Can't sign in
Hi,
I have been trying to sign in to STP app and it is not recognising my thumb print, email or anything, I need to do EOY payroll for employee and now I am stuck, please help
Comments
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It has now let me back in but I don't have my employee any more ?
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Hi Marty,
It sounds like you're logging in with a different email address/account if you can't see your previous details.
We've had a few cases where folks have created their account with an email address that has been spelled incorrectly but since they then switch over to logging in using Fingerprint/Face ID etc they don't realise it until they need to actually login again and obviously can't.
Can you let me know what is the ABN that you've registered to your app account. Also, can you confirm that the email address you are using/intending to use for your account is the same one that is registered to this Community account?
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Hi Rav,
ABN : 46638828823
It has let me log back in but I have had to register everything again and can't migrate from last year?
Cheers
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Ok, there are a couple of things going on here.
Lets just focus on the old STP app first. Your ABN has been registered to the STP app twice.
- One registration under the email address you've listed above with GST branch 1 for your ABN. There have been no submissions sent under this account.
- The second registration is for your ABN with GST branch 2 and there have been several submission sent to the ATO. The account for this second registration has been created under what looks to be an incorrectly spelled email address ie. everything is the same except the end which is spelled as .con.au instead of .com.au
The Payroll App account you just created is under your correct email address but as explained above, the STP app registration under the correct email address is for branch 1 and has no submissions which is why you're not seeing anything in the Payroll App.
The first thing, I want to clarify with you is, does your ABN actually have GST branch 2 in reality? From the looks of it the STP app account you've been using is for your ABN + GST branch 2 so I just want to confirm that is correct.
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Hi Rav,
Yes the I have reregistered, I am making a mess of this sorry.
GST branch 2 is correct
I have stuffed up and resent pay details on the new registration ??
Cheers
Marty
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Hi Rav,
Yes the I have reregistered, I am making a mess of this sorry.
GST branch 2 is correct
I have stuffed up and resent pay details on the new registration ??
Cheers
Marty
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Ok cool thanks for confirming that the branch 2 is correct.
Ok, I'm going to try something out on my end which hopefully straightens this out but what I need you to do is logout of the Payroll App if you're still logged in currently (use the Logout option in the Settings section).
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I have logged out of both accounts, thanks for your help Rav
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Ok cool. Give me a sec and I'll see what I can do.
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Hmmm ok. Sorry I was wrong earlier. There actually IS one submission that has been sent to the ATO under the incorrect branch 1 registration in the STP app. Because of that, it won't let me delete it.
Instead.. here's what I'm thinking of doing but you tell me if its do-able/reasonable for you (or not).
So, right now in the Payroll App you have registered under [email address removed] and its for your ABN + branch 1.
What I'm thinking is, you sign OUT of that account in the app and then sign in using the email address that your branch 2 STP app account is under which is [email address removed]. The Payroll App will then recognise that this account is from the STP app and ask you to migrate your data. You choose yes and your data from the STP app gets migrated.
After this is done, we can then change the email address of the account from that incorrect email to a DIFFERENT email address of yours. I'm sorry but you won't be able to change it to [email address removed] because of the (incorrect) registrations already associated with it now.
Does that sound ok?
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Thanks Rav
I have done that now and all data has migrated, what do I do about that submission that I have done incorrectly ?
Can you now change the email address?
cheers
Marty
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Yep what email address would you like to change it to? Note: It can't be [email protected] or any other email addresses that are already associated with a Reckon app account.
For the submission that you sent under the branch 1 registration in the old STP app. What you could do is, log back in to the STP app using the email address for that account and just see whether or not that incorrect submission was successful. If it wasn't ie. it shows as Error status then go into that submission and just let me know what the error message is. You might not need to do anything depending on it.
FYI - after we've finished with getting your accounts setup correctly, I'm going to go back through this thread and edit the posts to remove the email addresses.
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It says that the pay run was approved by the ATO? I have stuffed it up completely :)
Could we use [email address removed]?
No problems with deleting all email addresses, but I worried about that submission I have sent sorry
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Ok I've updated the email address to your account now. I'd recommend that you just test it out so logout of your Payroll App account one more time, close the app in full ie. swipe it away from any other running apps on your phone. Reopen it BUT this time login using that NEW email address. See if it loads up to the account correctly.
Ok now about that incorrect submission, you can only see one submission in this account right? Is it a pay run or an update event? Go into the employee pay summary and check what the balance is showing there AND for what financial year its for.
If its for the just finished 2020/21 year then you could create an Update Event in the STP app to 'zero out' the balances from that submission.
Example - that one pay run reported a balance for employee Joe Bloggs gross pay $100.00, tax $30.00 and super $5.00.
You could create an Update Event in the STP app for -$100.00 gross pay, -$30.00 tax and -$5.00 super
This will effectively bring the balances back to zero. IF the submission was for the 2020/21 year then you need to make sure you date your update event within that year as well eg. 30 June 2021 or any other data in the 2020/21 year.
I'll link a guide below which outlines how to create and use an Update Event in the old STP app. I'd highly recommend reviewing it before doing anything in the app -
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Thanks Rav,
The new email works. How do I file the EOFY report ?
Thanks again for your help
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That wrong submission is sitting there as a pay run for 20/21
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To submit an EOFY report in the new Payroll App just follow the steps from this guide linked below -
Ok if its a pay run for the 2020/21 year then just follow the instructions from my earlier reply here to zero it out using an Update Event in the STP app.
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Thanks Rav
All that worked and approved by the ATO, really appreciate your help mate
I think I have it all sorted now
Cheers
Marty
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Good work! Glad that its sorted 👍️
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