Single Touch Payroll still pending

BelindaBelinda Member Posts: 37
edited July 22 in Payroll Premier
I submitted an STP file to ATO via Reckon GovConnect on 15 September, however, the status is still stuck as 'pending' almost 2 weeks later.
Should I...
1. Contact ATO?
2. Re-submit the STP file?
3. Sit tight and wait for status to update?

Thx :-)

Comments

  • Cathi PCathi P Member Posts: 23
    edited July 2019
    Hi Belinda,

    Sorry no real solution to offer for you, just chiming in to say I have the same issue. I'm guessing you meant 15th October, and I have that pay-run and the next on the 22nd October still sitting as pending. I can see both of them showing in the ATO business portal, so it appears the status is incorrect in the Reckon portal.

    Perhaps you could also look at where you may be able to verify the submissions outside of Reckon's portal? In saying that, there is nothing in the ATO bp that shows a status, and their submission ID does not appear to relate to the ATO receipt number shown in Reckon portal, so I can't see if it is still pending within the ATO.

    It would seem ridiculous for it to take multiple weeks to process something that we must submit on the day of the pay-run or else (potentially) face penalties. Hopefully Reckon can clear this up soon.

    Edit: After clicking the detail field for the 22nd Oct, and seeing it with a status of "Success", this one has now updated in the Home screen. The 15th Oct still shows as pending on both detail and home screens.
  • BelindaBelinda Member Posts: 37
    edited April 2019
    Oops yes sorry, I did mean 15th October 2018.  Interesting that your STP for the same date is still showing as pending as well.  Maybe there was a glitch in the system on this day?!

    Yes I also found that the status did not update unless you physically went in to check on the transmission.

    Thanks for your feedback.  Glad to know I'm not in my own boat :-)
  • RavRav Administrator Posts: 11,111 Administrator
    edited October 2018
    NEW STATUS NAMES IN THE SUMMARY LIST
    The status message on the pay event summary list page of Reckon GovConnect STP has been updated to reflect the relevant ATO status for the pay event. 
    There are three statuses - 
    • Pending means that the status has not been checked and you need to open the detail page to get the updated ATO status. If the status remains pending on the detail page it means the ATO is still processing the pay event.
    • Error will appear if the transaction has been rejected by the ATO
    • Success will appear when the transaction is successful.

    PLEASE NOTE: In order to see the most recent update from the ATO for a pay event you must open the pay event by clicking the 'Detail' link. Please note, the status on the list screen is not dynamic ie. it will not change in real time. You need to click into the pay event itself to view the most recent status from the ATO. The list screen will then update to reflect one of the 3 status results above.




    ADDITIONAL INFORMATION ON PAY EVENT DETAIL PAGE
    The status bar in the pay event detail page has also been updated with new information.

    The status bar will now display the name of the submitter who sent the pay event, the name of the agent if an agent was involved in the submission, as well as the ATO receipt number. 
    Reckon and/or the ATO may request the ATO receipt number if you call us for support.

    Important! ATO receipt numbers should never be divulged publicly as they are directly linked to your business and payroll records with the ATO (the example shown here is from a development environment).
  • LibbyLibby Member Posts: 37
    edited July 22

    Hi Belinda,
    I too have the same problem as you and Cathi P.
     Both 15th Oct & 22nd Oct pays are still pending after clicking on the detail buttons.
  • DonnaDonna Member Posts: 3
    edited October 2018
    I also have this problem - Both 17th Oct and 24th Oct are still pending.  When I click on the detail button there is no reason or error message.  The ones before this date we a Success Status quite quickly once lodged - it has never taken this long before.  Any answers yet??

    Thanks
  • Felicity VanFelicity Van Member Posts: 85
    edited October 2018
    My file from 18 October 2018 is still pending, however, the later ones are all "success".  From what I know, if the later files include the same employees as the ones as pending, then all is ok as the ATO have the latest Year to Date figures (if that makes any sense).

    I just wish that Reckon would then fix the issues so that Pending files were then cleared.
  • RavRav Administrator Posts: 11,111 Administrator
    edited October 2018
    We're not able to remove any submissions in any status other than Draft. All submissions regardless of their status (apart from Draft) are required by the ATO for auditing and data integrity purposes.

    What we have been advised is, if the ATO SBR2 service experience an issue or are down either due to an outage or maintenance, submissions are not accepted on the ATO end which is why you may notice older submissions still in 'Pending' whereas newer submissions show 'Success'.
  • Felicity VanFelicity Van Member Posts: 85
    edited November 2018
    I don't mean to remove the submissions, but a status update rather than pending would be good.  
  • MarkMark Member Posts: 37
    edited May 2019
    Hi guys,

    I had the same problem for the submission week ending 18th October.  It has been showing as pending for weeks whereas all subsequent submissions have been successful.

    I just uploaded a full file replacement for that week (18/10/10) and the new submission now shows as "Success".  The old submission is still there and shows as pending though.

    Maybe there was something wrong at the ATO that week as all comments above seem to be around that time?

    In any case, all I can suggest is uploading a full file replacement for that week.

