My business recently installed the 2024 version of Sage. Everything seemed to be in working order, but when our book-keeper came by this week in order to process payroll, she found that she was unable to do so. On the homepage of the desktop version of Sage, when anything related to Payroll (i.e. Employees, Paycheques, or Payroll Cheque Run), an error message appears with the following:

"Warning! You need a service plan to process individual paycheques.

To process a paycheque in the Paycheques window, please purchase or update your service plan by calling 1-888-261-9610 (Monday through Friday 6 a.m. - 5 p.m. Pacific Time).

If you also want to process multiple paycheques at a time, have your payroll taxes calculated automatically, or prepare a T4, RL-1, or ROE, consider updating your service plan to a plan that provides you with these services."

I am then prompted to select "I have a service plan that includes payroll" since our service plan does indeed include it, and we've never had a problem with it in the past.
When I select that and check the service plan using our Account ID, I receive the following error message:

"Your service plan information could not be retrieved. Connect to the internet and retry retrieving this information again. If you always work offline, you may manually enter a Payroll ID."

We are online, and again have never seen this error message before. Can anybody assist me with this? It's extremely frustrating. I have tried going to the 'Help' tab and selecting 'Unlock Payroll' and 'Upgrade your Sage 50 Product'. None of these have worked.

Regards,
Michael Goodchild