Error when trying to update employees

System

This discussion was created from comments split from: Update to STP 2 Employee problem.

Bruce1

Hi Rav,

I have converted my Reckon One book to STP Phase 2 for payroll. Before doing my first pay run under STP Phase 2 it says I need to add employee email addresses and phone numbers. I have tried doing this but I get a message saying "Error when trying to update employee details - try again or contact support". How do I fix this?

Rav

Hi @Bruce1

Does this error message appear after you've entered the required details that Reckon Payroll is asking you for?

How many employees are showing up with the Incomplete status? If there are multiple, have any of them updated correctly after you've entered in their info?

Also, have you already started/completed the STP Phase 2 Checklist?

Bruce1

Hi @Rav

I have completed the STP Phase 2 Checklist and it says I am using STP version - STP Phase 2.

All 5 active employees have Incomplete status and there is 1 archived employee.

The error message comes up when I enter the email address and/or phone number i.e. the system is not saving the information as I complete it.

Rav

Thanks Bruce.

Can you do me a favour and check the following -

Does the default super fund exist in your Reckon Payroll? You'll find this by going to Settings ➡ Superannuation Funds

If you can't see it there, can you please send me a private message with each of the 6 incomplete employees, along with their respective info that Reckon Payroll is asking you to enter. (Do not post this publicly here).

Example:

Employee: John Smith

Email address: john@email.com

Phone number: 0412345678

I'm also going to send you a request to access your Reckon One book, it'll come through to the same email address the book is registered under. Please review it and grant access when you have a moment so we can take a closer look.

kenl90

Rav,

I have the same problem. For the first employee, I had to create an employee at least 5 times before it was successfully saved! I did nothing except try and try again! No superannuation details are required as the staff is under 18 and earning less than the required amount to qualify for SGC.

For the second new staff, also under 18, no SGC is required. This time it won't save the employee data and give an error stating that no superannuation info is entered. The errors are not consistent and the error message does not make sense. I'm about to attempt for the 4th time but decided to check this forum to see if others are experiencing the same. Looks like it's a common problem. BTW... all my superannuation data was imported from STP Phase 1 into Phase 2. See attached

Screen Shot 2023-08-23 at 5.42.18 pm.png

This is the error message I get after the 4th attempt! I'm only on the 2nd step (Leave Entitlement tab) when this message appears. This error message is erroneous, Superfund details are only required on the 4th step (other details) when creating a new employee

Screen Shot 2023-08-23 at 6.03.52 pm.png

kenl90

Further to my comments above, I had a chat call from Reckon Support. The solution was provided. Thank you Avish. I was not able to find this link when searching for solution. I'm glad that Avish sent this to me. It says, this solution applies to ALL products (not just STP Phase 2)

https://help.reckon.com/article/09n03c3os1-superfund-needs-to-be-linked-to-super-contact-error

The solution description is not complete though. Please take note of the following.

1. Select your DEFAULT superannuation fund (e.g. AustralianSuper). Do a screen print of this fund before you move to Step 2
2. Replace AustralianSuper by typing 'Default.....'. 'Default Super Fund' should appear in the list. Select this.
3. You will notice that all existing employees attached to AustralianSuper will be moved to the 'Default Super Fund'
4. Now, you can proceed to add a 'New Employee' without encountering the problem I reported above. This employee will have 'Default Super Fund', link after the 'Leave Entitlement' tab, Step 2 of the process.
5. There's more.....
6. Now, you need to Create a NEW Superannuation Fund record. This is the original AustralianSuper, which you replaced in Step 2 above, with 'Default Super Fund'
7. Now the cumbersome step....
8. Go through all your employees who are now attached to 'Default Super Fund' and replace it with 'AustralianSuper'
9. DO NOT delete 'Default Super Fund', which was renamed in Step 2 above. It appears that this is required whenever you add a new employee. When you get to the 'Others' tab, of the 'Add New Employee', you can replace the 'Default Super Fund' with whatever it is.

Hope this helps. Oh Reckon, is it possible to make this easier for end users?

Rav

Hi @kenl90

I'm super glad to hear its been solved for you however just to be crystal clear, the above is a workaround only at the current time and is not a proper solution to whatever is causing the error when adding in info to an incomplete employee profile. The help guide you've linked above is for a very specific situation however it just so happens that it also provides a solve to this as well.

It is however, as you say, cumbersome at times particularly for those with several incomplete employees to action. Our teams are certainly aware of this and are investigating a 'proper' fix for a more seamless experience for any users who find they have incomplete employees after upgrading to Reckon Payroll.

Bruce1

Hi @Rav

Thank you for your reply - I am currently off sick today so I will send you the info requested on Monday as well as grant you access to the book.

How do I go about sending you a private message?

Rav

No worries at all @Bruce1

To send a PM, just click on my name and select the Message button on my profile card 🙂

Rav

Hi @Bruce1

Just getting back to you on this, my devs have let me know this should now be resolved for you.

Can you please take a look when you can and confirm all is ok?

Cheers

Bruce1

Hi @Rav yes I have been able to now post our weekly pay run, thank you.

Unfortunately I have encountered another problem with STP submission & hoping you can help. We process a monthly pay run for 3 employees who have each requested 50% tax withheld. Under STP Phase 1 we had chosen the tax scale 'Voluntary Flat Rate' but today I when I submitted their pay runs to the ATO it came back with an error 'Submission has been rejected by the ATO - Contractor ABN must be supplied if an Income Stream Collection tuple with a type code Voluntary Agreement contains a Gross Payment or PAYGW Amount that is greater than zero.'

So I assumed the error was due to the tax scale chosen as Income Type was also locked in as Voluntary Agreement and my research showed this was related to Contractors.

So I deleted the pay runs, changed the Tax details for all 3 employees to tax scale 'Scale 2: Tax free threshold claimed', Income Type 'Salary & Wages', ticked 'Employee requested an upward variation' and filled in 50%. Then I ran a new monthly pay run & submitted it to the ATO but it has come back with the same errors as previously. Do you know what we could be doing wrong? Could these errors be related to our submissions under STP Phase 1?

Tanvi_kataria

Hi @Bruce,

Apologies for the inconvenience.

We are across this error message - "Contractor ABN must be supplied if an Income Stream Collection tuple with a type of code Voluntary Agreement contains a Gross Payment or PAYGW Amount that is greater than zero."

We are waiting for the fix to be deployed. If everything looks working fine, it will be released ASAP. Rest assured, our devs are fully aware of the urgency of this particular issue and are working toward rectifying the underlying cause as quick as they can.

I'll let you know here as soon as I get an update on this. In the meantime, if you have any concerns/issues. Please reach out to us. Thank you!

Regards

Tanvi