Errors in by Touch Payroll

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Jo Kilpatrick Menzel
Jo Kilpatrick Menzel Member Posts: 5 ✭
edited June 2020 in Reckon Accounts (Desktop)
My SIngle touch payroll submissions for the last 3 weeks have come back in error. We have had one new employee I have checked and have had others check his details to make sure its all Ok and have even deleted his details and added them again, to no avail any other suggestions would be great.

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  • Rav
    Rav Administrator, Reckon Staff Posts: 15,391 Community Manager Community Manager
    edited April 2019
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    Hi Jo,
    What is the error message being returned for these pay events?
    Go into one of the individual pay events by clicking 'Detail' and the ATO message will be at the top of the page.
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  • Helen Stewart
    Helen Stewart Member Posts: 12 ✭
    edited April 2019
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    I Have had the same problem now for months, the error I get is that a character should be A-Z a-z 0-9  all the different characters are listed. I have been on the ph to reckon many times and they have gone through the details for each employee and have not been able to find anything, the only time it is success is when I submit a payroll for only a couple of employees who are paid monthly, this seemed to start after a new employee was added and since then I have added at least another 4 employees.
  • Adrian_6974554
    Adrian_6974554 Member Posts: 191 ✭✭
    edited April 2019
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    Hello Jo and Helen

    Have you checked that you have given the employee a number?

    Adrian
  • Linda ABC
    Linda ABC Accredited Partner Posts: 1,131 Accredited Partner Accredited Partner
    edited June 2020
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    Hi Jo - have you opened the .json file with notepad and looked at the data contained therein, to see if it is more evident where the problem lies?
  • Jo Kilpatrick Menzel
    Jo Kilpatrick Menzel Member Posts: 5 ✭
    edited April 2019
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    Same. I’ve even had them remotely go through every employee. It’s frustrating
  • Jo Kilpatrick Menzel
    Jo Kilpatrick Menzel Member Posts: 5 ✭
    edited April 2019
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    Yep they all have numbers and none are doubled up
  • Jo Kilpatrick Menzel
    Jo Kilpatrick Menzel Member Posts: 5 ✭
    edited April 2019
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    Nope will give that a go thanks
  • Jo Kilpatrick Menzel
    Jo Kilpatrick Menzel Member Posts: 5 ✭
    edited April 2019
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    image
  • Helen Stewart
    Helen Stewart Member Posts: 12 ✭
    edited April 2019
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    I had someone from reckon do that but they couldn't find anything
  • Rav
    Rav Administrator, Reckon Staff Posts: 15,391 Community Manager Community Manager
    edited April 2019
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    Hi Helen,
    Those error messages suggest there are invalid characters listed within the .json file. Have you checked each employee for invalid characters in their record in the accounting software?

    When you spoke to our support team, did they validate your .json file?
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  • Helen Stewart
    Helen Stewart Member Posts: 12 ✭
    edited April 2019
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    yes they did and couldn't find anything

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