Pay Run keeps reverting to draft even though STP lodged successfully

Bronnie
Bronnie Member Posts: 14 Reckoner Reckoner
in Reckon Payroll
Reckon Payroll Query.docx

Hi,

One of my clients pay runs keeps reverting to draft, even though the STP report has been successfully lodged.

When I first created pay run everything seemed to work fine and it marked it as paid and STP report was sent successfully (I have checked the ATO portal and it is there). I noticed the pay slip had not been emailed so I went back to check and noticed the pay run was marked as draft.

I have marked as paid (successfully) numerous times but when I go back in it has again reverted to draft. Because of this the pay slip email is not sending.

Please help

Best Answer

  • Reeta
    Reeta Reckon Staff Posts: 175 Reckon Staff
    Answer ✓

    Hi @Bronnie ,

    I am glad to hear that the test pay-run has worked without any issues and it also resolved the previous issue.

    If you have any further questions or need assistance, please do not hesitate to reach out.

    Happy to assist.

    Kind regards,

    Reeta

Answers

  • Reeta
    Reeta Reckon Staff Posts: 175 Reckon Staff

    Hi @Bronnie ,

    Thank you for sharing the details and sorry to hear that you are having issue with Pay-run.

    To troubleshoot the issue, could you please let me know the following?

    • Are there any changes or edit being made to the pay-run by reverting it to draft at any instance?
    • Does the " Draft" status reverts immediately, or does this occur after a specific action ( such as refreshing page, logging out of Reckon payroll or some notification appears and then the Pay-run converts to draft)
    • Have you tried creating a new test pay-run to check whether the issue also occurs for that new test pay-run as well ?

    If you could let me know, that would be great for identifying the cause of the issue you are having and finding a solution.

    Kind regards,

    Reeta

  • Bronnie
    Bronnie Member Posts: 14 Reckoner Reckoner

    Hi Reeta,

    I just created a test pay run which worked perfectly. It also seemed to fix the previous pay run issue I was having. It is now correctly displaying as 'done' instead of draft.

    Thanks for your help.

    Bronnie

  • StephenLi
    StephenLi Member Posts: 10 Novice Member Novice Member

    My last week's pay run also had the same issue of being reverted to draft in Reckon Payroll after marking as Paid. It happened after the pay run was successfully created and was marked as Paid, I logged out and came back later on to send out the pay slips but then it reverted to Draft and the pay slips were failed to be emailed. Called 1300 help line but was not able to get it resolved straight away and was told it had to be escalated to the next level, but heard nothing after that.

    The next morning I logged in again to mark the pay run as Paid, this time it did not revert to draft and the pay slips were able to be sent out. Yet, logged in earlier this afternoon to create a new pay run for this week, the old pay run of last week then became draft again, how frustrating! As Bronnie pointed out above, it happens even though STP was successfully lodged. Just hope Reckon's technical support team can help fixing it before it becomes a serious issue.

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