Single touch payroll error

  • 1
  • Problem
  • Updated 3 months ago
The first time using STP and when I go in to the portal it shows as pending. I then clicked on detail and it comes up with this message.. When I click on the here link nothing happens.  So I don't know what the error is or how I need to fix it.  Any suggestions would be appreciated.
Than youy
Sarah

Photo of Sarah Nation

Sarah Nation

  • 444 Points 250 badge 2x thumb
  • Frustrated

Posted 3 months ago

  • 1
Photo of Kris Williams

Kris Williams

  • 3,448 Points 3k badge 2x thumb
That happened to me in the beginning but I came back to the message next time and the link worked
Photo of John Graetz

John Graetz

  • 24,170 Points 20k badge 2x thumb
No, I don't believe so Sarah, as the lodgement is to the ATO and it is the ATO who determines whether the file is acceptable or not - Reckon has nothing to do with the receipt by the ATO and that is evidenced by other posts on this forum where people get back strange messages which they don't understand.  Whilst Reckon might know the answer, they are not the originators of the messages.
John L G
Photo of Sarah Nation

Sarah Nation

  • 444 Points 250 badge 2x thumb
Oh ok, that makes sense. It would be handy though.
Thanks John
Photo of Steve Stokes

Steve Stokes

  • 512 Points 500 badge 2x thumb
First time I used STP I had a few issues like this. I have seen it a number of times now where the Company Name name in Reckon did not match the name on the ABN record. Once I had both names set the same all went well and I have not had a problem since with STP. See also: https://community.reckon.com/reckon/topics/-invalid-company-information-error-in-govconnect-stp-when-submitting-pay-events-from-reckon-accounts-business-hosted
Photo of Rav

Rav, Community Manager

  • 89,092 Points 50k badge 2x thumb
No, I don't believe so Sarah, as the lodgement is to the ATO and it is the ATO who determines whether the file is acceptable or not - Reckon has nothing to do with the receipt by the ATO and that is evidenced by other posts on this forum where people get back strange messages which they don't understand.  Whilst Reckon might know the answer, they are not the originators of the messages.

This is exactly right but I'll just add a little bit in that we've got a project kicking off that will hopefully make it a bit easier to identify when submissions return an error or success within the Portal. However, this unfortunately won't have any impact on error messages in the sense of what is presented in the response as those are from the ATO. We were considering if we could somehow implement a translator to make the error response jargon a bit more friendly/understandable but we've found these messages change on the fly and in some cases can mean different things.
There is a fair bit of documentation floating around in our KB's and the Community already in regard to the more common errors but we're working up an article which will contain as many of the error messages and their meanings as we've come across and will be periodically updated.
Photo of Rav

Rav, Community Manager

  • 89,092 Points 50k badge 2x thumb
No, I don't believe so Sarah, as the lodgement is to the ATO and it is the ATO who determines whether the file is acceptable or not - Reckon has nothing to do with the receipt by the ATO and that is evidenced by other posts on this forum where people get back strange messages which they don't understand.  Whilst Reckon might know the answer, they are not the originators of the messages.

This is exactly right but I'll just add a little bit in that we've got a project kicking off that will hopefully make it a bit easier to identify when submissions return an error or success within the Portal. However, this unfortunately won't have any impact on error messages in the sense of what is presented in the response as those are from the ATO. We were considering if we could somehow implement a translator to make the error response jargon a bit more friendly/understandable but we've found these messages change on the fly and in some cases can mean different things.
There is a fair bit of documentation floating around in our KB's and the Community already in regard to the more common errors but we're working up an article which will contain as many of the error messages and their meanings as we've come across and will be periodically updated.
Photo of Susan Shaw

Susan Shaw

  • 474 Points 250 badge 2x thumb
The same thing is happening to me.  I've now found that after submitting, log out and then log back in and, re-select detail for a second time creates "Success"
Photo of Sarah Nation

Sarah Nation

  • 444 Points 250 badge 2x thumb
Thank you Susan. I’ll check again when I’m at work again on Monday.
It’s disappointing that we have to do all this for something we have been forced to use. ☹️
Photo of Paul Rapisarda

Paul Rapisarda

  • 60 Points
can you delete an error submission?

Photo of Heather

Heather

  • 298 Points 250 badge 2x thumb
I want to know this too, as it wont let me replace until this one is accepted....
Photo of Len Corbett

Len Corbett

  • 154 Points 100 badge 2x thumb
I am getting the following error. Can anyone shed light? 
Photo of Rav

Rav, Community Manager

  • 88,268 Points 50k badge 2x thumb
Creating new thread

Please reference the new conversation here: Error message from the ATO - Single Touch Payroll