Unable to submit to ATO - something went wrong error?

jpay
jpay Member Posts: 4 Novice Member Novice Member

I've recently added Reckon Payroll to my account and have been unable to submit to ATO. Each time I've tried to submit a payrun to the ATO it comes up with the "Something went wrong" error.

I've reviewed the pay codes, employee details (including phone number and TFN)

I've also tried on different browsers

Any other ideas?

Answers

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager

    Hi @jpay

    Does this error only appear after you attempt to send through the STP submission or when you mark the pay run as paid?

    Do all your pay items have an expense account assigned to them? You can check this by going to Settings ➡️ Pay Items

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • jpay
    jpay Member Posts: 4 Novice Member Novice Member

    Hi @Rav

    This error only occurs when I click "submit to ATO", the mark as paid works fine

    All of my pay items have an expense account assigned to them

    Any other thoughts?

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager

    I think we might need to take a closer look at the setup of your book and hopefully see if something looks out of place and/or missing that might be contributing to this.

    I'm going to shoot through an access request to your book which will come through separately via email. Can you please grant access when you have a chance and let me know once it has been done 🙂

    Cheers

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • jpay
    jpay Member Posts: 4 Novice Member Novice Member

    Hi @Rav

    You should have access, let me know if it didn't work

    Thanks!

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager

    Hi @jpay

    Just had a quick look and your Reckon One and Reckon Payroll book currently doesn't have a legal name or address details entered into the book settings.

    In the first instance I'd recommend that you enter this information by opening your Reckon One book ➡️ click on Settings in the top right corner ➡️ Book Settings ➡️ Enter the legal name of your entity under General Details and the address in Legal and Physical Address

    Once that is done click the Save button and then head back into Reckon Payroll and try sending through your submission again.

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • jpay
    jpay Member Posts: 4 Novice Member Novice Member

    Hi @Rav

    Thanks for this, it appears this has worked, I now just need to register with the ATO

    However now as I try to log into Reckon Payroll it asks me to set it up again.

    Also requesting me to enter a book name, however I am unable to type in this cell

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager

    Hi @jpay

    The branch number for your ABN was missing in your book settings however this should be sorted for you now. If you access Reckon Payroll when you next get a chance it should load correctly.

    Please ensure that you register your Software ID with the ATO and once that is done, confirm it has been registered in Reckon Payroll. Check out the steps below for full details 👇

    Where do I find my Software ID in Reckon Payroll?

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.