
    • Madi Reply

      Hi Deonne, The Invoice numbers are designed to increment from the highest number entered. So along the way you may have accidentally put in a higher number than usual. To correct this you would need to email in your data file to be fixed.

      09/08/2019 at 4:44PM
  • Kerryl Reply

    I have been unable to email my Cash Flow Manager file. I tick the box for emailing after backup, the email screen appears, I enter address (including mine), press send and then the sreen closes down; however no emails are being received.

    09/08/2019 at 8:55AM
    • Madi Reply

      Hi Kerryl, This can be due to either the file size, or the email program that is on the PC. I would suggest clicking on Backup, then browsing to save your file to a location of your choice. Then you can manually attach the file to an email.

      09/08/2019 at 9:03AM
  • Charmagne Reply

    Hi. I have called your support number numerous times with no luck. After 15 mins I am asked to leave a message but nobody returns my calls. I am new to the Wages Package / STP. I have managed to set up all my employees and pay them via net banking. On the Paysilps I cannot seem to get the “Payment Date” algined with the “Pay Period”. Could you please help?

    08/08/2019 at 1:07PM
    • Madi Reply

      Hi Charmagne, the Payment Date comes from the ‘Pay Process Date’ in the pay single employee screen. This needs to be amended before you calculate the pay. If you need further assistance, please email

      09/08/2019 at 9:13AM
  • admin294 Reply

    We have opened up another account in the same version Cashflow Manager Gold as we had new funding and wanted a clean start. Is there any way of getting all the employee data from one account to another without having to re-enter everything. I have printed off the Employees Details but it does not include everything and I don’t want to have to manually input all these details. What do I do, I also can’t get anyone to phone me back.

    08/08/2019 at 12:26PM
    • Madi Reply

      Hi, Employees data cannot be transferred from one account to another for privacy and security reasons. You can print off the Employee Details report and then enter them into the new account.

      09/08/2019 at 9:10AM
  • Alison Reply

    Hi i have a pay in my STP that shouldn’t be there how do i delete it?

    08/08/2019 at 10:14AM
    • Madi Reply

      Hi Alison, You can tick only that pay, then go to Other Functions and select Mark File as Sent. Then when you close out and come back into the STP function, the pay will be gone.

      08/08/2019 at 10:19AM
  • Mike Jeffery id 58171 Reply

    I’m still waiting for a phone call after four weeks, I have had one reply( email) with the excuse eofy. As I have said and written that this is the first year that I have not had an answer i.e. talked to some one. All I want is some one to talk me through the back up procedure for 2018/2019, I hope thats not asking to much! I have been a member for over twelve years and have never had this problem before.

    07/08/2019 at 3:34PM
    • Madi Reply

      Hi Mike, To backup your data you would go to File in the top left and select Backup. From the next screen you can browse to save the backup to a location of your choice. Then click Save and Backup in the bottom right.

      08/08/2019 at 10:22AM
    • Kelly Reply

      Hi Mike, Someone from our team will give you a call in the next 10 minutes.

      08/08/2019 at 11:44AM
  • Ruby Tolson Reply

    Can you please tell me what version of wage manager I should be in to start STP? No one is answering your phone for help and support. Everytime I ring I wait for a long long time, and no response. Can you also advise me where to look for STP in wages manager? Also , don’t tell me to email cashflow, because I just sent one still awaiting a reply. Can you check you got my email? So hard to get in touch with cashflow for help and support!!

    06/08/2019 at 3:39PM
    • Madi Reply

      Hi Ruby, the latest Version 11.5.2 on the website is equip with all the STP requirements. The STP function can be found in the Tools menu, or on the right hand side of the Employees screen.

      07/08/2019 at 9:36AM
  • lee bell Reply

    I am unable to sent pay slips via email. it says. ;there is no email program associated to perform the requested action. Please install an email program, if you already installed, create an association in the default program control panel.; now im not good with computers so can you help. I have an email on computer & tested I can send one & it worked. Lee

    04/08/2019 at 4:48PM
    • Madi Reply

      Hi Lee, Cashflow Manager software can connect to the installed email programs Microsoft Outlook and Thunderbird. You can check the default emailing system by going into the Settings on the computer, App and Default Apps.
      In there you would need to make sure either Outlook or Thunderbird are the emailing default. For more information, please email

      05/08/2019 at 12:03PM
    • Rob Reply

      STP no longer shows under tools and the button on the employees page has greyed out.How do fix this as it has previously been working

      06/08/2019 at 8:47PM
      • Madi Reply

        Hi Rob, I will send you an email this morning with the steps to resolve this.

