Single Touch Payroll still pending

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  • Question
  • Updated 2 weeks ago
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I submitted an STP file to ATO via Reckon GovConnect on 15 September, however, the status is still stuck as 'pending' almost 2 weeks later.
Should I...
1. Contact ATO?
2. Re-submit the STP file?
3. Sit tight and wait for status to update?

Thx :-)
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Belinda

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  • fine

Posted 3 weeks ago

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Cathi P

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Hi Belinda,

Sorry no real solution to offer for you, just chiming in to say I have the same issue. I'm guessing you meant 15th October, and I have that pay-run and the next on the 22nd October still sitting as pending. I can see both of them showing in the ATO business portal, so it appears the status is incorrect in the Reckon portal.

Perhaps you could also look at where you may be able to verify the submissions outside of Reckon's portal? In saying that, there is nothing in the ATO bp that shows a status, and their submission ID does not appear to relate to the ATO receipt number shown in Reckon portal, so I can't see if it is still pending within the ATO.

It would seem ridiculous for it to take multiple weeks to process something that we must submit on the day of the pay-run or else (potentially) face penalties. Hopefully Reckon can clear this up soon.

Edit: After clicking the detail field for the 22nd Oct, and seeing it with a status of "Success", this one has now updated in the Home screen. The 15th Oct still shows as pending on both detail and home screens.
(Edited)
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Belinda

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Oops yes sorry, I did mean 15th October 2018.  Interesting that your STP for the same date is still showing as pending as well.  Maybe there was a glitch in the system on this day?!

Yes I also found that the status did not update unless you physically went in to check on the transmission.

Thanks for your feedback.  Glad to know I'm not in my own boat :-)
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Rav, Community Manager

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NEW STATUS NAMES IN THE SUMMARY LIST
The status message on the pay event summary list page of Reckon GovConnect STP has been updated to reflect the relevant ATO status for the pay event. 
There are three statuses - 
  • Pending means that the status has not been checked and you need to open the detail page to get the updated ATO status. If the status remains pending on the detail page it means the ATO is still processing the pay event.
  • Error will appear if the transaction has been rejected by the ATO
  • Success will appear when the transaction is successful.

PLEASE NOTE: In order to see the most recent update from the ATO for a pay event you must open the pay event by clicking the 'Detail' link. Please note, the status on the list screen is not dynamic ie. it will not change in real time. You need to click into the pay event itself to view the most recent status from the ATO. The list screen will then update to reflect one of the 3 status results above.




ADDITIONAL INFORMATION ON PAY EVENT DETAIL PAGE
The status bar in the pay event detail page has also been updated with new information.

The status bar will now display the name of the submitter who sent the pay event, the name of the agent if an agent was involved in the submission, as well as the ATO receipt number. 
Reckon and/or the ATO may request the ATO receipt number if you call us for support.

Important! ATO receipt numbers should never be divulged publicly as they are directly linked to your business and payroll records with the ATO (the example shown here is from a development environment).
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Libby

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Hi Belinda,
I too have the same problem as you and Cathi P.
 Both 15th Oct & 22nd Oct pays are still pending after clicking on the detail buttons.
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Donna

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I also have this problem - Both 17th Oct and 24th Oct are still pending.  When I click on the detail button there is no reason or error message.  The ones before this date we a Success Status quite quickly once lodged - it has never taken this long before.  Any answers yet??

Thanks
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Felicity Van

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My file from 18 October 2018 is still pending, however, the later ones are all "success".  From what I know, if the later files include the same employees as the ones as pending, then all is ok as the ATO have the latest Year to Date figures (if that makes any sense).

I just wish that Reckon would then fix the issues so that Pending files were then cleared.
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Rav, Community Manager

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We're not able to remove any submissions in any status other than Draft. All submissions regardless of their status (apart from Draft) are required by the ATO for auditing and data integrity purposes.

What we have been advised is, if the ATO SBR2 service experience an issue or are down either due to an outage or maintenance, submissions are not accepted on the ATO end which is why you may notice older submissions still in 'Pending' whereas newer submissions show 'Success'.
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Felicity Van

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I don't mean to remove the submissions, but a status update rather than pending would be good.  
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Mark

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Hi guys,

I had the same problem for the submission week ending 18th October.  It has been showing as pending for weeks whereas all subsequent submissions have been successful.

I just uploaded a full file replacement for that week (18/10/10) and the new submission now shows as "Success".  The old submission is still there and shows as pending though.

Maybe there was something wrong at the ATO that week as all comments above seem to be around that time?

In any case, all I can suggest is uploading a full file replacement for that week.

Cheers,
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Rav, Community Manager

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Mark -
A little curious, did you choose the Full File Replacement option OR did you submit the same export file again? 

The reason I ask is, the ATO will accept a Full File Replacement for the last submitted pay event only and you must select Full File Replacement as the submission method.
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Mark

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Hi Rav.  I did a full file replacement.  It seemed to have worked.  Please refer to the screen capture below:

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Sari

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I too have had the same problem but have identified the following cause and a work around:
The ATO confirmation is not automatically forcing the Reckon line to update to SUCCESS
If you click on details, you will then refresh the record to update the ATO confirmation, and you should then have a SUCCESS reading.
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Mark

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Thanks.  Yes, I tried that work around many times over the last few weeks with zero success.  Had to resort to a full file replacement which was the only thing that worked.
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Sari

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Mark, are you getting a sucessful line on the ATO Business portal? If so that's all you really need.
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Rav, Community Manager

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Hi guys,

The list page will not update the status in real time, as you've both described after clicking the 'Detail' link the status will update depending on the returned ATO result. Check out my post earlier in this thread for more info on the status messages.

As Mark has mentioned, if there are issues/outages/maintenance with the ATO's SBR2 service, submissions are not accepted on the ATO end which is why you may notice older submissions still in 'Pending' whereas newer submissions show 'Success'.

As Single Touch Payroll is reporting on a YTD basis, subsequent submissions will have updated your figures.
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Sari

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Thanks Rav, I am having no issues now, and the ATO portal has my correct line - even my Reckon page updates now for what I have entered today.