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Level 2

In the old payroll, I got an HMRC email stating the submission was successful. The new payroll I get no HMRC email. In QB there's the request and response. Is this right?

All looks well within QB, it's just not receiving the email from the HMRC that's a worry. Should I be getting one or has something changed?
Solved
Best answer April 22, 2020

Accepted Solutions
QuickBooks Team

In the old payroll, I got an HMRC email stating the submission was successful. The new payroll I get no HMRC email. In QB there's the request and response. Is this right?

Hello Rogerabritt, 

 

Welcome to the Community, 

 

Yes you should get an email off HMRC to say it has been submitted, are you using standard or advanced payroll? 

View solution in original post

Level 2

In the old payroll, I got an HMRC email stating the submission was successful. The new payroll I get no HMRC email. In QB there's the request and response. Is this right?

I can confirm that entering the email address in the Payroll Settings > Business Details > Contact Email Address did fix the issue.  I re-submitted an old payrun, and I got the confirmation email from HMRC immediately.  Clearly that setting/new feature didn't transition across from Paysuite, and because that setting is not under HMRC settings, it wasn't immediately obvious that the two were related.

 

At least the problem now seems to be fixed and maybe this thread will help others in the future.

 

Andy

View solution in original post

15 REPLIES 15
QuickBooks Team

In the old payroll, I got an HMRC email stating the submission was successful. The new payroll I get no HMRC email. In QB there's the request and response. Is this right?

Hello Rogerabritt, 

 

Welcome to the Community, 

 

Yes you should get an email off HMRC to say it has been submitted, are you using standard or advanced payroll? 

View solution in original post

Level 2

In the old payroll, I got an HMRC email stating the submission was successful. The new payroll I get no HMRC email. In QB there's the request and response. Is this right?

Hi

Yes, it's the advanced payroll.

Thanks.

Moderator

In the old payroll, I got an HMRC email stating the submission was successful. The new payroll I get no HMRC email. In QB there's the request and response. Is this right?

I appreciate you for getting back to us here in the Community, @rogerabritt.

 

The additional information you've provided helped us determine what to do next. Once the payroll processed in QuickBooks Online is successful, you should receive a confirmation via email about the pay run.

 

Since you're unable to receive one, you'll need to contact HMRC for confirmation. However, if it doesn't show as submitted within our system, that's the time you need to contact our QuickBooks Support Team.

 

One of them will be able to take a look at your account and fix the issue as quickly as possible. In case you need the steps, I'm adding them below:

 

  1. Log into your QuickBooks account.
  2. Click the Help option in the upper-right corner.
  3. Select the Contact us option. 

In the meantime, you can check the following article for some links about the payroll tasks in QuickBooks Online: QuickBooks Online Advanced Payroll Hub.

 

If you have additional questions or concerns while working in QBO, leave a comment below. I’ll be happy to help you out.

Level 2

In the old payroll, I got an HMRC email stating the submission was successful. The new payroll I get no HMRC email. In QB there's the request and response. Is this right?

Hi

 

Thank you for confirming I should be receiving an email response from the HMRC. I have phoned the HMRC today and they confirm they received the submission, but were unable to say why no email had been sent. I cheked the details in my gateway account and all was fine.

The only thing that has changed is the move to Advanced payroll within QB!

 

Thanks, Roger

Level 2

In the old payroll, I got an HMRC email stating the submission was successful. The new payroll I get no HMRC email. In QB there's the request and response. Is this right?

Hi,

 

I have experienced a similar issue where QBO is stating that the RTI submissions have been successful but HMRC haven't sent the confirmation email. Did anyone get to the bottom of this?

 

NB: I switched from Paysuite to QB Advanced Payroll a few weeks ago, which is when the emails stopped.

 

Cheers,

 

Andy

QuickBooks Team

In the old payroll, I got an HMRC email stating the submission was successful. The new payroll I get no HMRC email. In QB there's the request and response. Is this right?

Hello, @AndyFug

 

First, try to confirm with the HMRC if they’ve received the RTI submission. You can check this link on how to reach them: Contact HMRC.

 

Then, if once confirmed that they didn’t receive it yet, I suggest reaching out with our Customer Support to further check your account. See the following article on how to contact the QuickBooks Online Customer Support team

 

Let me know if there's anything that I can help. I'm always here to assist. Have a wonderful day!

Level 2

In the old payroll, I got an HMRC email stating the submission was successful. The new payroll I get no HMRC email. In QB there's the request and response. Is this right?

