Thank you for elaborating your concern, @sullivansnewsage. It's my pleasure to walk you through the process of resolving this error.
Error 11, Pay event has reached retry limit error is common if multiple pay events have been lodged for that period/day. I would recommend waiting up to 72 business hours for updates which is the standard pay event lodgement process.
If the pay event shows failed status, you may check your ATO portal or contact ATO to confirm if there's a lodgement received. If there's no lodgement, you can delete the pay event and lodge a new one. Here's how:
- Go to the Employees tab and select Reports.
- Select Single Touch Payroll.
- Click on the failed pay event.
- Choose Delete pay event.
Then, open the pay run and click on Lodge Pay Run with ATO.
If the same thing happens, try signing in to your account using a private or incognito window. This mode doesn't use the existing cache data and helps us confirm browser-related issues. Here's how:
- For Google Chrome browser: Ctrl + Shift + N
- For Mozilla Firefox browser: Ctrl + Shift + P
- For Safari browser: Command + Option + P
If it works, go back to your regular browser and clear the cache to delete those temporarily stored files and browsing history. The overtime collection of data can create corruption, however, removing this should fix the issue. You can also use supported, up-to-date browsers to roll out the possibility of a browser-related issue.
Then, try lodging the pay event again. To resolve several of the common issues when getting started with Single Touch Payroll, see the Single Touch Payroll - Troubleshooting errors article.
I'd like to know how you get on after trying the steps, as I want to ensure this is resolved for you. Just reply to this post and I'll get back to you. Take care always.
