STP error from ATO - An unexpected error occurred. Please try again

ShelleyG
ShelleyG Member Posts: 57 Reckoner Reckoner
edited August 29 in Accounts Hosted

Hi Brain Trusts

has anyone received this error message for the ATO when submitting the STP? Its not being very helpful. I have checked new employees and a new payroll item for set up.

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Answers

  • klaura
    klaura Reckon Staff Posts: 438 Reckon Staff Reckon Staff

    Hi @ShelleyG,

    When was this submission made? Can you try to submit to it again to see if it works this time?

    Best regards,

    Karren

  • ShelleyG
    ShelleyG Member Posts: 57 Reckoner Reckoner
    edited August 29

    Hi Karren

    re created and relodged 4 times and still not working.😔

    Usually I can work out what employee it is by the codes but as there are no codes to the error it is making life very difficult.

  • ShelleyG
    ShelleyG Member Posts: 57 Reckoner Reckoner

    As far as I am aware there was 1 new employee, who has an ' in his name. Is this an allowable character?

  • klaura
    klaura Reckon Staff Posts: 438 Reckon Staff Reckon Staff

    Hi @ShelleyG ,

    When was your most recent successful submission to the ATO? Additionally, is there a new employee included in this pay run, or perhaps a new pay item?

    Best regards,

    Karren

  • klaura
    klaura Reckon Staff Posts: 438 Reckon Staff Reckon Staff

    Could you please try removing the apostrophe (’) from the employee's name and then resubmit?

  • ShelleyG
    ShelleyG Member Posts: 57 Reckoner Reckoner

    Hi Karren

    last successfull lodgement was on the 14.08.25

    Yes there was 1 new employee and 1 new payroll item. I have check both the setup. the new employee does have a ' in his name. However I would expect there to be codes in the error message to say this isnt acceptable character.

  • KelseyAWMA
    KelseyAWMA Member Posts: 11 Reckoner Reckoner

    Yes, we are having the same issue! I have been trying since Wednesday.

  • ShelleyG
    ShelleyG Member Posts: 57 Reckoner Reckoner

    Wouldnt taking out the ' set up an incorrect profile at the ATO?

  • klaura
    klaura Reckon Staff Posts: 438 Reckon Staff Reckon Staff

    Hi @ShelleyG,

    At the moment, there doesn't appear to be any system maintenance ongoing with ATO. However, since we do not have specific details, we will need to review any changes made since the last successful submission in order to identify the potential causes of the issues.

    Best regards,

    Karren

  • klaura
    klaura Reckon Staff Posts: 438 Reckon Staff Reckon Staff

    Hi @KelseyAWMA ,

    Are you also getting this same error message?

    image.png

    Best regards,

    Karren

  • KelseyAWMA
    KelseyAWMA Member Posts: 11 Reckoner Reckoner

    Hi, yes, exactly the same. And I have been on the phone to Reckon numerous times. We have tried many different things, and our accountant has also tried to lodge with no luck.

    Reckon.png
  • KelseyAWMA
    KelseyAWMA Member Posts: 11 Reckoner Reckoner

    We have tried to lodge 15 times since Wednesday, resulting in this same error.

  • klaura
    klaura Reckon Staff Posts: 438 Reckon Staff Reckon Staff

    Hi @KelseyAWMA and @ShelleyG,

    I am sorry you have to go through that.

    I will further investigate this matter and provide an update shortly.

    Thank you.

    Best regards,

    Karren

  • KelseyAWMA
    KelseyAWMA Member Posts: 11 Reckoner Reckoner

    Hello @klaura - Do you have a time frame for this investigation? We urgently need to lodge this STP this morning.

  • klaura
    klaura Reckon Staff Posts: 438 Reckon Staff Reckon Staff

    Hi Folks,

    I will escalate this matter to the development team. Although I do not have an estimated timeframe at the moment, I will provide you with an update as soon as I receive any new information.

    Additionally, I have sent you a private message to gather further details.

    Bes regards,

    Karren

  • Kris_Williams
    Kris_Williams Member Posts: 4,184 Reckon Hall of Famer Reckon Hall of Famer

    I would blame the ATO and wait a day or 2 if you have checked everything at your end. Sometimes I can’t even login to the business portal. Whilst lodging STP should be done weekly sometimes that just can’t happen for various reasons, it will throw out the prefill figures on the BAS or IAS, but they can be overwritten.

