Troubleshooting Pay Events (STP)

Error Codes and Solutions

Most error messages that may be displayed on a Pay Event should be self-explanatory. If you've received a cryptic error message and are unsure of what to do then please refer to the below table. You should perform the action(s) described before you Contact Support.

Error Code

Error Message

Action

Fatal Submission Error

OR

2. EBMS:0101

The request for a new SAML Token from Vanguard failed

OR

Internal error occurred.

We sent a communication on the 24th of January 2022 advising of the need to Renew Signing Credentials. If you have not actioned this then please review this article here Renewing Signing Credentials. Once actioned you will need to Delete the errored Pay Event and go back to your payrun and click on the Report STP button again.

It's likely that the ATO's servers are offline. Check the Current SBR System Status page (lookup "ATO" in the table). If no outage is currently reported, try clicking Retry Submission.

If there is an outage reported wait until ATO is back online, typically later in the day or the following morning.

If it continues to fail then Contact Support.

CMN.ATO.GEN.200001

An unexpected error has occurred. Please contact the Tax Office

Make sure you have:

Notified the ATO of Infinet Cloud Payroll (STP)
Have the correct ABN entered on the Branch record (see Branch Setup Assistant (Configure STP)
Are submitting a Pay Event for the same ABN as you have registered and notified the ATO regarding the use of our software

CMN.ATO.GEN.XML03

A field contains invalid data (such as letters in numeric or date field)

It's likely that the employee record referenced has an invalid character in the employee ID, Employee Name and/or address fields. You should check all employee fields as referenced here Important Employee Details (STP).

If that is not the issue then it may be that Allowances are being reported without an STP Allowance Type set. Rerun the Branch Setup Assistant (Configure STP) and ensure you have set a STP Allowance Type for ALL allowances listed.

Troubleshooting Pay Events

Back to Single Touch Payroll (STP) Guide

Authentication Error Codes

Error code	Description	Recommended action
CMN.ATO.AUTH.007	You do not have the correct permission to submit this request or retrieve this file. Review your permissions in Access manager or contact your AUSkey Administrator.	Contact your AUSkey administrator to authorise your AUSkey for the relevant registered agent number. Check that the client identifiers on your client record in your software are correct: Is the ABN correct for the TFN? Is the TFN correct for the client name? Is the ABN correct for the client name? If necessary, set up your permissions in Access Manager (see Access Manager).
CMN.ATO.AUTH.001	Requesting entity is not authorised to lodge on behalf of the customer.	Your registered agent number is not linked to the ABN of the selected AUSkey. Confirm the AUSkey selected to submit this lodgment is correctly linked to your registered agent number. Attempt to correct in Access Manager. If you still need help, phone the AUSkey help desk on 1300 287 539.
CMN.ATO.AUTH.002	You are not authorised to lodge on behalf of this client.	Link this client to your registered agent number (if you are authorised by the client to do so) using the client update service or the portal. In some instances, it may take overnight to process your request. If the link already exists, the client may be restricted in Access Manager. Contact your AUSkey Administrator to allow 'view all restricted clients' or to have the restriction for this client overridden. If the problem persists and the client is appearing on your client list and is not a restricted client, you may need to remove and re-add the client and try to lodge again.
CMN.ATO.AUTH.004	No ATO reports currently available. Please try again later.	If the problem persists, check your permissions in Access Manager as you may not be authorised for this report type. If you are using cloud-based software, you may need to contact your software provider.
CMN.ATO.AUTH.005	Your AUSkey is not linked to this registered agent number in Access Manager.	Your AUSkey Administrator may need to authorise your agent number for this AUSkey. Ensure your permissions are set up correctly in Access Manager.
CMN.ATO.AUTH.006	The requested report belongs to another intermediary. Review request details and try again.	Check that the client-to-agent relationship is correct; the client may be linked to another agent. If the client is linked to your registered agent number, remove and re-add the client and then try again.
CMN.ATO.AUTH.008	You are not authorised to lodge on behalf of this client.	Link this client to your registered agent number, using the client update service or the portal. In some instances, it may take overnight to process your request. If the link already exists, the client may be restricted in Access Manager. Contact your AUSkey Administrator to allow 'view all restricted clients' or to have the restriction for this client overridden. If the client is appearing on your client list and is not a restricted client, you may need to remove and re-add the client and try to lodge again. Your agent number must also be linked to the correct agent ABN in Access Manager. Ask your AUSkey Administrator to make any necessary changes.
CMN.ATO.AUTH.009	Length of the software ID must be 10 characters.	Check the software ID to ensure it is correct.
SBR.GEN.AUTH.002	Mandatory information provided in the transmission is invalid.	Check that you have correctly recorded client information in your practice management software.
SBR.GEN.AUTH.003	Reporting party identifier information is missing from the lodgment.	Check that you have included the reporting party identifier (TFN or ABN).
SBR.GEN.AUTH.004	Check AUSkey details match the details of the user submitting the information.	Check that the correct AUSkey has been selected for this lodgment. If necessary, contact your AUSkey Administrator.
SBR.GEN.AUTH.005	Misalignment of identifying information.	Check that the client identifiers (TFN or ABN) entered into the practice software match the client identifiers used for the lodgment.
SBR.GEN.AUTH.006	The software provider has not been nominated to secure your online (cloud) transmissions.	You must nominate your software provider before attempting to lodge. Phone us on 1300 852 232 or use Access Manager to notify us of a hosted SBR software service.
SBR.GEN.AUTH.008	Your nomination with the online (cloud) software provider does not contain the correct software ID.	Check and update your hosted SBR software ID through Access Manager or by phoning 1300 852 232.
SBR.GEN.AUTH.009	You do not have the correct permission to submit this lodgment.	Review your permissions in Access Manager or contact your AUSkey Administrator.
SBR.GEN.AUTH.012	Intermediary identifier information is missing from the lodgment.	Ensure that the TFN, ABN or ARN of the intermediary is in the appropriate field.
SBR.GEN.AUTH.013	The ABN of the business being acted on behalf of is required.	Attempt to correct the field.
SBR.GEN.AUTH.014	A client’s ABN, TFN, WPN or ARN is required for this request.	Attempt to correct the field.
SBR.GEN.AUTH.015	You are not authorised to submit this request. Review permissions in Access Manager and try again.	Check your permissions in Access Manager or contact your AUSkey Administrator.

