Learn how to identify and resolve STP reporting error messages on Payroller
Learn how to identify and resolve STP reporting error messages on Payroller using our helpful guide below.
According to the ATO website, there are three types of errors:
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SBR.GEN.AUTH errors happen when there are issues with your permissions or authorisations, causing a failed connection between Payroller and the ATO.
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CMN.ATO.AUTH errors occur when thereโs a mismatch between the authorizations needed to submit reports and the details of the reporting entity or agent not matching what the ATO has on file.
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CMN.ATO.GEN or CMN.ATO.PAYEVNT errors occur when Payroller detects invalid data during an attempt to lodge a report.
Here are the top 6 most common STP error messages on Payroller
SBR.GEN.AUTH.008
What is the error:
The notification from your software provider is missing or has the wrong Software ID.
Why this error occurs:
This error happens when the Software ID in Payroller isnโt correctly linked to the ATOโs Access Manager.
To resolve this issue:
Make sure the Software ID in Payroller matches the one youโve entered in the ATO Access Manager.
To find the software ID on Payroller.
Step 1: Select your company profile in the upper left corner of your screen.
Step 2: Select โSettingsโ.
Step 3: Select โPayroll & STPโ.
Step 4: Select โSTPโ.
The following form will appear with the Software ID listed.
Make sure the ABN and branch number match on both Payroller and the ATO.
The image below is just an exampleโplease check your own account to find your unique Software ID.
Finding Software ID on Mobile
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Tap the three dots located in the upper-right corner of your screen.
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Select โSTP Settings.โ
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Your โSoftware IDโ will appear on the screen.
If youโre an agent reporting on behalf of your client, you must nominate the Software ID in your clientโs Access Manager with the ATO.
Common Issues and Troubleshooting Steps for Software ID
Common Issues
The most frequent challenge is incorrectly registering the Software ID. This can occur when the ID is registered through the agentโs ABN rather than the clientโs.
Troubleshooting Steps
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Verify Registration: Ensure the Software ID is registered under the correct client ABN.
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Correct Errors: If an error is found, delete the incorrect registration.
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Contact the ATO:
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Call 13 852 232 and provide your Agent Name, Contact details, RAN, clientโs ABN, Software Providerโs ABN, and the Software ID.
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Tips to Avoid Mistakes
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Always double-check the Software ID against records before registration.
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Ensure the registration occurs under the correct ABN.
CMN.ATO.AUTH.006
What is the error:
The report youโre trying to access belongs to a different intermediary.
Why this error occurs:
When the employer is listed under a different agent, or the agent hasnโt been set up correctly.
To resolve this issue:
Check that the client is correctly linked to your agent account; they may be connected to a different agent.
If the client is linked to your RAN, remove them and then re-add them before trying again.
CMN.ATO.GEN.XML03
What is the error:
This error happens when a field contains invalid data, like letters in numeric or date fields. Itโs caused by submitting incorrect information.
How this error occurs on Payroller:
This can happen if there are characters like โ+โ, โ-โ, โ()โ, or โ in the Organisation settings, STP Settings, Employee details, or Pay runs.
To resolve this issue:
The email you received with the error message should show where the issue is occurring. Remove the character causing the error and then try submitting again.
If youโre having trouble finding the error, contact our support team via the chat at the bottom right or email us at hello@payroller.com.au for assistance.
CMN.ATO.GEN.500029
What is the error:
This error occurs when the email field in the STP settings has invalid text.
How this error occurs on Payroller:
This can happen if the email entered in STP Settings is incomplete.
To resolve this issue:
Step 1: Select your company profile in the upper left corner of your screen.
Step 2: Select โSettingsโ.
Step 3: Select โPayroll & STPโ.
Step 4: Select โSTPโ.
Step 5: Select โDisable STPโ.
Step 6: Check that the Email Address is correct.
Step 7: Select โEnable STPโ.
Step 8: Resubmit the pay run.
CMN.ATO.PAYEVNT.EM.92168
What is the error:
This error occurs when youโre trying to submit an update for a period before STP reporting starts. You cannot lodge reports for periods prior to when STP was implemented.
How this error occurs on Payroller:
This can happen if an employer hasnโt successfully submitted a pay run to the ATO in that financial year and then tries to finalise their employeesโ year-to-date figures.
This can occur if you try to finalise STP when no pay runs have been submitted, or if you change the ABN or branch number and then attempt to finalise for the new number.
To resolve this issue:
Create a new pay run in the financial year with zero ordinary hours and amount and submit this for STP. Once this is complete then you can go ahead and finalise STP
Step 1: Go to โ+New Pay runโ.
Step 2: Select the payment date within the financial year you are reporting and select โLetโs Start!โ.
Step 3: Change Hours and Amounts for all employees to 0.
Step 4: Click โNextโ.
Step 5: Select โSaveโ.
Step 6: Click โCancelโ to avoid sending a blank payslip to employees.
Step 7: Sign and lodge the STP declaration.
Once the pay run is lodged, you can proceed with finalising for the financial year.
CMN.ATO.PAYEVNT.EM.92172
What is the error:
A submission with the same ID already exists.
How this error occurs on Payroller:
This error occurs if you try to resubmit a pay run or finalisation that is still pending.
To resolve this issue:
Wait for the pending pay run to be processed before resubmitting. This may take up to 72 hours, especially during the end-of-financial-year period.
If itโs been more than 72 hours and itโs still pending, contact support via the chat box at the bottom right or email us at hello@payroller.com.au.
For more error types check out the links below:
Learn how to find and edit other STP-related features on Payroller with our simple guides below:
Discover more tutorials for using Payroller
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