Question
What do I do if a payday filing submission is still in "queued" status after six hours?
Answer
When you submit payday filings to the Inland Revenue Department (IRD), you may encounter some issues that will put your submission on a "queued" status for an extended period. This may be due to internet connection drops or lodgement job failures during, for example. A "queued" status indicates that the filing has not been processed as expected, risking late submissions and potentially affecting the accuracy and timeliness of payroll management.
To remedy this, we have developed a feature that allows you to manually reset your payday filing from "queued" to a reset state. This reset button will appear after a 6-hour period allotted for submission. With this feature, you can avoid potential penalties for late filing. It also gets rid of the increased workload in monitoring and manually checking the status of filings.
The payday filing status icon of your pay run will turn orange when it has been in a "queued" status for more than six hours. You can see this in the Pay Runs screen for the applicable pay period.
To reset the payday filing lodgement status for this pay run, follow these steps:
- Click the Reports menu.
- Under IRD Reporting, click Payday filing - Employment information.
- Click the ID number of the lodgement you need.
- Click the Reset payday filing button.
Troubleshooting
If you encounter a polling error, such as "Failed to refresh authentication token," follow these steps:
-
Check for Credential Changes: This error often occurs if there has been a change to your IRD login credentials, such as a password update.
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Disconnect and Reconnect to the IRD Gateway:
- Go to Settings > IRD Gateway Services.
- Click the Disconnect button.
- Then, click Connect and log in to the IRD portal using your updated username and password.
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Manually Reset the Submission:
- Navigate to Pay Runs > Reports > IRD Reporting > Payday Filing - Employment Information.
- Click on the ID number of the affected submission.
- Reset the submission and resubmit the employment information (EI) or employment amendment (EA).
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Verify Resolution:
- Check the status of the submission to confirm that the error is resolved.
Tip: If the error persists despite reconnecting multiple times, double-check that your IRD credentials are correct and up-to-date.
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