Review Pay Events

You can easily review all Pay Events by selecting the following menu option: Payroll Administration > Single Touch Payroll (AU) > Pay Events Overview

The status of each Pay Event is easily identifiable using the coloured icons on the left. For more information, refer to the following table.

Icon	Meaning	Possible Action
	Data for the Pay Event is being calculated	None. Wait till the process completes.
	The Pay Event was rejected by the ATO	Open the Pay Event, review the error details including the Submission Errors sublist, and take appropriate action.
	The Pay Event was partially accepted by the ATO	Open the Pay Event and review the Submission Errors sublist. If required, take appropriate action.
	The Pay Event was accepted in full by the ATO	None.
<NO ICON>	The Pay Event is pending submission or is currently being submitted to the ATO	None. Wait, or open the Pay Event for more detail.

Identify Successful Submissions

A successful STP Pay Event can be easily identified by the green banner visible when opening the Pay Event record.

Alternatively, you should also receive an email notification when the server receives a response from the ATO. Finally, you may also like to Review Pay Events.

Deal with Failed/Rejected Submissions

If a Pay Event is rejected by the ATO (I.e. submission has failed), then you will need to address any error(s) identified and re-submit immediately. Pay Events can fail for a number of reasons, all will be displayed with a red banner as per the screenshot below.

Once you have fixed the error(s), click the Retry Submission button.

Transmission type errors will be displayed in the red banner. Most errors, will however be detailed in the Submission Errors sublist.

Deal with Partially Successful Submissions

If a Pay Event is partially accepted by the ATO, a yellow banner will appear on the Pay Event and details of the error(s) will be available in the Submission Errors sublist.

Scroll down to to see the Submission Errors sublist and review the information available. As per the ATO's guidelines, fixes for most errors may be deferred till the next regular pay cycle for any affected employee(s). Regardless, you should address any error(s) in the system immediately to ensure they're fixed for the next submission.

If you'd like to create an Update Pay Event to fix errors for any employees with the ATO now, then click the Generate Update Pay Event for Affected Employees button.

Only Employees with Error(s) will be displayed in the Submissions Errors sublist. Employees that do not appear here were accepted (successful) by the ATO. To see the full list of Employees and the data included with a Pay Event, select the Pay Event Employee tab/sublist.

Recalculate a Pay Event

The two most common scenarios for recalculating a Pay Event are:

If a previous data calculation process has failed
If you've made changes to a Pay Run or Employee data and would like the (un-submitted) Pay Event to reflect the changes.

To recalculate the data, open the and click the Recalculate Data button.

Delete a Pay Event

A Pay Event can ONLY be deleted if it hasn't been submitted to the ATO. If you've noticed issues with the data included on a Pay Event that hasn't been submitted yet, or have made changes (e.g. in a Pay Run) and you'd like the Pay Event to reflect the changes, then you should Recalculate the Pay Event instead of deleting it.

To delete a Pay Event that hasn't been submitted yet, open the record and click the Delete Pay Event button. If you've