Overview
This article provides step-by-step instructions to resolve the "STP Pay Event Fatal Error - Token/Credentials" error that may occur when submitting pay events.
Symptoms
- Pay event submission fails with "Token/Credentials" fatal error
- Unable to submit STP reports successfully
- Error appears during pay event processing
Cause
This error occurs when the STP signing credentials/token has expired or become invalid. The system requires updated credentials to communicate with the ATO's STP gateway.
Resolution
Prerequisites
- Access to Payroll Admin functions
- Australia payroll setup permissions
- Existing pay event with error status
Step-by-Step Solution
Step 1: Access Branch Setup and Navigate to Step 3
- Navigate to Payroll Admin tab
- Select Australia
- Click Set Up: STP: Branch Setup Assistant
Step 2: Load New Credentials
- Click the Load Signing Credentials link
- On the next page the new Credentials/Token/Dates will display
- Click Save Credentials button
Then proceed clicking Next on each remaining Step until clicking Finish
Step 3: Process Your Errored Pay Event
- Once you have completed this Set Up ➡️ return to your Errored Pay Event record
- Click Delete Pay Event button
- ⚠️ Important: Do NOT click "Retry Submission"
- Navigate back to Pay Run Screen and click on Report STP button so that a New Pay Event is generated with the New Credentials
- Submit this Pay Event without error - double check that the Key Token field on the pay event is showing the 2027 date
Important Notes
- Multiple Branches: If your organization has multiple subsidiaries or branches, you only need to complete the credential update process once. The new token applies across all branches.
- Don't Retry: Never use "Retry Submission" on errored pay events with credential issues - always delete and recreate.
Still Need Help?
If you continue to experience issues after following these steps, please contact support with:
- Screenshots of any error messages
- Your branch/subsidiary information
- Steps you've already attempted