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I have been using Reckon as a STP provider and have been entering the required information for my one employee each month. It has been working fine until 30 June. All of a sudden all the previous data that was in the employee ATO income statement has disppeared left with only one entry for 30 June. I check the Reckon app and all of the information is there and it even says the ATO accepted each entry. I called the ATO and they advised to speak with Reckon. I have on numerous occassion contacted Reckon but they do not respond. Can you explain why all the data that was captured by the ATO for this employee has completely disappeared from their income statement? and also how it can be fixed. Thank you.
The problem is that until 30 June all the STP records were recorded on the employees income statement. It was fine. Then we made a payment on 30th June via Reckon STP and all the records disappered from the employees income statement only leaving the one payment made on 30th June.
As for contacting Reckon. I have posted twice on their community page for assistance and also e-mailed their customer service team. They have never responded to my questions or offered assistance. I would suggest the ATO investigate this as if they are not responded to people using their STP app that's pretty disappointing.
So I don't know what to do. The data is gone from ATO (and it was their previously) and Reckon aren't responding to me.
Is the payment showing for 2020 or 2021?
Unfortunately we are limited in what we can do with assisting to amend STP reports especially if it is a software issue. We have STP troubleshooting information on our website but because each software is different it is the provider who usually has the solution. Take a look at the links provided here and see if they can help with your issue.
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