Annual Returns Troubleshooting FAQ

Overview

This article outlines the common issues users experience when filing annual returns and possible resolutions to these issues.

Contents

1. The company I'm looking for doesn't appear in Annual Return Workflow

2. Workflow Displaying 'Filing Problem'

3. Filed in Connectworks but Companies Office has not updated

4. Client email address has changed

5. Filing dates showing incorrectly or missing

6. Due date unknown - please connect

7. Review client response to annual return extract

 

The company I'm looking for doesn't appear in Annual Return Workflow

The most common reason for companies not appearing in the workflow is because they need to have their filing obligation set.

Common issues and resolutions:

To view/search all companies in your workflow select:

  • all filing obligations
  • filing month = any month
  • filing status = all no filtering

The applied filters will appear at the top of the workflow, you can remove the filters by selecting the 'x' next to it, or selecting another option in the left column.  

 

Workflow Displaying 'Filing Problem'

Hovering over the warning will provide more information about the cause of the issue. 

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You can investigate further by checking the "Recent Activity" section of the Company's workspace. There will be an error warning which will provide insight into the cause of the failure. 

Common issues and resolutions:

  • Personal Connectworks profile not logged in to Realme. 
    See more: Linking to Companies Office (RealMe)

  • RealMe account you have logged in with does not have authority to file.
    Log in at the Companies Office. Obtain authority or reconnect your Connectworks profile with the RealMe that has authority.

  • RealMe account does not have a direct debit enabled with the Companies Office.
    Log in at the Companies Office and enable direct debit authority.

  • The company may have been removed from the register, or may be in its first year of incorporation and therefore does not require filing.

 

Filed in Connectworks but Companies Office has not updated 

If you have filed successfully the Companies Office will update in less than a minute. If this hasn't happened then the return has not filed.

The most common cause for this is inadvertently closing the workflow without completing the final declaration. In this situation, you simply need to enter the company workspace, select "file return" in the top right of the dashboard, complete the declaration and file.

Screen_Shot_2019-05-30_at_12_41_42_PM.png 

 

Client email address has changed

See our article Resending annual return verification extract to clients

 

Filing dates showing incorrectly or missing

If the last known filing date in your workflow isn't appearing correctly you can easily refresh this date.

Simply hover to the right of the company in the workflow and select "Retrieve last filing". This will reset the connection with the Companies Office and update the last known filing detail. If the date does not refresh it is likely the company has been removed from the register.

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Due date unknown - please connect

This error warning appears if the company is not linked to the Companies Office. 

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To resolve, select Edit, navigate to the Incorporation tab and select Connect to Companies Office.

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You will be redirected to a search function which is auto completed with the company's NZBN as it is recorded in Connectworks. If the NZBN is incorrect or not recorded in Connectworks, then you can complete the company name, company number or NZBN in the search bar manually. company_incorporation_connect_to_companies_office_search.png

If no results appear when searched it is likely that the company has been removed from the register. Check with the companies office to confirm.

 

Review client response to the annual return extract

If you need to review the client response to the annual return extract after you have finished filing the return (or because the workflow was accidentally closed before filing) you can access this by navigating to your firms main dashboard, then the "Workflow" tab in the centre of the dash, then search for the company, as pictured below:

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Click "Open" and you will be redirected to the company workspace with the workflow available on the right.

Return to step "Gather changes from client" and then click the link "Companies Office Extract (responses)" to review.

gather_changes.png