STP pay run issues via app

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  • Updated 2 weeks ago
I am trying to lodge my STP pay run via the app (4 times) but keep getting an error message "Either the ATO is down or reckon SBR is unavailable". I have been doing this since July 19 and I never had trouble before. Is anyone else having this issue??
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Jo Vakis

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Posted 1 month ago

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Kris Williams

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I have had that message over time, and I seem to remember it meant exactly what it said. Have you tried all 4 times within the same period, if so I would just wait till tomorrow
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John Lim

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Yupe, same over here. Might have to try submit again tomorrow.
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Jo Vakis

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Thanks. I have tried 4 times over the day, but wanted to see if it was my issue or others were experiencing the same. Will try again tomorrow
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Rav, Community Manager

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Hi Jo,
This message means there was an issue with the ATO's SBR2 service (which handles STP transmissions) at the time of your submission.

Give it another go today if you haven't already. 
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Jo Vakis

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All good - I was able to submit it today. Thanks
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Mirabelle

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Hi Jo, can you please tell me how you resubmitted the Pay Run in question. I only had two options “adjustment pay run” or “I’ll do it later”
(Edited)
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Rav, Community Manager

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Hi Mirabelle,
You will need to create the payrun again from the app and send through.
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Mirabelle

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Thanks Rav !
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Olga Barnes

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Hi Jo, I have had exactly the same problem. I resubmitted numerous pay events because of the declined and resubmit message. I recently logged on to my business portal with the ATO and now find that some of these transactions were actually accepted by the ATO. Now I have the problem that the YTD figures at the ATO for the employees are way over the  correct  amounts. The ATO will not deduct the duplicated pay events. I've spent at least two hours on the phone with the ATO over three occasions and still not sorted out. Good luck. Graham
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Jo Vakis

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I just checked my lodgement via the portal and it appears OK. Hopefully you will get yours sorted out soon :)
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Jo Vakis

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Hi Olga. The app appears OK but when I logged into my myGov account the YTD is totally wrong! Were you able to fix yours? Thanks

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Robyn Kelly (Partner), Accredited Partner

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Jo you need to make sure (100% sure) which figures are corrct first before doing anything.  Is it the App Pay Summary, is it MyGov Income Statement or is it another figure.  I suggest you work out manually exactly what the gross, tax & super has been for the whole year first and then report back for a solution.
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Jo Vakis

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Hi Robyn. Thanks for replying. I only started using the app this year and I didn't realise there was a Pay Summary. The Pay Summary reflects the figures in the myGov account which are not correct and do not marry up with the Pay Runs. Also I logged into my BAS Agent portal and the Pay Summary totals don't match the STP reporting to the ATO (the pay run 31/5/20 took 4 tries before it was accepted in the app but is showing in the portal as an updated event with no $$$). I looked at other comments that said try running a negative pay run to clear, but I don't seem to be able to process a negative figure. I know what the correct figures should be. Please help!
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Robyn Kelly (Partner), Accredited Partner

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Hi JO

To enter a negative adjustment

Click the + button on the top right

Click New Adjustment

Enter the pay date (or date processing)

Select the Employees

Create Adjustment

Edit pay details for each employee

Gross – click the .- button

Slide the blue box to the negative (or just click on the minus key on your numeric key pad)

Enter the negative amount in each field

Do this for all items that need a negative (ie Gross, Tax & Super if applicable)

Click Done and Save

Continue to “Declaration
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Jo Vakis

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Thanks Robyn. The 'slide the blue box .... " didn't work on my phone (android???) which is why I was having trouble. Anyway my daughter showed me to press the .- button twice and that worked. So I was able to correct the Pay Summary to the right amounts, just need to check myGov which is down at the moment for maintenance. But I feel confident that it worked so I appreciate your time :) 
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Robyn Kelly (Partner), Accredited Partner

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Good work Jo, thanks for reporting back.