If a Single Touch Payroll batch or other payroll data is not showing up in Attaché Online, there are a number of things you can check to try to solve the problem as detailed below.
Ensure STP is enabled in your payroll company
If you have never sent an STP batch from this company, ensure STP has been enabled:
Go to Setups, Payroll, Options, Payroll Options.
On the Tax Details tab, check that Enable Single Touch Payroll is ticked.
Check STP batch statuses
Make sure you are seeing all types of batches in Attaché Online:
Log into Attaché Online, select Single Touch Payroll and enter your authenticator code if needed.
Click the All Statuses selected dropdown above the table and ensure all the statuses are ticked.
If you still cannot see the missing batch, try the next solution below.
Check that Cloud Connector is working
In Attaché Payroll, go to Online Services menu, Cloud Connector
Check that the Connection Status shows as Connected.
If not, follow the steps in the Cloud Connector wizard. When asked to log in to Attaché Online, enter the same credentials you used when establishing your online organisation above.
Refresh the Single Touch Payroll batch list screen again. If you still cannot see the missing batch, try the next solution below.
Restart the Attaché API Service
Clear the Web browser cache or try another browser
If your web browser is not loading the batch list correctly, try clearing your web browser cache/temp/cookie files. See: Cannot open the Single Touch Payroll menu in Attaché Online.
After trying the steps above, if your Single Touch Payroll information has still not come through, then please raise a new case online and reference the title of this article.
📌 Note: If you already have an existing open support case:
Notify the support analyst assigned to the case that you require further help.
Enter a comment on the case record in the Customer Success Portal and include:
Details of what you've already attempted.
Any screen shots that may help the support analyst resolve the issue.