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Intuit

Single Touch Payroll - Troubleshooting errors

This article describes how to resolve several of the common issues when getting started with Single Touch Payroll. Errors are either business related or employee specific. 

Business Errors

"We were unable to process your submission because we already have a submission with this submission ID"

 

This message typically appears where a business has multiple employing entities set up and an identical ABN has been used for two or more of these entities. The ATO believes this to be a duplicate lodgement which will cause the lodgement to fail. To resolve this, you will need to ensure all affected employees are transferred over to the one common employing entity. This is done via the employee's Tax File Declaration screen.  If you require instructions on this refer to the following article: Updating Employee Tax File Declaration

"An unexpected error has occurred. Please contact the Tax Office" Error CMN.ATO.GEN.200001 usually means one of two things.

  1. The employer has not enabled KeyPay as a hosted SBR software service within Access Manager.
  2. The employer is using a tax agent and has not appointed the tax agent within Access Manager.

To determine whether electronic lodgement has been set up As the Employer or As a registered Tax/BAS Agent

  1. Select Employees from the left hand menu
  2. Select the Payroll Settings tab
  3. Select ATO Settings (found under the business settings column)

From here you will be able to identify which was set up.  Additionally make note your Software ID by selecting the Electronic Lodgement & STP tab.

If you are lodging as the employer and receive a CMN.ATO.GEN.200001 error, you should ensure that KeyPay has been set up on ATO Access Manager as the software sending provider.

  1. Log in to Access Manager
  2. Select My hosted SBR software services
  3. Ensure that KeyPay is listed under My hosted SBR software services
  4. If it is not listed, select Notify the ATO of your hosted service and then search for KeyPay
  5. Select the ABN and then check whether your software ID is listed
  6. If it is not listed, enter the software ID into the Add Software IDs text box and select Next
  7. Select Save

With the settings updated you should now be able to lodge the pay event.

A business with a registered Tax/BAS agent will be required to log into the ATO Business Portal and grant the Tax/BAS agent permission to manage Single Touch Payroll for their business. To do this:

  1. Log into the ATO Business portal with your AUSkey
  2. Select Access Manager and log in
  3.  Select who has access to my business, then in the blue band near the top select Appoint new business
  4. Enter the registered agent's ABN and/or Business name

From here you can choose the access level. Under the heading ATO Transactions, you will need to choose Payroll event form for Lodge & View

With the settings updated you should now be able to lodge the pay event.

The value specified for an item does not match the item type (value = "[specific value detailed here]", item type = String, uniqueID = http://www.sbr.gov.au/ato/payevnt:TelephoneMinimalN) Hint: The Pattern constraint failed.

This error relates to an invalid value entered in the Contact Phone Number field.

Only numbers can be entered into this field. You will need to ensure your contact phone number is correct in the following areas.

  1. Select Employees from the left hand menu
  2. Select the Payroll Settings tab
  3. Select Details (located under the Business settings column)
  4. Update Contact Phone Number
  5. Select Save
  1. Select Employees from the left hand menu
  2. Select the Payroll Settings tab
  3. Select ATO Settings (located under the Business settings column)
  4. Update Contact Phone Number
  5. Select Save
  1. Select Employees from the left hand menu
  2. Select the Payroll Settings tab
  3. Select Employing Entities (located under the Business settings column)
  4. Update Contact Phone Number
  5. Select Save

Note: This error may also relate to invalid or too much text in other fields on the business' Details page, (located on the Payroll settings tab under business settings).

With the settings updated you should now be able to lodge the pay event.

This error could be related to incorrect or incomplete information in your business settings, the error message will indicate one of the following

  • The element “AddressDetailsPostal": Relates to the businesses address details.
  • The element "OrganisationName": Relates to the Name/legal name of your business.
  • The element "ElectronicContact": Relates to the phone number of your business.

Note: The "Address Line 1" and "Suburb" fields are compulsory.

You will need to ensure the releavnt contact information is correct in the following areas.

  1. Select Employees from the left hand menu
  2. Select the Payroll Settings tab
  3. Select Details (located under the Business settings column)
  4. Update the relevant fields
  5. Select Save
  1. Select Employees from the left hand menu
  2. Select the Payroll Settings tab
  3. Select ATO Settings (located under the Business settings column)
  4. Update the relevant fields
  5. Select Save
  1. Select Employees from the left hand menu
  2. Select the Payroll Settings tab
  3. Select Employing Entities (located under the Business settings column)
  4. Update the relevant fields
  5. Select Save

With the settings updated you should now be able to lodge the pay event.

There are two possible scenarios for this error, we've provided the steps for both below.

You are not authorised to submit this lodgement on behalf of the client. Link this client to your australian business number to create a business appointment or see your Auskey administrator. If the business appointment exists, your Auskey may not have access to this client.

The error indicates that the tax/BAS agent is not connected with the business. This cannot be rectified within the payroll system, you'll need to log into Access Manager or the Tax/BAS Agent Portal to ensure the business is listed as a client and the agent has the sufficient permissions to lodge STP. The ATO provides several methods of rectifying this are:

  • Link the business to your registered agent number, using the client update service or the portal. In some instances, it may take overnight to process your request.
  • If the link already exists, the business may be restricted in Access Manager. Contact your AUSkey Administrator to allow view all restricted clients or to have the restriction for this client overridden.
  • If the business is appearing on your client list and is not a restricted client, you may need to remove and re-add the business and try to lodge again.
  • Your agent number must also be linked to the correct agent ABN in Access Manager. Ask your AUSkey Administrator to make any necessary changes.

