Lodging payrun - stuck on waiting on response from ATO

Hi Lyn-Maree, 

The ATO has been under heavy load lately due to the number of events that are being submitted, and it has caused some delays in processing pay events. If the status shows that it is 'waiting on response from ATO'. then the submission has gone through from the QuickBooks file correctly and is waiting to be accepted by the ATO. Once it is processed it will update in QuickBooks automatically, however if you have any errors or if that lodgement is unsuccessful, once the existing lodgement fails you will be able to lodge it again or submit an Update Event by following these steps:

1. Select Employees from the left-hand menu.
2. Select the Reports tab.
3. Select Single Touch Payroll (found under the ATO Reporting column).
4. Select the Create Update Event button.
5. Select the appropriate Financial Year and Pay Schedule, then select Create.

If you have any other questions or concerns, feel free to reply in this thread and we will be happy to help. 

-Lucas

Is this the payrun advising Jobkeeper start dates?  I have that one which has been pending for few hours but my client has told me that they lodged one earlier today and is was accepted straight away

Yes it is the one advising the jobkeeper start dates. 

Lynn-Maree

Did the payrun lodge? Mine is still stuck on waiting for response also.

Yes I checked today and it has lodged.

That's great to hear! Have a lovely day. 

Hi,

I was just reading your response to the above issue of Awaiting ATO response.

Mine has been at it for almost 5 days now, is that ok?

Hi, mine did eventually go through and I can't remember exactly how many days, but it was about 5-6 days. Fingers crossed yours goes through today.

Hi Davidbelle1523,

Thanks for reaching out in the Community! You can refer here for steps to take if your pay event hasn't progressed to lodgement within 72 hours. Specifically, first check with the ATO to confirm if they have received the lodgement. If not, you can contact our Support Team directly on 1800 046 038 - we now have the tools to escalate this to have the lodgement cancelled so you can submit it once more. If the details have been received however, it's up to you if you'd like to cancel that event or not given that it was in fact successful. 

-Kass

I've just realised mine has been stuck like this since May, I am trying to finalise for end of year statements but can't get it off "waiting for response".  Every pay run since has lodged.  Any suggestions?

Hi Erica, maybe check Kass's comment above for steps you can go through to hopefully resolve your issue.

Hi EricaStorm,

You can check with the ATO to confirm if they received that particular lodgement. However, if your pay events have since lodged successfully, you will not need to resubmit it even if it did not go through; all pay events (whether a standard pay event, update event or finalisation event) contain the year-to-date figures entered into payroll as of the date of lodgement, so the figures from that pay run will have since been lodged with the ATO in your later lodgements and you can proceed with finalisation. It's up to you whether or not you'd like to have that particular event cancelled - if so, you can reach out to our Support Team here who can escalate this for you.

-Kass

Thanks so much, all sorted with the ATO.  Appreciate the prompt response!

I am currently having this issue but after more than a week I am unsure how to fix this.

I have spoken to the ATO at length and they have said that everything is okay on their end. Spoke to someone through QB Online Chat yesterday and did not receive any helpful or useful info.

Is anyone else still experiencing this in October 2020?

Thanks.

Hi SamaraS, 

Apologies to hear you weren't able to get any assistance yesterday in your chat. Normally, if it has been more than 72 hours since you lodged, and you have already contacted the ATO for assistance we can escalate the lodgement to be cancelled and then assist you with re-lodging. 

Whilst I understand your last experience you felt was not helpful, but if your lodgement is still uploading after 72 hours we will be required to cancel it for you on your request. If this time has lapsed please reach out to us by clicking here so we arrange this for you. 

Thanks, 

-Steven

Thanks Steven. Actually mine isn't stuck, it failed but ATO said I was all good in their end. Will contact support as per the link provided.