Employee information is not generating/transferring over when going from pay run to lodge with the ATO. Employee information is missing. Not closely held employees

Hi kiel-carissa,

If the employees are not marked as closely held, they may be missing from a pay event because they have been marked as 'Is Final' in a previously created pay, update or finalisation event for that financial year. Any employee that has been marked as 'Is Final' will not show up in subsequent pay events as this status indicates no further lodgements need to be made for the employee in that financial year. You can check this by:

1. Select the Employees tab, then Reports.
2. Select Single Touch Payroll (under the subheading ATO Reporting).
3. Select the correct financial year and review your pay events. If there is a Finalisation event showing as created, this automatically marks the employees as Is Final - click into it and delete it, you should then be able to go back to the pay run and lodge the event. 
4. If there is no Finalisation Event, click into your Update or Pay Events to see if the 'Is Final' option was ticked (look at the column on the far right). 

How to proceed depends on a couple of things. If you have only created a Finalisation Event but not submitted it, you can simply delete it and go back to the existing Pay Event to lodge it. If you have already created and lodged a Finalisation, you will need to lodge an Amended Finalisation event to the ATO. If the employees were marked as Is Final in a previous Pay or Update Event, you can use an Update Event to 'undo' this status:

1. Select the Employees tab, then Reports.
2. Select Single Touch Payroll (under the subheading ATO Reporting).
3. Select Create Update Event and enter the financial year and pay schedule. If necessary, use the Actions button to add the employees in and ensure the Is Final option is unticked. Then lodge this with the ATO and you will able to include the employees in future pay events.

Feel free to reply if you have further questions as I'm here to help.

-Kass

Thank you but the is final box is unticked.

I think it might be some sort of glitch, yesterday 2 payruns wouldnt generate the employee information when I selected to lodge with the ATO but today they did work fine but there is a bunch more pay runs that the information will not generate for. The pay runs are finalised and all settings have been checked. It will generate the income and show that but will not allocate it to anyone.

Hi kiel-carissa,

If the pay event is showing the earnings correctly but not the employee names, you may have a visual error with your browser that can be resolved by clearing the cache. We suggest using Chrome for the best experience with QuickBooks Online, and you can do so by:

1. In Chrome, hold down Ctrl+Shift+Delete and a pop-up will appear on your screen. You can also access this by selecting the Chrome menu (top right corner, three dots in a vertical line) and clicking More Tools, then Clear Browsing Data.
2. Select the option 'clear cached images' and make sure the other two options are unticked.
3. Select the time range All Time, then Clear Browsing Data.
4. Once this is complete, the pop-up will disappear. Please restart your browser and log in once more.

If clearing the cache and restarting the browser does not resolve the issue, I would recommend you reach out to our Support Team directly on 1800 046 038 so they can get eyes on exactly what you are seeing and offer further troubleshooting steps accordingly.

-Kass