I keep getting a message in Customer Portal - unable to create subscriptin with STP

  • 1
  • Question
  • Updated 1 month ago
  • Answered
I keep getting an error message in the customer portal 'unable to create subscription with STP'
I don't know what I am doing wrong.
Photo of Andrew Goldman

Andrew Goldman

  • 100 Points 100 badge 2x thumb
  • very frustrated

Posted 1 month ago

  • 1
Photo of Rav

Rav, Community Manager

  • 63,284 Points 50k badge 2x thumb
Hi Andrew,

That message means that the ABN is already registered for STP.

Are you logging in to the Reckon Portal with the same login credentials that were used initially?

I noticed you've tagged this thread as Reckon Accounts Hosted so just want to check, are you logging into the Reckon Portal using the same login credentials as what you use to login to Reckon Accounts Hosted or did you create a separate account?
Photo of Rav

Rav, Community Manager

  • 63,284 Points 50k badge 2x thumb
Can you let me know the ABN you're trying to register please?
Photo of Andrew Goldman

Andrew Goldman

  • 100 Points 100 badge 2x thumb
ABN 50626027941
Photo of Rav

Rav, Community Manager

  • 63,284 Points 50k badge 2x thumb
Thanks for that Andrew,
Our STP dev has taken a look and this ABN was registered for GovConnect STP in the Reckon Portal on August 14.

The most common cause we've seen where users receive this message is that they've created a new Reckon Portal account and then try to register a ABN that has already been registered previously by someone else in the business. Its important that you log into the Reckon Portal with that same account in order to be able to access the STP entity.
Photo of Andrew Goldman

Andrew Goldman

  • 100 Points 100 badge 2x thumb
Could you tell me what can be done to find out the login details.
Is it the admin or one of the users?
and who do I contact to find out more details.
Photo of Rav

Rav, Community Manager

  • 63,284 Points 50k badge 2x thumb
Usually it'll be the person(s) responsible for processing pay in the business that has registered the ABN for STP.

In this case, the STP entity/Reckon Portal account looks to be registered under an admin email address. Sorry but I can't disclose it on a public forum such as this but if you give our Support team a buzz they'll be able to assist in more detail after verifying security details.