STP Lodgement to ATO "Not Responding"

Hello, @ezybaswa.

Thanks for the details. Due to the nature of this matter, I'd like to redirect you to the best support available, so this gets addressed right away. We have payroll experts queue for unusual cases like this. 

Here's how to contact the Customer Support Team:

1.     Click the Help icon on the top right.
2.     Click Contact Us button at the bottom.
3.     Enter a short description about your concern.
4.     Click on Let's talk.
5.     Choose the Get a callback method to be connected to support.

If you need tips in the future, visit our QuickBooks Help Articles site. 

Please let me know if you have any other concerns or issues, and I'll get back to you as soon as possible. 

I have the same problem from last week's pay run, I spoke with someone in QB today that told me I should call the ATO to confirm if they have received the lodgement or not, I just confirmed ATO doesn't have this lodgement (a waste of time) did you find out what to do?

Hi Diana-

There are two things I'd like to check on. 

1. Which browser are you using for QuickBooks Online?
2. Could you head into the Reporting section of the Employee tab, and then select Single Touch Payroll found under the ATO Reporting column. 
   • Locate the line item for the pay run we ran last week, and let me know the status of that pay run? This will indicate if it's been successfully lodged or not and we can go from there. 

Please reply here with your findings. 

-Christine

Hi Christine, thank you for your help :)

I am using Firefox (because this week I couldn't open this option in the App) The status for that pay run in the report you asked me to look is "awaiting ATO processing". This morning I found out the status was " not successful" so I submitted it again, it has been running all day with not success. I lodged today's pay run and it was sent very quickly, it is the one from last week that is not working, I attaching some print screens for you to look...

Hey Diana MF- 

Hmm, resubmitting was the right call as it will simply bring the information in to the ATO, there is no consequence on the data in any way. From what I can tell in the ATO status resources, there haven't been any outages with their online services (check it out here: https://tap.status.ato.gov.au/). In fact, it doesn't look like anythings taken more than a few seconds to submit int he last week. 

I'll take a look at the screenshots when they come through and we can consider our next steps from there. 

-Christine

Screenshots

Thanks for the screenshots, @Diana MF.

Let me route you to the best support available to get this addressed right away. I recommend contacting our support team again.

They have the tools to check your account securely and investigate why you're unable to process your last week pay run. Here's how to contact them in your QuickBooks Online (QBO):

1. Go to the (?) Help icon.
2. Click Contact Us.
3. Enter a keyword of your concern and click Let's talk.
4. Choose your preferred way to get in touch with them.

In case you need to learn some tips on managing your payroll in QBO, you can always visit our Payroll and STP page for reference.

Don't hesitate to get back to us if you have other questions. We're always here to help.