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Bel5's avatar
Bel5
Contributing User
9 hours ago

STP reports not sending /"failed"

Hi,

I have been using MYOB Business (10yrs), sending off STP reports with pay runs since it came in years ago. For some reason, since MYOBs upgrades this year, all my payroll/pay runs fail to send off the STP report. My new accountant has been going in and doing the one off sends that does a "$0" pay run to send this off and works for her. I think I found how she has been doing this  (via "send update event" ) and tried it myself and still "rejected" for me!? (ATO error code: SBR.GEN.AUTH.006) - which is not listed on your other error codes - closest is SBR.GEN.AUTH-008 - which says to set up STP with the ATO!?!

So I am paying for software, then having to pay for an accountant to fix the software issues. Crazy!

Why after this has worked for years, is it now not working and potentially asking me to set up STP again??

 

I followed your instructions to "set up STP" which told me to ring ATO etc and my details as an authorised employee (book keeper) are already in there, correct and set up. So I am not keen to have to ring the ATO for something that is already set up and has been working for years?

 

When I click on the "failed" pay runs, they say "We can't send this payroll report to the ATO because the ABN connected to the ATO doesn't match the ABN in business details." So I have tried entering in current ABN and processing STP, doesn't work, taking out current ABN (leaving only the current ACN), doesn't work, changing the business name, doesn't work. Getting quite fed up and accountant pushing us to move to different software...need help! So much time lost with all the issues this year.

3 Replies

  • Bel5's avatar
    Bel5
    Contributing User
    6 hours ago

    Also Sai, 

    can confirm I am set up and have done those steps in "STP payroll reporting," (I am set up in there) and I have even gone as far to RING the ATO like the steps say, even though I am set up...but ATO "are too busy" and hang up.  I have found how to send support msg from another post reply from Genevieve..so no need to reply.

  • Bel5's avatar
    Bel5
    Contributing User
    7 hours ago

    Hi Sai,

    could you please give me a DIRECT WAY to contact "support team." Your links just send me to a "contact us" page (shown below), which does not actually allow me any way to "contact you" and if I sign in, it just goes to my business page. 9 years ago when I needed help, I could ring and speak with a person and they helped me...how do I do this now. thanks again! 

     

  • Isaiah_C's avatar
    Isaiah_C
    MYOB Moderator
    8 hours ago

    Hi Bel5,

     

    I'm sorry to hear your STP reports have stopped sending after working for so long, especially with the ABN mismatch message and the extra time this has caused. There’s a Community post about the same error code, SBR.GEN.AUTH.006, which may be useful to compare: Payroll error SBR.GEN.AUTH.006. It covers checking the ABN in the STP settings, but it may not explain the mismatch in your file. As you’ve already confirmed your ATO details are set up, please contact our Support team so they can check the STP setup and ABN details for your business. Include the error message and mention that your accountant can send the update event successfully, but it’s rejected when you try. That should help the team investigate without sending you back through the same setup steps.

     

    Regards,

    Sai

     

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