  • ShelleyG
    ShelleyG Member Posts: 57 Reckoner Reckoner

    @Kris_Williams

    Has been a week between submissions and no luck with solving the error

  • Kris_Williams
    Kris_Williams Member Posts: 4,184 Reckon Hall of Famer Reckon Hall of Famer

    oh ok I understand your frustrations, hope it’s sorted soon

  • Eric Murphy
    Eric Murphy Member Posts: 413 Reckon Hall of Famer Reckon Hall of Famer

    Maybe check with the ATO on whether any of these submissions actually did go through. Sometimes I've noticed they do even though they say it hasn't.

  • KelseyAWMA
    KelseyAWMA Member Posts: 11 Reckoner Reckoner

    We have checked and it definitely hasn't unfortunately.

    We have also tried to call the ATO for assistance, but they refer you to their online assistant - they don't take phone calls.

  • Acctd4
    Acctd4 Accredited Partner Posts: 4,115 Reckon Accounts Hosted Elite Expert Reckon Accounts Hosted Expert

    This error appears to be related to the payroll data configuration/format (although it does normally give some idea as to the specific issue(s) so you know where to look ! 🤦‍♀️)

    Consider what's occurred since your last successful submission - I suspect it will be related to a new Payroll Item / Employee (or change(s) to an existing one) or editing of Company Information.

    Shaz Hughes Dip(Fin) ACQ NSW, MICB

    *** Reckon Accredited Partner (AP) Bookkeeper - specialising EXCLUSIVELY in Reckon Accounts / Hosted ! *** Bookkeeping & 1-on-1 customised software Training/Troubleshooting ***

    * Regd BAS Agent (No: 92314 015)* ICB-Certified Bookkeeper* Snr Seasonal Tax Consultant since 2003 *

    Accounted 4 Bookkeeping Services

    Ballajura, WA

    shaz@accounted4.com.au

    https://accounted4.com.au

    (NB: Please give my post a Like or mark as Accepted Answer if I have been able to resolve your query as this helps others when seeking solutions!)
  • ShelleyG
    ShelleyG Member Posts: 57 Reckoner Reckoner

    I found this on the ATO community chat. It looks like apostrophes are acceptable for STP lodgments.

    It's important to distinguish between:

    1. Characters permitted in the product field. Yes, apostrophe is of course acceptable
    2. Characters permitted to be included in the surname field in the pay event report. Note: ATO absolutely does accept apostrophe for STP/STP2. Characters they accept: 0-9 a-z A-Z . , ? ( ) { } : ; ' | - _ = \ / @ # $ % & " as per the technical document defining field requirements (PAYEVNTEMP.[Removed by moderator] MST)
  • Acctd4
    Acctd4 Accredited Partner Posts: 4,115 Reckon Accounts Hosted Elite Expert Reckon Accounts Hosted Expert

    @ShelleyG I would never rely on any “advice“ on the ATO Community forum as the moderators/staff on there are just admin (eg not qualified in accounting/payroll/tax) 😳

    Having said that, some of that info is accurate … But contextual.

    Yes, the ATO does accept other non-alphanumeric characters … providing they are the relevant format for that label!

    For instance - An apostrophe in a name field is fine (some people do have a name that contains an apostrophe) …

    BUT … it would generate an error if it’s in a phone number field, as apostrophes are not typical phone number format 😬

    Shaz Hughes Dip(Fin) ACQ NSW, MICB

    *** Reckon Accredited Partner (AP) Bookkeeper - specialising EXCLUSIVELY in Reckon Accounts / Hosted ! *** Bookkeeping & 1-on-1 customised software Training/Troubleshooting ***

    * Regd BAS Agent (No: 92314 015)* ICB-Certified Bookkeeper* Snr Seasonal Tax Consultant since 2003 *

    Accounted 4 Bookkeeping Services

    Ballajura, WA

    shaz@accounted4.com.au

    https://accounted4.com.au

    (NB: Please give my post a Like or mark as Accepted Answer if I have been able to resolve your query as this helps others when seeking solutions!)
  • KelseyAWMA
    KelseyAWMA Member Posts: 11 Reckoner Reckoner

    @Acctd4 @ShelleyG We had a new employee for the week - we removed them from the file and it still wouldn't lodge. We changed the branch number in our company information as directed to by Reckon Support, and it still did not lodge. I have just tried AGAIN, and it still isn't working.

