Error
| Type | Feature | Error number | Error name |
|---|---|---|---|
| STP lodgement error | Payroll event | SBR.GEN.FAULT. GENERAL ERROR IN CORE | An unhandled error occurred within Core Services. Record the details of the message and contact the agency service desk. |
Explanation
This message will display on your Payroll classic platform when there is an issue within the Australian Taxation Office (ATO) system. This comes from the ATO end and not from our platform, and it will prevent you from lodging your Single Touch Payroll (STP) data with the ATO.
Solution
We recommend you attempt the request again at a later date as the cause could stem from a one-off issue on the ATO end. However, if the issue persists, please contact the ATO on 1300 852 232, quoting the relevant error code to resolve any issues. When you call the ATO, we recommend having the following information:
- Proof of ownership record, for example, personnel Tax File Number (TFN), date of birth, address or recent ATO generated notice.
- Your Australian Business Number (ABN) or, if you are a registered tax agent, you can use your Registered Agent Number (RAN).
- Your software provider name and ABN: Employment Hero Payroll (ABN 70 154 693 955).
- Your unique Software ID, which can be found in Payroll Settings ATO Settings Electronic Lodgement & STP.