EOFY STP - Superannuation has nil YTD on ATO verification report for one employee

[KerryGee]

Begging someone who can help!! On the phone to MYOB yesterday for 4 hours and 11 mins, 4 different people and then they hung up!!!

Chat on line yesterday and today and they can't help.

I have one employee - payroll activity for the year is correct; payroll register summary has nil super. For the whole year it looks like the summary is not calculating week to week, seems minus????? The ATO finalisation report for this employee show correct Gross payments, tax but nil super.

I have I unterminated this employee, checked all payroll categories, and resubmitted to the ATO as at 30 June 2022 numerous times. Still showing nil super on finalisation report. :-( 

[Tracey_H]

Hi @KerryGee 

The Payroll activity report gets it's data from pays recorded through Process Payroll.

The Payroll register and STP reports get their data from the employee card>>Pay History. 

If the Payroll activity and Payroll register report don't match it indicates that a manual change has been made to the employee card>>Pay History. The post, AccountRight reports don't match STP reports, has detailed information on this. If you do need to change the Pay history you will need to restore a back up to change it the previous payroll year.

Please let me know if you need further help.

If my response has answered your enquiry please click "Accept as Solution" to assist other users find this information.

[KerryGee]

I was on hold for a total of 4 hours and 11 minutes after being put through to 4 different people, and then the phone went dead, he was gone! Absolutely hopeless, I feel your pain

[KerryGee]

issue not resolved.

Just spent another 2 hours 15 on the phone to MYOB, and hung up on me again. Are these people trained at all??? they have no idea??

[jo33]

I don't think they ever pick up

[Tracey_H]

Hi @KerryGee 

If the Payroll activity is reporting the super amount but the Payroll register is showing nil super:

1. restore a back up taken at 30 June
2. go to Cards List>>open the employee card>>Payroll Details tab>>Pay History on left side tab
3. Show Pay History for: Year to Date
4. check YTD super amounts

If the super is not showing in the Pay History, manally update the super amount then process a $0 pay with payment date as 30 June to update STP. Wait until that report is accepted before rechecking the YTD verification report.

If you've done all this and are still having problems please send me screenshots of the Payroll activity detail, Payroll register detail and employee Summary of payments report by private message.

[KerryGee]

I spent 4 hours and 11 minutes on the phone Monday, put me through to 4 different people and then got cut off. Today, 2 hours 23 mins, same thing, cut off. 

No one phones you back?? they have our email address, surely they can make contact that way.

[Tracey_H]

Hi @KerryGee 

I'm sorry that you've had trouble getting assistance from our phone-based support. If you would like to provide further feedback you can do so via the Feedback & Complaints channel on the Contact us page on our website.

If you can let me know if you have done the previously advised steps and are still having problems I'll be happy to assist further.

[KerryGee]

I have removed terminated employees, done a $0 payrun as at 30/6/22 and one employee showing zero super in the ATO finalisation report.

The payroll activity summary in MYOB is correct, but the register summary shows zero super. I have checked every category in card file etc and all seem fine.

[Tracey_H]

Hi @KerryGee 

Thanks for sending me that private message and confirming the Pay History for that employee is $0. As the YTD verification and Summary of payments reports pull the YTD amounts from the employee card>>Pay History you will need to fix the Pay History in order for the STP reports to be correct.

To change the Pay History in a previous payroll year you need to restore a back up taken prior to the payroll year rollover. If you don't have a back up we have a back up retrieval service available for online AccountRight files.

If you continue to have issues please send those requested screenshots by private message.