    Cheers,
  • SariSari Member Posts: 22
    edited November 2018
    I too have had the same problem but have identified the following cause and a work around:
    The ATO confirmation is not automatically forcing the Reckon line to update to SUCCESS
    If you click on details, you will then refresh the record to update the ATO confirmation, and you should then have a SUCCESS reading.
  • MarkMark Member Posts: 37
    edited November 2018
    Thanks.  Yes, I tried that work around many times over the last few weeks with zero success.  Had to resort to a full file replacement which was the only thing that worked.
  • SariSari Member Posts: 22
    edited November 2018
    Mark, are you getting a sucessful line on the ATO Business portal? If so that's all you really need.
  • RavRav Administrator Posts: 11,111 Administrator
    edited November 2018
    Hi guys,

    The list page will not update the status in real time, as you've both described after clicking the 'Detail' link the status will update depending on the returned ATO result. Check out my post earlier in this thread for more info on the status messages.

    As Mark has mentioned, if there are issues/outages/maintenance with the ATO's SBR2 service, submissions are not accepted on the ATO end which is why you may notice older submissions still in 'Pending' whereas newer submissions show 'Success'.

    As Single Touch Payroll is reporting on a YTD basis, subsequent submissions will have updated your figures.
  • SariSari Member Posts: 22
    edited November 2018
    Thanks Rav, I am having no issues now, and the ATO portal has my correct line - even my Reckon page updates now for what I have entered today.?
  • RavRav Administrator Posts: 11,111 Administrator
    edited November 2018
    Mark -
    A little curious, did you choose the Full File Replacement option OR did you submit the same export file again? 

    The reason I ask is, the ATO will accept a Full File Replacement for the last submitted pay event only and you must select Full File Replacement as the submission method.
  • MarkMark Member Posts: 37
    edited November 2018
    Hi Rav.  I did a full file replacement.  It seemed to have worked.  Please refer to the screen capture below:

    image
  • MariaMaria Member Posts: 4
    edited February 2019

    Hi,

    I too have had this problem for this week in October.  A suggestion was made to do a full file replacement but Reckon does not give me the option of going back to October payrun.  Earliest one I can access is Jan 2019.

    How can I access earlier one and replace the payrun with ATO?

    Help please.

    Maria

  • ERINERIN Member Posts: 28
    edited April 2019
    I have had the same issue and have noticed that when you go into the detail tab it shows success, if you go out to the list page it then updates the status, why do we have to go into the detail page to update it?, shouldnt it update it on the list page for us? i know you mention it doesnt do it in real time but surely it should update it between payruns if we are going back into the portal weekly? seems a little odd that we have to go into each payruns detail tab to have the status updated in the list screen !  
  • Carly SockettCarly Sockett Member Posts: 6
    edited April 2019
    Hello,

    I lodge STP reports for two different company profiles and both that were submitted on October 12th, 2018 and October 19th, 2018 are still pending.  I have clicked on the "Details" tab every week since lodging these and they have yet to update to a successful status.  Should I try doing a replacement files?

    Any advice is greatly appreciated!

    thanks!

    Carly
  • SariSari Member Posts: 22
    edited April 2019
    Are these files listed on the ATO portal - that's the one that matters! Although I can understand you wanting them on the Reckon portal as well. Just make sure they made it to the ATO!

  • Carly SockettCarly Sockett Member Posts: 6
    edited April 2019
    Hi Sari,

    They are on the ATO portal - thanks for your help!

    Carly
  • Rhodes Biloela Pty LtdRhodes Biloela Pty Ltd Member Posts: 47
    edited May 2019
    Hi Mark, 

    I have one of these odd Pending ones too still sitting from some time ago. I didn't know until today when I've had a look at this issue that I have to manually check and update the status. 

    Just so I am clear... I have an odd pending from 17 Oct. This employee has been paid every week since and those are all 'Success'. When I open the 'Detail' there is no information like no ATO receipt number etc just that it is 'Pending'. From your experience would you recommend that I do a full file replacement for this one entry? 

    It seems odd that I have a pending still from 17 Oct but the rest are ok.

    Thanks 
    Jayne. 
  • Rhodes Biloela Pty LtdRhodes Biloela Pty Ltd Member Posts: 47
    edited May 2019
    I have a query about the 'Error' code. All of my April lodgements have an error next to them including one from 1 May 19. 

    This is the message: 
    • Either the ATO is down or Reckon SBR is unavailable.
    Should I do a full file replacement for these?
    Should I call the ATO to see if there is some comms error, or is this a Reckon or portal issue where there is a communication break between my lodgements and the ATO receiving/opening them?

    Thank you
    Jayne
  • MarkMark Member Posts: 37
    edited May 2019
    Hi Jayne, I would just do a full file replacement for that week of 17 Oct.  The pending one will still stay there however, so you will end up seeing two lines for the week of 17th Oct.  Cheers.
  • Rhodes Biloela Pty LtdRhodes Biloela Pty Ltd Member Posts: 47
    edited May 2019
    Thanks very much :) I appreciate your assistance. I'll go do that now. have a great day!
    Cheers.
  • NarellePatersonNarellePaterson Member Posts: 61
    edited July 2019
    Yep just go back into detail and.... SUCCESS...who knows why I guess we will learn the quirks as we go along
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