One Touch Payroll

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  • Problem
  • Updated 2 weeks ago
  • Not a Problem
Hi - When i do one touch payroll - it often showing its pending & when I go into details it should then show success - a lot of the time it doesn't - anyway to get this fixed
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Vicki Jonas

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Posted 2 weeks ago

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Rav, Community Manager

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Hi Vicki,
Does the pay event remain in Pending status or are you receiving some kind of error message on the ones that don't show Success?

Usually if a Pay Event remains in Pending status for an extended period of time, a likely cause is because there was an issue or outage with the ATO's SBR2 service at the time of the lodgement.

How many pay events would you say this is affecting for you?
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Vicki Jonas

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The pending status remains & there is no error. 

If it was an issue or outage with the ATO's would it not been submitted at all.  Mine are still being submitted just does not show on Reckons that it was a success. This has happened on two of them now & they are both still showing pending even though ATO has received them.


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megan

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I have had this happen to one of mine recently - and a couple have also shown up as an error and it told me to contact the ATO when I did they really couldn't explain the error and kept saying if the next pay cycle comes up as a success then they really don't care because the YTD totals are correct. I get totally confused on how the ATO can't see the error that they send to Reckon or vise versa.

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Rav, Community Manager

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What is the ATO error status being returned?
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megan

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"An unexpected error occurred, please contact the ATO" and last weeks was Än unhandled error occurred within the Core services, record the details and message the contact agency service"
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Vicki Jonas

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I am not getting an error message - it only says pending & won't change to success even though ATO has received it.
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Wilma van Eyk

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I have the same issues.  Some days it is successful after I open it up a week later then it goes from pending to successful or error.  There is no error message when I click on the here button.
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Vicki Jonas

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When I speak to Reckons they say its a ATO fault & when I speak to ATO they say its a Reckons fault. It is very annoying that Reckons do not seem to be able to fix the problem.
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Rav, Community Manager

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Vicki Jones
Hi Vicki,
Can you let me know how you've confirmed that the ATO has received these pay events?

Also, what is your ABN and the exact date of the pay events you're referencing?

Wilma van Eyk
The list page will not change status unless you click on the 'Detail' link in the pay event itself and view the ATO's response message. If the pay event is rejected with an error, the specific error message is viewable within the pay event itself by clicking 'Detail'.
There's more info here on the submission status messages and how they work/update - Check your submission status! Single Touch Payroll
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Vicki Jonas

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Rav - Yes the ATO has received these pay events. My ABN is 84093786004 & dates are the 16.10.2018 - I think this was due to a update you guys did & the other is was on the 19.02.2019. There was NO error message & when I hit "Detail" it doesn't change it from pending to success
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Vicki Jonas

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Wilma van Eyk, I have tried hitting the "Detail" link in the pay event but it doesn't change from pending to success - the other weeks it did but not for two weeks. The ATO has received them & I don't get an error message. Its weird.
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Rav, Community Manager

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Vicki,
Can you let me know HOW you've confirmed the ATO has received the pay events in question.
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Vicki Jonas

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Rav - I phoned the ATO to confirm that they had received the pay events which they had. I was told recently that I could also confirm by ATO portal which I did not know until Reckons informed me but I shouldn't have to do that if the one touch payroll is working correctly.
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Rav, Community Manager

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Great stuff, the ATO would have provided you an ATO receipt number for those pay events if they received them on your phone call. Let me know what they are please, flick it through to me at community@reckon.com (do not post publicly).
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Vicki Jonas

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No they didn't give me a ATO receipt number - I asked if they had received them & they said yes
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Vicki Jonas

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May I ask why are you asking all this - all that needs doing the Reckons Hosting one touch payroll to be fixed