Pleased to know I'm not alone with this issue. I contacted the HMRC a week ago and they confirmed receipt, as per my previous post, but could not see why an email was not sent and my gateway account looked fine and I have continued to receive email bulletins and updates from the HMRC okay.

I have also contacted QB, twice via web chat but couldn't seem to get anyone to understand what I was expereincing and once by phone, all they could suggest is that it sometimes takes 72hrs for the email to be received, not someting I've ever experienced before. I asked them to check out the submission messages I have in my account, there were some new ones GovTalkPollRequest and GovTalkDeleteRequest, which I hadn't seen before but was told all was well, but still not idea why I was not receiving an email confirmation from the HMRC. It's a strange thing that this has happened because of the move to Advance payroll! I have looked through all the 'employer' and 'hmrc' settings and can see nothing that may have been missed in the transfer.  Flummoxed.

Level 2

In the old payroll, I got an HMRC email stating the submission was successful. The new payroll I get no HMRC email. In QB there's the request and response. Is this right?

Sorry, I should add that I have checked my junk mail box too! Smiley Happy

Level 2

In the old payroll, I got an HMRC email stating the submission was successful. The new payroll I get no HMRC email. In QB there's the request and response. Is this right?

Hi,

 

@MaryJoyD  - I'm pretty confident that, like @rogerabritt , the RTI submission was successful (since I can see the RTI records myself showing a successful response), but there appears to have been a change somewhere that has triggered HMRC not to send a confirmation email.

 

If there has been no further discoveries, I'll have a brief look into this myself.  My suspision is that QBO Advanced Payroll submits different information in RTI messages, which has a line in it with something along the lines of "EmailConfirmation: False".  I have changed nothing with HMRC, so there's no reason for them to stop sending confirmation emails.  The only change has been the payroll package.

 

I'll let you know if I make any discoveries.

 

Thanks.  Andy

QuickBooks Team

In the old payroll, I got an HMRC email stating the submission was successful. The new payroll I get no HMRC email. In QB there's the request and response. Is this right?

Hi there, rogerabritt.
 
I see you've been in contact with our support. However, to pull up and check your account, I suggest contacting them again since you're still unable to receive the confirmation after 72 hrs. They have the necessary tools to review your account to see why the issue persists.

 

Let me know if there's anything else I can do to help you succeed with QuickBooks.

Level 2

In the old payroll, I got an HMRC email stating the submission was successful. The new payroll I get no HMRC email. In QB there's the request and response. Is this right?

After a very quick look at my last submission (with no further research as of yet), maybe this line at the bottom of the RTI submission has something to do with it:

 

  "ContactEmailAddreess": "[email address removed]"

**where the forum has removed the address, it said: "support(at)yourpayroll. co. uk**

 

Shouldn't that be my email address??  I've just found under Payroll Settings > Business Details > Contact Email Address that it was blank.  I've now filled this out.  Would that fix the issue??

 

Andy

Level 2

In the old payroll, I got an HMRC email stating the submission was successful. The new payroll I get no HMRC email. In QB there's the request and response. Is this right?

I have the same....

 

Roger

Moderator

In the old payroll, I got an HMRC email stating the submission was successful. The new payroll I get no HMRC email. In QB there's the request and response. Is this right?

I appreciate your time getting back to us, AndyFug and rogerabritt.

 

Thanks for your effort in trying to figure out the reason why you're not receiving any confirmation from HRMC regarding your RTI submission. 

 

Based on the information you've provided, there is a possibility that the reason why you did not receive the confirmation is because you don't have the Contact Email Address entered from your Payroll Settings

 

If you're still unable to get a confirmation, I suggest contacting the HMRC to verify the status of the submission.

 

You can always visit us again in the Community if you have other concern. Just leave me a reply below and I'll get back to you. Wishing you the best of luck!

Level 2

In the old payroll, I got an HMRC email stating the submission was successful. The new payroll I get no HMRC email. In QB there's the request and response. Is this right?

I can confirm that entering the email address in the Payroll Settings > Business Details > Contact Email Address did fix the issue.  I re-submitted an old payrun, and I got the confirmation email from HMRC immediately.  Clearly that setting/new feature didn't transition across from Paysuite, and because that setting is not under HMRC settings, it wasn't immediately obvious that the two were related.

 

At least the problem now seems to be fixed and maybe this thread will help others in the future.

 

Andy

View solution in original post

Level 2

In the old payroll, I got an HMRC email stating the submission was successful. The new payroll I get no HMRC email. In QB there's the request and response. Is this right?

Thanks Andy,

 

That fixed it for me too, much appreciated.

 

Roger.