when i add my business ABN to the Reckon Portal GovConnect, it says 'unable to create subscription with stp'. Why is that?

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  • Updated 2 months ago
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Fleur

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Posted 3 months ago

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Rav, Community Manager

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Hi Fleur,
This usually means the ABN is already registered for STP. Perhaps someone in the business has already signed up?

What is the ABN number you're trying to register?
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Fleur

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41090863773
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Rav, Community Manager

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Thanks Fleur, so no one else has registered for STP in the business? 
I'll ask the team to take a look and see if there's anything on our end that is causing that.
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Rav, Community Manager

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Hi Fleur,
This ABN has already been registered for STP under fxxxx@vxxxxxxxxxxs.com.au.
The email address is legitimate I've just inserted x's to mask the email address.
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Fleur

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Ok thanks Rav. If that particular email address account is deleted from the reckon portal, would a different email address then be able to register the same ABN for STP?
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Michelle Bayne

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Hi Rav,
We are having the same issue, our ABN is 59208392078. We have two people in the office that have access to register for STP, (separate MFA'S) but we are both getting the same message "Unable to Create Subscription with STP" when trying to add the business ABN to the GovConnect portal via our own log in details.
Please advise, our payroll was done 3 days ago and still no luck uploading our file to ATO.
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Michael

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we have the same issue
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Michael

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this is the first time we are registering for STP
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Rav, Community Manager

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STP registration is not done on our end in any way as it requires user-level Multi-Factor Authentication (MFA).

The contact name that was listed on that registration is V****n.
I'd suggest having a chat with that person to ask why it was registered.
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Michael

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Rav - I log in under that user name. I am only person who has access. Are you 100% sure there is no bug in your system. If its already been registered how do I access? Can you send me link and support in this situation.

So after nearly 2 hours I have terminated the call with your support and speaking to 4/5 different people. I think its extremely bad customer support/service.
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Michael

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Rav any update please?
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Rav, Community Manager

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Michael,
Which user name are you using to sign into the Reckon Portal?

STP has already been registered for that above ABN by the above contact name in my previous reply. You need to ensure that you're logging into the Reckon Portal using the account credentials set up by that user.
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Rav, Community Manager

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Michael,
Which user name are you using to sign into the Reckon Portal?

STP has already been registered for that above ABN by the above contact name in my previous reply. You need to ensure that you're logging into the Reckon Portal using the account credentials set up by that user.
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Lesley Alexander

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Hello Rav
I am having the same issue as Michael and Fleur. I need some advice how to proceed as well. As far as I know the business ABN hasn't been registered for STP. 
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Rav, Community Manager

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Hi Lesley,
Can you give me the ABN number that you're trying to register
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Lesley Alexander

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92119886734
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Lesley Alexander

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Hi Rav
Could you please check this ABN: 92119886734? 
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Lillian Chen

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Hello Rav, I have the same issue though it was my fault as I incorrectly registered using the Google sign-in though I have a Reckon login.  Can I have the incorrect registration removed?
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Rav, Community Manager

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Hi Lillian,
How far did you go using the account under the Google sign-in?

Did you set up the STP service in full on that account?
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Lillian Chen

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Hi Rav, it seems that the account was fully set up (except for adding credit card details).  When I tried to upload the STP file, an error message appeared to say that the company information was incorrect.  Our ABN is 88788167821.  I would prefer to use the Reckon login though.  Thanks Lillian
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Vivienne Galvin

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We've done exactly the same thing Lillian
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Lillian Chen

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Hi Vivienne, I tried to login again using my Reckon login yesterday after watching their Webinar and was successful!  The main things I learnt from the Webinar about setup was - making sure the case of all letters of the company name in the payroll program were the exactly the same as what Reckon Govconnect STP shows and also having to register the software ID (under Company Adviser and Info) with ATO Access Manager.  Have submitted a file but still error messages though...hope some of this helps
Hi Rav,  I have the same issue.  Our ABN is 63154829188.  Could you have a look please?
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Rav, Community Manager

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Hi CCS,

Your ABN has already been registered under axxxx@cxxxxs.com.au
thats the email that we're using to try log in.
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Trish Thornthwaite

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We have the same issue . ABN 53852792649
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Cara

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Hi, I have the same problem - but I have already registered the business under my log in, so how do I get my collegue to set hers up as she will be my back up when on leave?
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Cara