The error indicates that the entity acting as the intermediary does not have the required authorisation to be the intermediary. This cannot be rectified within the payroll system, you'll need to log into Access Manager to ensure the business is listed as a client and the intermediary has the sufficient permissions to lodge STP. To do this:

  1. Log into the ATO Business portal with your AUSkey
  2. Log in to the employing entities that are not the intermediary entity
  3. Select Access Manager, and log in,
  4. Select who has access to my business then select Appoint New Business
  5. Enter the intermediary entity's details
  6. Under the heading ATO Transactions, you will need to choose Payroll event form for Lodge & View.

Note:

  • In some instances, the linking to other businesses may take overnight for the ATO to process your request.
  • If the link already exists, the business may be restricted in Access Manager. Contact your AUSkey Administrator to allow view all restricted clients or to have the restriction for this client overridden.
  • If the business is appearing on your client list and is not a restricted client, you may need to remove and re-add the business and try to lodge again.

Your nomination with the software provider may not contain the correct Software ID in Access Manager. To resolve, please log on to Access Manager (AUSkey required), select ?my nominated software provider? and update the nomination, or call the ATO. You will need provide the following details: ? Software provider name and/or their ABN ? Software ID

This error should only occur if the ATO supplier settings are set up so that a registered tax/BAS agent is lodging to the ATO on behalf of the business. This relates to  setup process for electronic lodgement not being completed correctly. It is essential that the ATO is contacted (either by calling them or using Access Manager) to link the software ID to each ABN. To fixing this issue via Access Manager, refer to the instructions provided above for Error: CMN.ATO.GEN.200001. To contact the ATO via phone visit the ATO Website: https://www.ato.gov.au/About-ATO/Contact-us/Phone-us/

A link between your client and your agent number does not exist for the selected task. Check that you have added this client to your registered agent number. You may also need to check if you have entered the correct client identifier and that you are using the correct registered agent number and try again. If the issue persists, contact the ATO quoting this error code to resolve any issues.

 

This error should only occur when the ATO supplier settings are configured so that a registered Tax/BAS agent is lodging to the ATO on behalf of the business. Log into your Tax Agent/BAS Agent Portal and ensure the business is listed and/or is set up with the correct access. Otherwise, you will need to contact the ATO directly as this error is not due to the payroll system.

This error relates to the AUSkey not being linked to the registered agent number in Access Manager. Alternatively, your AUSkey Administrator may need to authorise your agent number for this AUSkey. If it is linked, ensure the permissions and business details are set up correctly in Access Manager.

You have not nominated this software provider to secure transmissions made through online (cloud based) software. To resolve, please log on to Access Manager (AUSkey required) and select ?my nominated software provider? and follow the instructions to nominate a provider, or call the ATO. You will need provide the following details: ? Software provider name and/or their ABN ? Software ID

 

This error means electronic lodgement has not been completed properly. It is essential that the ATO is contacted (either by calling them or using Access Manager) to link the software ID to each ABN. To fix this issue via Access Manager, refer to the instructions provided above for Error: CMN.ATO.GEN.200001.   To contact the ATO via phone visit the ATO Website: https://www.ato.gov.au/About-ATO/Contact-us/Phone-us/

Mandatory information provided in the transmission is invalid. Contact your software provider.. Inform your software provider that the PartyId, PartyId Type and/or Role supplied in the transmission is not valid. Are you trying to lodge a pay event for a business that has a WPN (in place of an ABN)? If so, at present WPN holders are unable to lodge STP events. STP reporting can only be undertaken by businesses that possess an ABN. It is suggested WPN holders use a registered Tax/BAS Agent to lodge STP events.

Employee Errors

This error could be related to incorrect or incomplete information the employee settings, the error message will indicate one of the following fields will need to be updated

  • TelephoneMinimalN: This related to an invalid entry in the home phone number field, only numbers can be entered in this field. If the employee's phone number looks to be valid, we suggest deleting the number and entering it again.
  • Line1T: This error will appear if the employee's postal address (Line 1) is in excess of 38 characters. To fix this ensure-
    • The suburb and postcode is not entered in Address Line 1
    • Address Line 2 is also used to for multi-line addresses (e.g. Level and/or Suite Number).
  • TelephoneMinimalN: This error will appear if the employee's home number is in excess of 16 characters. To fix this ensure the number entered in the employee's Home Phone field is less than 16 characters. If the employee's phone number is within the required character limit, make sure there are no spaces after the last digit. Otherwise, we suggest deleting the number and entering it again.

To update an employees details:

  1. Select Employees from the left hand menu
  2. Select the Payroll Settings  tab
  3. Select the employee you need to update the details for.
  4. Update the appropriate field/s.
  5. Scroll down and select Save and then Done

A text character must be one of the following: A to Z a to z 0 to 9 ! @ $ % & * ( ) - _ = [ ] ; : ' " , . ? / or a space character.

 

This error will appear if the employee's email or residential address is invalid. Check the employee's Email and/or residential Address field/s and update accordingly. If the addresses seem valid, ensure there are no spaces after the last character. Otherwise, we suggest re-entering the details again.

To update an employees details:

  1. Select Employees from the left hand menu
  2. Select the Payroll Settings  tab
  3. Select the employee you need to update the details for.
  4. Update the appropriate field/s.
  5. Scroll down and select Save and then Done

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