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Single Touch Payroll - Troubleshooting errors

by QuickBooks Online Payroll Standard Updated 7 months ago

This article describes how to resolve several of the common issues when getting started with Single Touch Payroll. Errors are either business related or employee specific. 

Business Errors

This message indicates that the ATO has already received the event and that it has been lodged multiple times. This may have occurred because there was an issue processing the response the first time and so an attempt at lodgement was made again. If you are trying to submit an original pay event to make a correction, try submitting it as an update event instead.

This message indicates that there has been a timeout within the ATO system. It is recommended that the user attempt the request again. If the issue persists, contact the ATO quoting this error code to resolve any issues.

This error could be related to incorrect or incomplete information in your business settings, the error message will indicate one of the following

  • The element “AddressDetailsPostal": Relates to the businesses address details.
  • The element "OrganisationName": Relates to the Name/legal name of your business.
  • The element "ElectronicContact": Relates to the phone number of your business.

Note: The "Address Line 1" and "Suburb" fields are compulsory.

You will need to ensure the relevant contact information is correct in the following areas.

  1. Select Payroll from the left hand menu
  2. Select the Payroll Settings tab
  3. Select Details (located under the Business settings column)
  4. Update the relevant fields
  5. Select Save
  1. Select Payroll from the left hand menu
  2. Select the Payroll Settings tab
  3. Select ATO Settings (located under the Business settings column)
  4. Update the relevant fields
  5. Select Save
  1. Select Payroll from the left hand menu
  2. Select the Payroll Settings tab
  3. Select Employing Entities (located under the Business settings column)
  4. Update the relevant fields
  5. Select Save

With the settings updated you should now be able to lodge the pay event.

There are two possible scenarios for this error and we've provided the steps for both below.

Scenario 1: "You are not authorised to submit this lodgement on behalf of the client. Link this client to your Australian business number to create a business appointment or see your Auskey administrator. If the business appointment exists, your Auskey may not have access to this client."

The error indicates that the tax/BAS agent is not connected with the business. You'll need to log into Access Manager or the Tax/BAS Agent Portal to ensure the business is listed as a client and the agent has sufficient permissions to lodge STP. The ATO provides several methods of rectifying this are:

  • Link the business to your registered agent number, using the client update service or the portal. In some instances, it may take overnight to process your request.
  • If the link already exists, the business may be restricted in Access Manager. Contact your AUSkey Administrator to allow view all restricted clients or to have the restriction for this client overridden.
  • If the business is appearing on your client list and is not a restricted client, you may need to remove and re-add the business and try to lodge it again.
  • Your agent number must also be linked to the correct agent ABN in Access Manager. Ask your AUSkey Administrator to make any necessary changes.

The error indicates that the entity acting as the intermediary does not have the required authorisation to be the intermediary. This cannot be rectified within the payroll system, you'll need to log into Access Manager to ensure the business is listed as a client and the intermediary has sufficient permissions to lodge STP. To do this:

  1. Log into the ATO Business Portal
  2. Log in to the employing entities that are not the intermediary entity
  3. Select Access Manager, and log in
  4. Select who has access to my business then select Appoint New Business
  5. Enter the intermediary entity's details
  6. Under the heading ATO Transactions, you will need to choose the Payroll event form for Lodge & View

Note:

  • In some instances, the linking to other businesses may take overnight for the ATO to process your request.
  • If the link already exists, the business may be restricted in Access Manager. Contact your AUSkey Administrator to allow view all restricted clients or to have the restriction for this client overridden.
  • If the business is appearing on your client list and is not a restricted client, you may need to remove and re-add the business and try to lodge it again.

Scenario 2: "Your nomination with the software provider may not contain the correct Software ID in Access Manager. To resolve, please log on to Access Manager (AUSkey required), select "my nominated software provider" and update the nomination, or call the ATO. You will need to provide the following details: Software provider name and/or their ABN, Software ID."

This error should only occur if the ATO supplier settings are set up so that a registered tax/BAS agent is lodging to the ATO on behalf of the business. This relates to  setup process for electronic lodgement not being completed correctly. Contact the ATO to link the software ID to each ABN. To contact the ATO via phone visit the ATO website.

"A link between your client and your agent number does not exist for the selected task. Check that you have added this client to your registered agent number. You may also need to check if you have entered the correct client identifier and that you are using the correct registered agent number and try again. If the issue persists, contact the ATO quoting this error code to resolve any issues."

This error should only occur when the ATO supplier settings are configured so that a registered Tax/BAS agent is lodging to the ATO on behalf of the business. Log into your Tax Agent/BAS Agent Portal and ensure the business is listed and/or is set up with the correct access. Otherwise, you will need to contact the ATO directly to rectify this issue.

Check that the ABN supplied in the ATO Settings screen matches with the ABN registered with the ATO or Access Manager.

This error means electronic lodgement has not been completed properly. It is essential that the ATO is contacted (either by calling them on 1300 852 232 or using Access Manager) to link the software ID to each ABN.

This error only occurs if the ATO supplier settings are configured so that a registered tax/BAS agent is lodging events to the ATO on behalf of the business. This is where the process of enabling electronic lodgement has not been completed properly. It is essential that the ATO is contacted (either by calling them or using Access Manager) to link the software ID to each ABN. 

Are you trying to lodge a pay event for a business that has a WPN (in place of an ABN)?

If so, at present WPN holders are unable to lodge STP events. STP reporting can only be undertaken by businesses that possess an ABN. It is suggested WPN holders use a registered Tax/BAS Agent to lodge STP events. Also, take note that WPN holders are exempt from STP reporting for the 18/19, 19/20, 20/21, 21/22 and 22/23 financial years but must start reporting from 1 July 2023.

There was an error communicating with the ATO on our end. To resolve this, try lodging the event later.

Employee Errors

This error could be related to incorrect or incomplete information in the employee settings. The error message will indicate one of the following fields will need to be updated:

  • TelephoneMinimalN: This is related to an invalid entry in the home phone number field. Only numbers can be entered in this field. If the employee's phone number looks to be valid, we suggest deleting the number and entering it again.
  • Line1T: This error will appear if the employee's postal address (Line 1) is in excess of 38 characters. To fix this, make sure:
    • The suburb and postcode is not entered in Address Line 1
    • Address Line 2 is also used for multi-line addresses (e.g. Level and/or Suite Number).

To update an employee's details:

  1. Select Payroll from the left menu
  2. Select the employee you need to update the details for
  3. Update the appropriate field/s
  4. Select Save

"A text character must be one of the following: A to Z a to z 0 to 9 ! @ $ % & * ( ) - _ = [ ] ; : ' " , . ? / or a space character."

This error will appear if the employee's email or residential address is invalid. Check the employee's Email and/or residential Address field/s and update accordingly. If the addresses seem valid, ensure there are no spaces after the last character. Otherwise, we suggest re-entering the details again.

To update an employees details:

  1. Select Payroll from the left menu
  2. Select the employee you need to update the details for
  3. Update the appropriate field/s
  4. Select Save

Content sourced from Employment Hero

QuickBooks Online Payroll Standard

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