        07/08/2019 at 9:37AM
        • Sheridan Reply

          Hi My stp button is also greyed out. it was working fine until last weeks payrun.
          please advise.

          02/09/2019 at 1:43PM
          • Madi

            Hi Sheridan, If your STP is grayed out, that means your subscription has expired. Please either call the team on 1300 88 78 68, or send an email to

            02/09/2019 at 2:00PM
  • Leigh Davies Reply

    How to change financial year in wagers manager?

    04/08/2019 at 1:59PM
    • Madi Reply

      Hi Leigh, when you are on the Employees screen, go to Tools, Financial Year and select either Start New, View Previous or View Current.

      05/08/2019 at 12:05PM
  • Trevor Davey Reply

    I am currently using the Cashflow Manager hard copy book. I have subscribed to your Wages 1-4 (order 227558 12/07/20190 but cannot seem to download
    from the various links you provide. I tried phoning several times but nobody has returned my calls. Can you help?

    02/08/2019 at 3:15PM
    • Madi Reply

      Hi Trevor, I would first look at our Download and System Requirements Guide in the knowledge base. This will assist you to troubleshoot why the download isn’t installing. If you are needing further assistance, please email the team at

      05/08/2019 at 12:57PM
  • Rhonda Ramm Reply

    I cannot produce a payslip for an employee. Error message wrong financial date. This has happened the last two years and have had to get the accountant to fix this? I searched help however no satisfactory answer.

    02/08/2019 at 2:42PM
    • Madi Reply

      Hi Rhonda, You can only view pays within the financial year that the program is set to. If you need to view pays from a past year, go to Tools, Financial Year and View Previous.
      Then you can select the year you want to view reports and pay advice’s from.

      05/08/2019 at 1:05PM
  • Julie Reply

    I have tried to ring Cashflow Manager at least 30 times in the last two days and have not had anyone answer my call or even return any of the messages I have left asking for help. So here I am trying this way.
    July went smoothly for the first month of us using this program with single touch payroll however the first pay for August keeps coming back as error on single touch payroll saying ‘ error 400 , pay event with ID 1 has already been lodged ‘ . I can find not help in your user manual and am lost as to what I need to do. Can you eplpain what I need to do please ?

    02/08/2019 at 2:27PM
    • Madi Reply

      Hi Julie, to resolve this message can you please send through an email to with your Member ID in the subject so we can address this for you.

      05/08/2019 at 12:15PM
    • your welcome Reply

      Send failed: Reason: Bad Request Status: 400 regarding a post code issue. Make sure there is no space in the post code within the single touch website.

      16/09/2019 at 6:50PM
  • tracy Reid Reply

    I am wondering if you can help me when processing wages i am unable to email the payslip to my employee.
    Is there something in the settings that i have not done

    02/08/2019 at 8:57AM
    • Madi Reply

      Hi Tracy, there aren’t any emailing settings within the software. Our program can connect to Microsoft Outlook or Thunderbird if either of those desktop programs are installed on the computer.
      For more troubleshooting, please send an email to

      02/08/2019 at 9:15AM
    • Rose Reply

      Hi Tracy con you help me as it will not let me send the STP to the ATO its Telling me thatan employee has more than one pay but I have checked the dates and there is only one date per week as I have not been able to send them for the passed 2 weeks.

      04/08/2019 at 1:02PM
      • Madi Reply

        Hi Rose, When you are lodging from the Single Touch function please ensure only one pay run is selected. As you need to report week by week, not 2 weeks at a time. If you are still receiving that message. Can you please send a screenshot through to as there may be more information in the error message.

        05/08/2019 at 12:09PM
  • Wendy Lake Reply

    Hi, Cashflow Manager is new for me. I need to add extra bank accounts to the existing ones we have e.g. there is now a GST account.

    Can someone help please.


    01/08/2019 at 2:34PM
    • Madi Reply

      Hi Wendy, you can add in new bank accounts by going into your existing account, in money in. Then go to Tools, Options and Duplicate account. In there you would add in the new account name.
      Once that has saved, you will see the account added to your Dashboard.

      02/08/2019 at 9:11AM

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