My RTI submissions are continuously polling
Article ID
10959
Article Name
My RTI submissions are continuously polling
Created Date
1st January 2019
Product
IRIS PAYE-Master, IRIS Payroll Professional, IRIS Payroll Business, IRIS Bureau Payroll, Earnie, IRIS Earnie IQ, IRIS GP Payroll
Problem
Process stops at polling stage when sending any type of RTI submission
Resolution
The submission will continuously poll if your system isn’t getting a response from the HMRC Gateway. This is usually because of HMRC planned downtime, HMRC service outages or due to excessive network traffic (usually at Year End).
If the polling status has been stuck on your screen for a while (over 10 minutes) you will need to cancel the process.
I have had to cancel my submission, what do I need to do now?
• Do not resend your submission, wait for HMRC gateway to resume normal service. Check here for service status updates.
• After normal service resumes, the registered email contact should receive an acknowledgement from HMRC. If this is forthcoming there is nothing else you need to send. If no acknowledgement arrives you will need to check the submission status with HMRC directly. Contact HMRC online services on 0300 200 3600 for confirmation. If HMRC cannot confirm the submission has been received please resend the affected submission from your payroll software as soon as possible. If prompted to complete a reason for late filing, select option G-Reasonable excuse.
Once you have received the acknowledgement or have otherwise confirmed the submission status with HMRC online services, it is good practice to check the RTI audit log in your payroll software. You will see one of three status options; failed, cancelled or pending.
My submission is showing as failed or cancelled in the audit log, what do I do?
Providing you have received HMRC acknowledgement any warnings about missing submissions from your payroll software can be ignored. Please make sure you keep the HMRC acknowledgement as proof of your submission.
My submission is showing as pending in the audit log, what do I do?
In this scenario, when normal service is resumed, you should attempt to complete the pending submission. If you complete a pending submission it will update the software audit log with the correct submission status. HMRC will not see this as a late submission. It is merely confirming the submission was received by HMRC at the first attempt. Please see your software RTI guide for details on completing pending submissions.
Where do I find the RTI submission audit log?
PAYE-Master:
From the menu item “RTI Online Services” go to “Audit” > “View“
GP Payroll:
From the main menu go to “RTI Submissions” > “View Log“
Bureau Payroll & Payroll Business:
On the menu ribbon go to “Online Filing” > “View Audit“
Earnie & Earnie IQ
From the menu item “Online Services” go to “Audit” > “View”
Please Note: While we endeavour to support all customer queries, in this situation, there is little else we can advise. Ultimately this is an HMRC issue that IRIS has no direct control over. We will make every effort to keep you up to date with service issues and technical problems relating to the government gateway via the IRIS knowledge base or the live messaging system in your product. Any queries relating to the service availability of the government gateway should be directed at HMRC.
Check HMRC Service availability here.
HMRC online services helpdesk: 0300 200 3600
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