    We need this lodged by Monday before we can start processing for our next pay week :(

  • Acctd4
    Acctd4 Accredited Partner Posts: 4,115 Reckon Accounts Hosted Elite Expert Reckon Accounts Hosted Expert
    edited August 30

    @KelseyAWMA I'm happy to take a look via a quick remote session if you need ? 😊

    (Just an FYI … you don't need to submit the last STP file before you can process the next pay run. STP doesn't specifically report each pay run's figures - Instead, it just updates all YTD balances each submission. Therefore, when you eventually submit your next STP file, it will automatically contain - & report - all pay amounts YTD, as at that point 😊)

    Shaz Hughes Dip(Fin) ACQ NSW, MICB

    *** Reckon Accredited Partner (AP) Bookkeeper - specialising EXCLUSIVELY in Reckon Accounts / Hosted ! *** Bookkeeping & 1-on-1 customised software Training/Troubleshooting ***

    * Regd BAS Agent (No: 92314 015)* ICB-Certified Bookkeeper* Snr Seasonal Tax Consultant since 2003 *

    Accounted 4 Bookkeeping Services

    Ballajura, WA

    shaz@accounted4.com.au

    https://accounted4.com.au

    (NB: Please give my post a Like or mark as Accepted Answer if I have been able to resolve your query as this helps others when seeking solutions!)
  • Simone_9171542
    Simone_9171542 Member Posts: 42 Reckoner Reckoner

    Hello,

    This is also happening to us - on BOTH company files.
    "An unexpected error occurred. Please try again. Contact Reckon support if the problem remains"
    I have uploaded each company 3 times since last wednesday anticipating it was an internal error but all three times on BOTH companies it has come up with this error. I have check all new employees and they are all correct….what is the solution here, as this does not seem like an isolated issue…

  • Kris_Williams
    Kris_Williams Member Posts: 4,184 Reckon Hall of Famer Reckon Hall of Famer

    When did you last manage to lodge STP successfully? Have you looked for any odd symbols, like dashes or apostrophes in the company name details or new employees. Sometimes a typo in a postcode can cause a problem as well.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,657 Reckon Community Manager Community Manager
    https://community.reckon.com/discussion/comment/20658195#Comment_20658195

    Hi @Simone_9171542

    Did these particular submissions for both your company files include new employees who have not been part of previous successful submissions?

  • KelseyAWMA
    KelseyAWMA Member Posts: 11 Reckoner Reckoner
    edited August 31

    @Simone_9171542 @Rav
    We have now tried 25 times. We removed the new employee, amongst a lot of other tests, and still nothing. We have sent our json file to Reckon last week, and still haven't heard back. I have called numerous times as well. Really hoping this is resolved soon. There is at least 4 cases now noted above of it happening.

  • gcamm
    gcamm Member Posts: 10 Reckoner Reckoner

    We are also having the same issue. Our last 2 pay runs have the same error message.

    "An unexpected error occurred. Please try again. Contact Reckon support if the problem remains"

  • Kris_Williams
    Kris_Williams Member Posts: 4,184 Reckon Hall of Famer Reckon Hall of Famer

    I successfully lodged one yesterday and this morning without any issues

  • KelseyAWMA
    KelseyAWMA Member Posts: 11 Reckoner Reckoner
    edited September 1

    @Kris_Williams - Did you have any issues though previously like us?

  • Kris_Williams
    Kris_Williams Member Posts: 4,184 Reckon Hall of Famer Reckon Hall of Famer

    No, normal way - export file, save, portal opens automatically and upload. And I just checked it has been processed

  • ShelleyG
    ShelleyG Member Posts: 57 Reckoner Reckoner

    I have successfully lodged STP's for the other 2 companies I mange. I verified date and rebuilt 3 times over weekend then tried again to lodge for the company having issues, but still no success.

  • KelseyAWMA
    KelseyAWMA Member Posts: 11 Reckoner Reckoner

    @gcamm @ShelleyG @Simone_9171542

    Have you called Reckon Support? We have called again this morning but no action.

  • Kris_Williams
    Kris_Williams Member Posts: 4,184 Reckon Hall of Famer Reckon Hall of Famer

    Have you tried downloading the STP file to the computer and then lodging it via a browser at portal.reckon.com

  • gcamm
    gcamm Member Posts: 10 Reckoner Reckoner
    https://community.reckon.com/discussion/comment/20658210#Comment_20658210

    Yes i have, doesn't change anything unfortunately

  • KelseyAWMA
    KelseyAWMA Member Posts: 11 Reckoner Reckoner

    @Kris_Williams Yes we have. Still have the same error.

  • Rav
    Rav Administrator, Reckon Staff Posts: 14,657 Reckon Community Manager Community Manager

    @ShelleyG @gcamm @KelseyAWMA

    Quick question, when you send your submission, does this error message appear immediately after sending OR does it go into Pending status for a while and then return that message shortly after?

  • KelseyAWMA
    KelseyAWMA Member Posts: 11 Reckoner Reckoner

    @Rav Ours goes to pending for a little while and then the error.

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