Reckon GovConnect - Reckon One - Cannot see Lodged STP Data

Eric KongEric Kong Member Posts: 27
edited September 2018 in Reckon One
I have tried to lodged the payroll information to Gov STP connect, and it shows that I have successfully lodged.


 image



As you can see, all payroll data is shown "SENT". 

image



However, when I launch the Reckon GovConnect, it shows "No Data Received". 

image

Can you please assist on this matter???

Comments

  • Albert ChoyAlbert Choy Member Posts: 19
    edited July 2018

    I have the same problem.  I called up the hotline which told 2 hours to get through and 1 hour for them to realise the problem!  I was told that a call will be returned to me the following day to have a solution for me.  I receive no call AT ALL even after 3 days.  This help line is hopeless!!!


    Albert

  • RavRav Administrator Posts: 9,861 Administrator
    edited September 2018
    Eric,
    Is the Reckon One book and GovConnect STP from your screenshots in the same Reckon Portal account?
  • Eric KongEric Kong Member Posts: 27
    edited July 2018
    Yes, it is the same Reckon Portal Account. Can you please check?
  • RavRav Administrator Posts: 9,861 Administrator
    edited July 2018
    Eric, what is the user name you're using to sign into the Reckon Portal?
  • Eric KongEric Kong Member Posts: 27
    edited July 2018
  • Eric KongEric Kong Member Posts: 27
    edited July 2018
    Any update?
  • RavRav Administrator Posts: 9,861 Administrator
    edited July 2018
    Hey Eric,
    Can you please head into your Book settings and check if you have a branch number set in your Reckon One book settings.

    If not, can you please enter 001 and save it. 

    Once that's completed, try again please.
  • Eric KongEric Kong Member Posts: 27
    edited July 2018

    Hey there,

    After adding 001 as brunch number as requested by you, it come out with this error message:

    X

    • Invalid Company Information provided. Please check your ABN/WPN, Company Name and Branch number match those set in Reckon GovConnect Single Touch Payroll for your company.

    image
  • RavRav Administrator Posts: 9,861 Administrator
    edited July 2018
    Thanks for getting back to me Eric,
    This sounds like a very unique and very strange issue that you're experiencing.

    Can I obtain your permission for our devs to take a look at your book under [email protected] for further investigation?
  • Eric KongEric Kong Member Posts: 27
    edited July 2018

    Yes please, please go ahead with the investigation.

  • RavRav Administrator Posts: 9,861 Administrator
    edited July 2018
    Hi Eric,
    Can you please try again now please and advise if you encounter the same or any other errors.
  • Eric KongEric Kong Member Posts: 27
    edited July 2018

    Rav,

    Do you need us to resubmit again? And change Brunch number to nothing instead of 001?

  • RavRav Administrator Posts: 9,861 Administrator
    edited July 2018
    Yes please, resubmit. The branch number should be ok, but if you run into an error, please remove the branch number as you had before.
  • Eric KongEric Kong Member Posts: 27
    edited July 2018

    Yes, I can submit now. But ATO status said Pending. I will check the status again tomorrow.


    Thank you very much!


    image
  • Albert ChoyAlbert Choy Member Posts: 19
    edited July 2018

    Hi Rav

    I have the same problem.  The change the branch number to 001.  It does not work and with the same error message:

    "Invalid Company Information provided. Please check your ABN/WPN, Company Name and Branch number match those set in Reckon GovConnect Single Touch Payroll for your company."

    I then changed it back to blank and the message gone.  However, when I launch the Reckon GovConnect, it shows "No Data Received". 

    image

    Can I know what is causing the problem?


    Albert

  • Albert ChoyAlbert Choy Member Posts: 19
    edited July 2018
    I still cannot resolve the problem in lauching the Reckon GovConnect that shows "No Data Received":


    image

    Can someone suggest where I should look to correct?

    Albert
  • Albert ChoyAlbert Choy Member Posts: 19
    edited July 2018
    Hi Eric

    How did you fix the "No Data Received" problem when submitting through Reckon GovConnect ?  Appreciate your response.

    Albert?
  • Eric KongEric Kong Member Posts: 27
    edited July 2018

    Albert,

    Yes, this is fixed by Rav.

    Eric

  • Albert ChoyAlbert Choy Member Posts: 19
    edited July 2018

    Hi Rav

    Can you point me to the right direction as to what to look for.  I have checked Company Name and Address, the ABN (the spacing same as in "Company & Advisor Info" screen.  The only other suspicious fields are the address is absent and only part of the contact name is shown in "Company & Advisor Info" screen which I do not know where is fix them.  Appreciate your help in advance.


    KInd Regards


    Albert


  • RavRav Administrator Posts: 9,861 Administrator
    edited July 2018
    Hi Albert,
    What is the relationship between your book and Eric's?
    I note that you both have the same book name in your screenshots.

    Are you a shared user in GovConnect for Single Touch Payroll on this book?
  • Eric KongEric Kong Member Posts: 27
    edited July 2018

    Rav,

    We are totally not related.


    Eric
  • Albert ChoyAlbert Choy Member Posts: 19
    edited July 2018

    Hi Rav


    There is no relationship at all.  My book name is AP Prime Solution Pty Limited which is my company name.  Is Eric has the same name?  Is that what is causing the problem your think?


    Kind Regards


    Albert
  • RavRav Administrator Posts: 9,861 Administrator
    edited July 2018
    That's not what I'm saying.

    I'm trying to determine what is going on here and if there is any connection because you've added screenshots earlier in this conversation here and here showing the same book name as what Eric has.
  • Albert ChoyAlbert Choy Member Posts: 19
    edited July 2018

    Hi Rav


    My mistake in my cut and paste.  My error I have is actually the same as what Eric got!


    Kind Regards


    Albert
  • Eric KongEric Kong Member Posts: 27
    edited September 2018

    Albert,

    Can you please contact Rav directly instead of make comment on my post? As we keep getting the email from Reckon Community.

    Thank you.

    Eric
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