I can't set them up manually either nor import the RPN from the XML file I got on ROS.

Hi Facundo, 

The information showing in the retrieve RPNs window is what has been sent through from Revenue. If it is showing as zero for tax information and USC bands at 8% then I would suggest contacting Revenue to clarify information sent through. We have seen this happen if Revenue have registered duplicate employments for your staff.

You will not be able to import the RPN via an XML or CSV file as all information should be imported via the Retrieve RPNs button.  You will however be able to manually edit your employee details to include any changes you need to make.

I hope this helps, 

Rachel

Sage UKI

Hi Rachel,

Thanks very much for your response.

I can check out our employees RPN's as they appear on ROS, and I confirm they have full Tax credits and standard rate bands for USC. The usual stuff.

I even download the RPNs on XML and I can easily check them figures as well.

The problem appears when I import that RPN on Sage through the certificate. Sage system seems to incorrectly import that information.

The second problem is that at the same time, Sage also doesn't let me edit tax credit fields to get it up and running correctly. I'm wondering if I'd be to do something different in order for Sage to let me edit these figures.

We were also told we would be able to import RPNs from XML files.

Thanks for your help!

Hi Facundo,

If the values showing in the RPNs don't seem to match what you can see on ROS, then I would suggest speaking to Revenue. Here is an article which may help: 43530

There is not a feature in Sage Payroll to import RPNs from an XML file, historically this would have been the same information found on a P2C however from 2019 there will be no way to import a file into the program.

Hope this helps, 

Rachel

Sage UKI

Hi Rachel,

Checking out Employment ID numbers, I notice that there's Employee's reference numbers actually in that field. There might've been a problem with "List of employees" in 2018. Maybe this is causing multiple employments, like you say. I have already contacted Revenue on this. Let's hope this is it!

You also said " You will however be able to manually edit your employee details to include any changes you need to make.". But I don't seem to be able to manually edit tax credit figures in the system. Is there anything to take into consideration to do so?

Thank you very much!

Hi Facundo,

No there is nothing in particular you will need to do. If you go to Edit Employees > Tax/PRSI/USC tab > you can type in the Tax Credits and Tax Rate 1 Cut-Off Point for example.

Thanks, 

Rachel.

Sage UKI

Hi Rachel,

That's the thing. I can not do that. The system won't let me type anything in, and the textbox isn't blocked like in gray color either.

It will only let me edit that field on just one employee for which we got our RPN right. It's the only one that came out right on this (don't really know why).

I'm also not getting any answers from Revenue. I'm really stuck here. If I could just edit accordingly to what I see there on ROS, but the system's not helping at all.

Thanks!

Hi Facundo, 

From the information you have given me, there's nothing telling me why you are unable to edit the Employee Details. I would suggest at this point you get in touch with us directly so we can have a further look with you. 

You can give us a call on 1890 88 20 60.

Thanks

Rachel

Sage UKI

Hello Rachel,

I've received a response from Revenue saying that this was due to duplicate employment, as you mentioned. Thanks for that.

However, the system still works very weird. For some of them I get the RPN right now, but it doesn't seem to take in tax credit for calculations (even though annual tax credit is shown on Employee details).

What would be the exact phone number to call from Spain? I tried +44 1890 88 20 60 but had no luck.

Thanks again,

Facundo.

Hi Facundo, 

That's great news that you've received a response from Revenue.

I would also suggest making sure you have the latest version of Payroll installed. You can check this by going to Help > System Information and checking the version number is 22.0.65.604

If you do not have this version installed, you can download and install it by following this article: 35363

To call from Spain you'll need to use +00353 1890 88 20 60

Thanks,

Rachel

Sage UKI

Hi Rachel,

I have installed version 22.0.65.604 because it seemed I had an older one. But still I'm not being able to process wages correctly.

The phone number +00353 1890 88 20 60 is not available according to the recorded voice message on the other end.

Where could I get real help on this over the phone?

Thanks very much,

Facundo.

Rachel,

I had a chat with someone in the chat service. I was told 1890 88 20 60 is only available within Ireland.

I was given 016420800 but have been waiting for more than 40 minutes and nobody would pick up my call.

He said that he couldn't help from the chat support and that I would need someone to get remote access to my computer.

No one is really giving a real solution to my problem. We can't have a system without proper support. It seems all I'm able to do is ring that number that nobody is picking up. It's a dead-end solution.

Could you please lead me to someone with a real solution to my problem? I need to speak to someone over the phone that can access my computer remotely.

Thanks,

Facundo.