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Level 1

Employee missing from stp payroll lodgement file

3 Comments 3

Employee missing from stp payroll lodgement file

Welcome to the Community, @GO-Care-Disability-Services.


There are times that the browser is full of frequently accessed page resources, causing some unusual responses. To isolate this, try logging into your QuickBooks Online (QBO) account using a private browser (incognito).


Here's how:


  • Press Ctrl Shift (Google Chrome).
  • Ctrl Shift (Firefox or Internet Explorer).
  • Control Option (Safari).


Once signed in, go back to the Single Touch Payroll (STP) lodgement file to double-check.


If the employee shows, return to your default browser and perform a clear cache. Every so often the cache becomes overwhelmed with older data which can potentially cause viewing and performance issues. Clearing it will refresh the system, and you'll be able to work with a clean slate. However, if the issue persists, try using other supported browsers.


Just in case, I'll add these articles for future reference:



Please know that I'm only a few clicks away if you have any other issues or concerns. I'll be happy to help. Have a great day!

Level 2

Employee missing from stp payroll lodgement file

I have the same problem. Tried on Chrome and then Firefox and no luck resolving the issue. Clearing cache of browser does not resolve the issue. It seems the data in the Payrun is NOT passed to the STP lodgement record.


Official response would be helpful.



Employee missing from stp payroll lodgement file

I appreciate you for trying the steps above, maxmelb.


The basic troubleshooting steps shared by my colleague help fix some unexpected issues on QuickBooks. Since you still get the same thing, I would recommend reaching out to one of our Phone Support agents. They can take a look at your account and report it to our Engineering team. Let me guide you with these steps:


  1. Click the ? Help icon, and then Contact Us.
  2. Enter missing employee from payroll file as your keyword.
  3. Click Let's talk.
  4. Select either Get a callback or Start a chat to connect with the agent.


You can contact us every Mondays to Fridays from 6:00 AM PST to 6:00 PM PST. Then, every Saturdays until 3:00 PM PST.


Feel free to browse this page that has related questions about STP: Single Touch Payroll.