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I can't find any notes on how to set up mutliple users.  We use Reckon Accounts Desktop - so this is the first time setting up in the Portal.
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Scott

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Hello, having same issue ABN 90 127 794 307, any help appreciated
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Scott

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This problem (relating to Company Information now sorted as per this link, https://community.reckon.com/reckon/topics/-invalid-company-information-error-in-govconnect-stp-when...
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Tash Palmer

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Hi Rav, I had a mess up with the reckon account used to register the company abn under for stp. My issue Isa bit different though as I am happy to use the log in that I put the abn under originally, however the google authenticator for this is no longer on my mobile (so I can't get into my stp/gov connect section of my re kon portal) do you know if reckon can arranfe a new qr code that I can scan?
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Angela Edwards

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Hi Rav we are having the same issue our ABN is 71 729 259 489
I am the only person who set up the reckon portal as we never had this before.  I did use google to sign in intially (prior to stp being on the reckon portal).  However after the 28th June 2018 when payroll premiere was on the reckon portal I have used the reckon sign in and used the google authenticator and am getting the same error report.

I would prefer to use the reckon sign in

Many thanks

Ange
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Monique

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Hi Rav - I am having the same problem. Abn 60 065 269 025. I tried setting up on Thursday not realising it wasn't ready yet. Can you please advise. I am having no luck getting through on phone.
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Monique

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I have been speaking with a very helpful man about the problem, and he has escalated it to their IT desk, as so many of us are having the same issue. I am waiting for a call back.
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Ye Sun

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Hi,

OUr ABN is 85 140 318 029, we have the same issue and we need to delete our initial login details so that we can register again with the person initially registered for STP. Can you please help and advise what we can do? 
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Michael

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Rav - again cannot get through on the phone either. Can you escalate the issue internally regarding the telephone support please. It is very frustrating the lack of support.
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Deborah Soelaiman

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Same here. Rav, could you please check? ABN 83 142 416 304. Thanks.
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Deborah Soelaiman

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Rav, please advise. I need to lodge the STP ASAP. Thanks
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MaryAnne Geygan

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Rav, can we get an update on this? It is clearly an issue for a number of people, and as we need to file the same day we do payroll (today for us) we need to know whether it will be resolved by close of business. 
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Karina Clarke

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I've created multiple users with my ABN 95078211346, and unfortunately I have lost me link with my google chrome authenticator app also, is there anyway to remove my two  one with my own personal gmail account and another registered with the reckon customer portal. I'd greatly appreciate the feedback to remove them.
(Edited)
Has anyone had any joy with this error??  I have just tried to sign in for first time and I too get the "Unable to create subscription with Stp"
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Karli Sutherland

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I had the same issue they are suggesting above that it's because someone has already registered it under another email however I got the error from the very beginning too. I'm still on hold from support such a problem
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Karli Sutherland

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Hi I have the same problem ! Our ABN is 71351825037. I have logged into the portal under my user name however from the very beginning I haven't been able to set anything up for STP I have always had this error message?? Initially the first support person laughed at me like I made a mistake and then the second support person told me the error was due to having not updated our Reckon Hosted file to 2018 edition. Now I have everything updated I'm very confused as nothing is working and I have yet to be able to report in accordance with my obligation to the ATO as I cannot set anything up on the portal !!! We paid our wages on Monday so I am definitely not compliant. Please advise the best way to fix this problem
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Michael

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I think the best way might be to find another software provider. this is ridiculous.


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Kate Lindrea

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Hello, having the same issue, ABN 15159435837
Have been on hold the last 2 days not being able to get through on the phone. 
Any help would be appreciated. 
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Karli Sutherland

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I finally managed to get thru to support this morning and was told same as the replies above that this is because someone else in our organisation has already registered for STP which is absolutely incorrect ! I have called a consultant in Melbourne and am waiting for her to get back to me if I get an answer that fixes this problem I will post later today. I believe she has come across this problem and was successful in fixing it.
 
Did you have any luck?
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Chantelle B

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Hi there, I too am having this same issue. ABN is 66003127509. 
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Michelle Bayne

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Spent an hour on the phone with customer service, only to be told he was unable to find a solution,  so could not assist me with my problem and would escalate it to a supervisor, who will call back within 24hrs...
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Nopporn

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Also having the same issue. My ABN is 89074825157. It was my first time today trying to connect after the MFA.
Surely there must be a more clear-cut solution to this problem?

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