Thank you so much for reaching out. This appears to be a common issue at the moment. We've raised this with our Payroll Team to ensure that everything being lodged via QuickBooks is leaving correctly and arriving at the ATO with no issues.
Can you please contact the Support Team with your company ID so one of our experts can keep you informed about the next steps?
I was able to get someone in QBO on line and she investigated the matter. We checked the payruns and all had the required tier levels added to employees. I have three pay runs each week and of these three, one includes me only. That was the only one not showing tier level. So we fixed it and re lodged it. Not too sure if this was affecting ATO end. I will suggest all those affected to check their first pay run after 28th Sept and use the reports/ATO Reporting/Single Touch and then find the correct pay run and click on the pay run itself NOT the date. Then under Actions, click on Excel YTD option and that would open an excel file showing employees who are on JK with a red flag in column L. Hover over the cell and you will see if you actually nominated tiers. If you did, then take up the matter with ATO. If not then, unlock the pay run and add the info and using the same STP report, create an update event. It is a shame that QBO cannot make this easier to see if tiers were assigned. It is rather tortuous way to find the info. Meanwhile I am on hold with ATO for the past half an hour. HTH
I spoke to the ATO.
The officer advised that we have to indicate the Start fortnight 14 on the payrun to confirm employee is eligible (or continue to be eligible for extension program).
Is that right Quickbooks support?
Thank you for letting us know that. The instructions we have from the ATO state:
The full set of instructions can be found here but if we are advised of any changes to this process we will let you know.
that's my understanding too. therefore, i was surprised when the ATO told me to update the pay event to indicate the start fortnight 14 for all existing eligible employees who claim the job keeper extension.
Do you know when Quickbooks will resolve the issue so that we can claim the job keeper payment for eligible employees?
Yes I was surprised when you mentioned this too TDFvic.
We don't have an ETA at this stage but it is being worked on as a priority so we will post an update here when we know more.
I have a feeling that this is QBO issue as Rebecca alluded to fixing the issue. But they are not fessing up. I am not a great fan of QBO and this makes the experience worse. As a business I need the access to JK payments ASAP.
We understand the wait is frustrating and apologies for the inconvenience. Our product engineers are working closely with payroll specialists now to get this issue resolved so pay runs can be lodged correctly. If you haven't already I kindly ask you contact our support team by clicking here so we can raise a ticket under your company details and notify you immediately once it is solved.
Steven can we have an update?
What compensation will be offer - as you just doubled prices and the software has serious flaws like this reporting.
Not good enough. Maybe a good time to jump over to Xero which works.
I requested an update but have been told the fix is still in the progress. I encourage you to if you haven't already to contact our support team so we can raise a case connected to this issue under your QuickBooks details.
Getting JobKeeper data sent through to the ATO is a high priority for us presently, and if you wish to speak about the compensation for the current delays I kindly ask you reach out to our support channel by clicking here.
Once again we apologise for the frustration during this time and our product team is working hard to get this resolved ASAP.
It is currently at the top of our list to get resolved, thank you for raising a ticket with us as it helps us reach you immediately once the solution is in place. Once again we apologies for the frustration during this time and you will be notified through the case when to try again.
While we do not have an update at this point I would recommend subscribing to Status Updates here.
We are working on getting this resolved as a top priority.
We will reach out here if there is anything else that we can update you on.
I am getting the same problem where I have nominated the employees for the JK tier and it will not allow me to declare on the ATO portal as it comes up that the employees have not been nominated with a JK tier level. I am currently on hold with ATO who can see that the STP pay run included the JK tier but has not accepted onto their JobKeeper system. He is investigating what can be done on their end.
Obviously something isn't right with the QBO Online system as he said they are not getting it with other accounting programs.
Yes, we're currently investigating what is happening from our end. Can you please let us know how you go with the ATO and if they're able to provide you with a solution or a workaround?