Using Reckon STP paid subscription - show 'Done' but not received at ATO
We are using the current Reckon STP. Status shows 'Done' but not received at ATO. Was OK to October 2022 but subsequent 2022-2023 lodgements not received at ATO, including 2023 Finalisation. Could this be related to transitioning from the 'free' version to the 'paid' version. Need to get resolved prior to lodgement of 2023 tax return. Any suggestion?
Thank you.
Answers
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Hi @leighporter
The Done status message on a pay run means that a submission has been sent for that specific pay run. To check that its been successfully processed however you need to take a look at the status of the STP submission itself.
If you're using Reckon Payroll go to Compliance ➡️ STP ➡️ and check whether your submissions have been successfully accepted or whether they have returned an error response from the ATO.
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Thanks Rav for your prompt reply. We are not using payroll, just using the STP application. Can I check for success within that application?
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Sorry, when you say STP application do you mean the Reckon Payroll App? ie. our app on your mobile?
If so, then the same principle as above applies however if you're using the mobile app exclusively, then just tap the STP tab at the top of the screen to see a list of your sent submissions and their respective status.
Just as a separate note, if you're using the Reckon Payroll App on your mobile you can also access your account on a PC (which is what my first screenshot from my earlier reply was from) if its easier for you to use/navigate compared to the app. Simply head over to https://payroll.reckon.com/ and sign in with your login credentials that you use with the app.
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Thanks Rav, this is on my son's computer and will check this afternoon. Your help is appreciated.
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Hi Rav, this issue came to light when the accountant advised the 22-23 STP was incomplete and not finalised. the last report received by the ATO was October 22. Remining entries, except December 2022, show 'success'. December shows 'processing'. We resubmitted November through June to ATO and the STP column did not change - immediately showed 'success' upon the re-submission.
Also the EOFY finalisation shows 'success' but not received by the ATO.
FYI we upgraded to the STP 2 version for the July 22 submission which was processed OK. Could you please check and advise.
Thank you.
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Hi @leighporter
Based on your screenshots everything looks good from our end. I've had a look at your ABN and there is only one registration for it on our end as well which is good.
Unfortunately we don't have any visibility or control over what happens on the ATO Business Portal end after the submissions have been sent and I'm genuinely not trying to shift blame here but if the submissions are showing a Success status, which they are, then the response we've received back from the ATO is that its been processed successfully. I'd suggest giving the ATO a call and having a chat on why those successful submissions and EOFY finalisation are not appearing on their end.
One thing I could suggest is obtaining the ATO receipt number for that EOFY submission so that you can provide this to the ATO to ask why the submission you sent through which shows as successfully processed isn't appearing on their end.
To find the ATO receipt number for your submission
1️⃣ Go to https://portal.reckon.com/ and sign in with your Reckon Payroll App login credentials
2️⃣ Click on Reckon GovConnect on the left (example below)
3️⃣ Click Open on your STP entity (example below)
4️⃣ Locate the specific submission in the list and click the Detail link on that respective submission
5️⃣ You'll find the ATO Receipt Number for that specific submission listed and you can provide this to the ATO to hopefully locate the submission on their end.
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The issue was resolved thank you. We discussed with ATO and then re-submitted through Reckon so don't know whether the problem was on the ATO side or Reckon side.
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